Bank of Queensland Opiniones 

I've been a BoQ customer for... too many years! Going back decades, and I used them to buy my first car 30+ years ago. Now, I've had some BAD service in those years (which is why I no longer have a standard savings account, and only a Visa card). But, hey, I've had problems with other banks as well (looking at you, Commbank!)

However, this issue is the most recent, and has prompted complaints to AFCA and OAIC.

I'm overseas, and for some reason, this is a problem (largely caused by BoQ having RIDICULOUS "security" prompts to access an account through phone banking - such as, mother's maiden name... you know - the thing that's been used as an ID question for... 50+ years??? At least Commbank allows the customer to choose their own codes/passwords!) I have been overseas for a while, and when I've rung in, this has been gone through in depth, including having my overseas mobile number... but recently, I got told that I hadn't informed them of being OS (sorry, not my problem if your system can't leave a notes field!!!)

I'm no longer allowed to access my account via Phonebanking - because... who knows?? For some reason, I can't be "identified", even though it's the exact same system that they've been using for decades! (I can access it online though - go figure!) They're also not interested in implementing a REAL effective security system for phone banking!

This became an issue when they decided to (try to) force me to send them my photo ID and a selfie... here's where the privacy bit kicks in!!!

The Australian Privacy Principles (APP) state that any photos are considered "sensitive" information, and therefore has a much higher "need to know" status than other information. Obviously, consent is required by the bank - and not only has this consent NOT been asked for, but hasn't even been mentioned! Secondly, the APP also states that any facial recognition technology must also *EXPLICITLY* be stated as being used, and again, explicit consent MUST be requested... naturally, this is NOT the case. In addition, the APP state that the storage of this information MUST be for only as long as is required to be used for business purposes - and one has to wonder how often one will be re-identified with the SAME identification??? (ie, this is NOT necessary). The Attorney General's office has actually reaffirmed on its website - copies of such ID are NOT required to be made - let alone kept - for ID verification... ONLY a note saying the individual has been identified is required and what was done... NOTHING MORE! (so, don't EVER believe when they tell you "I just need to..." )

Also,reasonable alternatives should be considered. (I won a battle with another organisation over this, and they finally relented - an alternative was given, and used).

Going further, the BoQ Privacy Notice mentions 'Sensitive Information", but ONLY uses medical records as an example, and does NOT state that consent for information is a)required to be explicitly asked for, or b) that they will explicitly request it. Naturally, BoQ completely FAILS to mention that selfies and photocopies of a driver's license or passport are "Sensitive Information". Can BoQ (or, anyone really?) guarantee that this information can't be accessed by 'bad actors'? No! Are the consequences of this worth the risk? NO!!!! (once your face, and the data that verifies it, has been stolen, then good luck getting your life (let alone your money) back!!!)

All of this equals - breaches of the Privacy Act and the Banking Code of Practice chapters relating to "transparency".

(I'll also add here - when I complained, and cited the Banking Code of Practice, the fool tried to tell me that what 'Chapters' I had referenced didn't apply... because he confused the ' Chapters' the VERY CLEARLY marked 'Parts'... that is, their complaints section didn't even know their own BCoP they're required to follow!!)

Our experience with BOQ Home and Contents Insurance has been nothing short of infuriating. After luring us in with a competitive first-year premium, they attempted to increase our renewal by a staggering 50%, without offering any explanation or justification. When we questioned the hike, they showed no interest in reviewing the premium, offering a discount, or retaining us as customers.

It’s clear they rely on complacency and hope you won’t notice the outrageous jump. There’s no loyalty, no transparency—just a textbook example of corporate greed. Do yourself a favour: look elsewhere.

This was once an amazing bank (Investec) then Bank of Queensland bought it and created Bank of Queensland Specialist bank - and at which point it flushed all the amazing things we loved about Investec down the toilet and created what is now a joke. I've been on hold for 45 minutes and still waiting.

It's like they send the management to clown school, because I'm unsure how you can take something so amazing and turn it to his pile of....

Ok
I tryd and and tryd Again
Now its time for me to change banks which is a bit of a Joke
I've been hung out to dry 4 times
With there Maintenance work unable to withdraw Cash been Stuck in remote areas
Had police called on me because I'm unable to pay fuel this really piss me off stuffed up my day
Up to 1 hour on most days waiting on phone
Most the time I hang up
Both branches 30min from. Me have closed down
Now the closest one is 1 hour drive really
What a joke
Just today after opening a new account through commonwealth bank
I try to do a transfer from my account to my other account the first two large amounts were ok then the third transfer would not let me kept asking me for a token??? What bloody token
What is this Time Zone
I'm keeping this account through BOQ just for purchasing and bill paying only savings definitely not

I'm done im just going to use them for little things
Hope they change but it looks like the only turn they are taking is Down hill

Won’t allow access to companies like cash converters or any of the buy now pay later apps.
24/7 phone line has a 1hr standard wait time to speak to someone.
My cat died this morning because boq blocked any access to money to pay the vet bill.

no balance showing on credit card one time pin doesnt work

We purchased landlord insurance through BoQ (underwritten by Honey Insurance) and had a really positive experience. When we sold the property and had to cancel the policy I was a little concerned that the process involved emailing customer service asking for this to happen however after one reply it was done and the refund for the unused policy was back in the account we paid the premium from within a few days. And while we didn’t need to make a claim, we have family members who have with no issues. We originally chose the policy due to price and wouldn’t hesitate to use BoQ’s insurance products again in the future.

Useless bank!!!
Online banking does not work.
I have not been able to access my account online for 11 days.
6 emails to customer complaints - no reply
5 calls to customer service - 50+ min wait on hold. No resolution, no answers, just pathetic excuses.

Trying to sign up to Internet Banking with Bank of Queensland after receiving my credit card earlier this week.

I’ve already called three other numbers and have been redirected, all to get the card activated.

I’m now on my fourth call and have waited on hold 100+ minutes to get through to customer service to set up my internet banking.

No other bank requires calling customer service to set up internet banking, this needs to change.

I’ve heard this process takes weeks to do by visiting a BOQ so will not be opting for that. Would not recommend this bank.

Worse bank I've ever had my mortgage with.

I've always loved BOQ but now they have updated the app I'm totally over the moon about the new options, thank you BOQ 😊

I have been with BOQ for over 20 years but every weekend now I am unable to access internet banking due to problems with the app, that comes up on my log in page. I have even had my debit card rejected at the shope due to insufficient funds when I have plenty of money in my account and the purchase was only 7 dollars which was very embarrassing
If they can't get their act together then I will be changing banks

Currently overseas.
All access to internet banking barred, without warning.
On calling the BOQ "help" line I was offered no explanation as to why access to all my bank accounts was barred, and told that to re-establish access that I would have to "visit my local BOQ Branch".
I'm overseas. The nearest BOQ Bank Branch is over 10,000 km away.

The app is awful and ads pop up every time you try to do something. The website is awful, so slow and wont load. The charges for some things are ridiculous and they do not offer fast pay, everything takes at minimum 2 days to go through.

1 star is too high for BOQ services, i wish there was a 0 star, that would have been more than enough. I apply for a credit card and they rejected it straight way. I have never defaulted on any payments and earn above what an average Australian earns. I had a credit card 2 months back which i cancelled, which had a credit limit of 55k. So dont see any reason to reject an application in 2 mins.
I also checked to move my home loan to BOQ, i can only get hold of a consultant after trying 4 times. It seems they dont need business. Good Luck to them.

My poor experience is with MyBOQ. There is zero customer service. Expect long holds of 30-60 minutes for them to simply answer a phone call. They don't respond to their chat service either. Don't expect any care or attention for your account. Basically they are AWOL 100% of the time

Never ever EVER engage with the Bank of Queensland for ANYTHING, particularly a home loan. Our broker recommended this bank and it has been the biggest regret of my entire life. They are the most untrustworthy, dodgy, incompetent, incapable company I have ever had the displeasure of interacting with. Multiple complaints, constant discrepancies, huge changes in our home loan throughout the application process, thousands of dollars taken without an explanation despite multiple attempts for clarity. Im amazed they’re legally allowed to operate. Avoid this “bank” at all costs.

Well 20yrs with the bank, debit, visa, mortgage, wanted to set up simple saving...passed from one dept to another, after an hour told they are merging, going digital & unable to help me set up a saving account..without providing details, passport, certificate...all the history they already have...bank is an hour away, allbanks are shut down around me..shocking service, not providing service, deliberately being obstructive & unhelpful and not willing to serve & help set up a simple saving account? Wow I guess all the reviews are all true!

Horrible customer service. Was on hold for over an hour. Couldn't close my account because of a glitch in the app. They transferred me which meant I had to wait even longer. Will not be returning to them.

Closing CC and MyBOQ this time around.
Herrendous time. 0.008 cents in an account stopping closure. CC payout figure $356 dollars more than what was outstanding. Now have to wait for a bankcheque!