Bank of Queensland Reviews 

Wish there was an option to not even give 1 star. Have been on hold for over 2 hours and no one has answered the phone.
How are you meant to do any banking at this rate. Worst service ever.. If you are so busy employee more staff...

I have been a BOQ customer most of my life; all the way back when they merged with the Home Building Society. For a long time they were good, even got occasional helpful proactive calls from my branch regarding better accounts with no fees etc. Well that is long gone; they have been stripped for parts and are now a shell of terrible customer service and broken automation. They seem to be trying to become online only like ING etc, but they suck at it. Their phone apps have been a joke since day 1, they were super late to apple pay and I just had to spend 40 minutes trying to activate my new card because the automated phone line just kept failing. Their only saving grace was a branch near me which has now closed. The closest branch is now 200kms away! They are collapsing and I am not sticking around anymore. I am shutting down my remaining business with them and going elsewhere. Pathetic.

Totally focused on profit, never had so many little things that have turned into unpleasant conversations goodbye , did you ever realise that a bank with no customers is not very profitable

Worst bank EVER! I have been with them for 30 years and still can’t speak to someone after 5pm or on a weekend to access my own money or account. Absolute worse bank out there. DO NOT USE!!!

I got locked out of the banking app because I forgot the password. I then followed the "forgot password" link and was told it was invalid and I must call the bank. You cannot send them a message unless you have been logged into the banking app. I tired calling the bank and was put on endless hold with the patronising message "We will be with you shortly, you are in the queue". Well, the problem is that the queue never ends. After an hour of waiting, I gave up. I've decided to close my account with this bank and refinance my mortgage with another lender who has at least some form of customer service. They charge a fortune for their services and make it impossible to speak to them. Go with ANY other bank, believe me, it will not be as bad as Bank of Queensland. Their customer service is literally non-existent.

DISGUSTING!!!
My mum recently died and i am the executer of her will. I am responsible for sorting out her bills and affairs.
BOQ will accept cheques in her name but try paying a bill in her name...... They will not.
I was asked to pay her bills and then they would reimburse me! 😡

If I could I would give it a ZERO start. This is not the first time but every time I call, BOQ puts me on hold for over an hour.
Today (6 Jul 2026) I called at 10:47am and I am still on hold. It was 12:11 pm when someone answered to help

Went into a branch told me they couldnt help me . Ring 1300 number have been left waiting online for 35 minutes. Im at whits end I will go in and close this account. USELESS SERVICE

Extremely undertrained staff spent almost 2 hours just to get nowhere.
Just trying to close down a dormant account

Sadly, the customer care team will get the brunt of the frustration that their extreme lack of training gives the client.

Trainers answer the phone yourselves!

Go elsewhere!

Tip - customer care should hand out managers numbers

Seven months after complaint to BOQ ,still not settled.
-phone calls .Hung on 15 hrs.no answer.
-.App Failure.
6 nearby branches closed Melbourne
Elder abuse .made sick wife walk 6 blocks for new phone .test app
Her money ...would not let her withdraw.
AFCA in bed with this bank.Beware
Class action pending

Worst bank in Australia, ridiculous wait times when contacting by phone. Rubbish security on internet banking, got scammed twice in a month for several thousand dollars they didn't even pick the second one up just lucky I noticed odd transactions when checking accounts .

Would have to be one of the worst around. From poor digital systems to chaotic processes and long wait times for assistance, there is nothing positive I can say about my experience with BoQ.

Avoid this bank at all costs. They claim to be about service and welcome customers into their branches, but they closed the branch my elderly parents used, with the nearest alternative 2 hours away. Their online banking platform is a nightmare, requiring them to use an app and a browser to access their various accounts. And trying to call them requires minimum 40 minutes.

30 mins wait before i spoke to a person to be told to send an online message despite saying it was urgent. Only after a proof of account because BOQ statement has the wrong BSB on it. Sent message, 2 days later still no response, sent another message another 5 days still no response. Given up now using another bank who i was able to print proof of account details from my online banking straight away. Couple of years of bad service enough for me to say bye bye BOQ.

Digital experience is quite confusing and to get help on the 1300 557272 number is a mind numbing, exhausting, frustratingly looooooong wait only to be disconnected again and again.usually with on result. On the other hand the in branch (if you can find one near you) staff are most helpful. This still does not alter the overall 1 star experience. Get into the CUSTOMER SERVICE world BOQ!!

Would give 0 stars if I could. do NOT use this bank, ever.
Hours on the phone, transferring 3 or 4 times per call, multiple queues. Account gets locked all the time, randomly. App sucks, doesn't stay logged in. Nothing about it is good.

What a terrible service this bank offers. No Saturday mornings? How are working people supposed to do their banking?

On hold after being passed around....couple of hours just trying to solve a PIN problem... Because your shit electronic system wouldn't acknowledge a date of birth....hold on..you are waiting in the queue...30 years been with you from Credit society to now. Well go get stuffed. We are leaving..stick your franking credits as a shareholder into your dirty uncleaned ATMs and get eaten up by a better financial institution.

Hopeless customer service. Overseas call centres are incompetent and cannot even speak english properly. Management who allowed this need to be replaced but that won't happen so change to another bank.

Bad customer service. The phone line wait time is horrible