homeloans.com.au remediation program
homeloans.com.au has identified current and former customers who were overcharged for discharge fees and/or telegraphic transfer fees in relation to their loan account. Customers potentially affected by the discharge fee issue had loans with homeloans.com.au from January 2006 to May 2017, and December 2020 to May 2022. Customers potentially affected by the telegraphic transfer fee issue had loans with homeloans.com.au from October 2000 to June 2022.
As part of homeloans.com.au's remediation program, we will be reaching out to all affected customers via SMS, email, postal letter and phone to apologise for this oversight and let them know they are eligible for compensation.
This compensation will take the form of a refund for the overcharging/erroneous payment, plus interest.
As part of homeloans.com.au's remediation program, we will be reaching out to all affected customers via SMS, email, postal letter and phone to apologise for this oversight and let them know they are eligible for compensation.
This compensation will take the form of a refund for the overcharging/erroneous payment, plus interest.
What to do if you are an affected customer
If you are one of the affected customers, you will receive a call from our dedicated Remediation Team, who will confirm your bank account details over the phone. If you prefer to provide your details to our team directly, you can call our dedicated hotline on 1300 881 694.
Frequently ask questions
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1. Why are you conducting this remediation program?
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2. I am no longer a homeloans.com.au customer – am I still entitled to a refund
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3. How do I know this isn’t a scam?
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4. Why do you need my bank account details?
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5. Why do I need to verify my identity?
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6. How much money am I entitled to?
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7. How has the remediation payment been calculated?
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8. How soon can I expect to see the remediation payment in my bank account?
Who do I contact for more information?
If you would like more information about homeloans.com.au's remediation program, please get in touch with our dedicated Remediation Team.
Phone: 1300 881 694 from 9am – 5pm (AEST/AEDT), Monday to Friday.
Phone: 1300 881 694 from 9am – 5pm (AEST/AEDT), Monday to Friday.
What do I do if I'm dissatisfied with the outcome of the program?
If you have a question or query, our dedicated Remediation Team is here to help. You can call them on 1300 881 694 from 9am – 5pm (AEST/AEDT), Monday to Friday, or send them an email at any time at remediation@homeloans.com.au.
If you would like to make a complaint, you can find out more about our public complaints policy here.
If you are dissatisfied with our response to your complaint, you can raise your concerns with the Australian Financial Complaints Authority (AFCA) on 1800 931 678 or info@afca.org.au. AFCA is a free, independent service established to provide you with a mechanism to resolve specific complaints about financial institutions.
If you would like to make a complaint, you can find out more about our public complaints policy here.
If you are dissatisfied with our response to your complaint, you can raise your concerns with the Australian Financial Complaints Authority (AFCA) on 1800 931 678 or info@afca.org.au. AFCA is a free, independent service established to provide you with a mechanism to resolve specific complaints about financial institutions.