I also had a problem with ANZ, tried to refix my loan so went into a branch to fix the rate only to have it stuffed up and was sent a letter with my new repayment amount which was about 1.5 times what I was quoted and expecting. when i tried to fix this which took about 20 phone calls and 6 weeks, I stopped the repayments at the incorrect amount (which was advised to me by the first phone operator I spoke to) then to be chased up by the arrears department, when I told them the scenario their attitude was to bad I had requested the payment to be stopped and basically give us the money, which I didnt owe half that amount, I finally spoke to a team leader who was able to solve my issue, I got no apology or reimbursment of my renegotiation fee. I was extremly dissapointed with their customer service and was left to feel like another number instead of a customer. In future I think I will deal with a person face to face and if it gets messed up I will go to the branch and talk to the same person rather then get a different person in the call centre every time.
