Kiwibank is driving me nuts so I thought I'd take a look at moving the mortgage to Heartland. A quick phone call to discuss with them at a high level our circumstances. The person I spoke to was very helpful and suggested I do the quick application process online and see where we go from there.
So I did the application and to my mind we have plenty of equity, good incomes, easy serviceability, great credit rating, what's not to like I thought... Got to the end, did the quick little survey that asks your opinion on what the application process was like, where I put in that it was a positive, quick and relatively painless experience. Clicked ok only for it to come back with a message to say we don't meet the criteria, or something like that. Click here to understand why, which I did and that just took me back to the home page. Excellent.
Rang them up again, spoke to someone different and explained what had happened. Got the response, something along the lines of "we don't really have a mortgage team you can speak to, but you can email us through the website..." Back on the website, composed a message, hit Send, to which a pop up says "An error occurred. Please try again later."
Not a great experience. And as a shareholder, I'm really disappointed.
Seems you're not wrong.
Today they lost some credibility in my eyes. There may well be valid reason why they didn't like my application, but if they're going to have this online application process, they need to get it sorted out as presently it's rubbish.