Macquarie Reviews 

All I wanted to do was update some details after getting locked out of my account—because apparently, logging into your own bank account in 2025 is still considered a privilege, not a right.

So, I called. Cute, right?

45 minutes of hold music that can only be described as “elevator jazz meets corporate punishment,” interrupted occasionally by a chipper voice urging me to try their online chat. So I did. I was #47 in the queue. Naturally. Because what better way to spend my day than playing customer support roulette?

30 minutes later, still on hold, down to customer #5 in the chat queue. We’re making progress! (Narrator: They were not making progress.)

Eventually—after 1.5 hours of existential reflection—the chat worked. Problem solved. But at this point, I was too emotionally attached to the hold line to hang up. So I waited. Just to see what would happen. A little social experiment, if you will.

1 hour and 43 minutes in, someone finally answers the phone. I explained the situation: the wait, the absurdity, the fact that I stayed on the line out of spite and curiosity, and the cherry on top—I’m changing banks. His response? Unclear. Either I had a poor connection or I needed a translator.

Now, imagine if I had an actual emergency. Or even just a minor issue requiring, I don’t know, human assistance?

Macquarie’s idea of customer service feels like performance art—an abstract exploration of what not to do. I genuinely wouldn’t recommend them to anyone. Not even my ex. Not even my ex’s dog.

If you’re considering banking with Macquarie: don’t walk, run. Run far, far away. I wouldn’t wish this experience on my worst enemy—or even the person responsible for their hold music.

Save yourself the stress, the rage, and the ear trauma. Switch banks. Macquarie may be “for the future,” but they definitely left customer service in the past.

They have BLOCKED my account for "fraud"= which were actually legitimate crypto transactions and have stolen $2000 of my wages leaving me unable to pay my rent and bills until next pay. They are thieves and are the ones actually committing fraud against customers!!! Countless calls every day and they never give me my money back or any real info they just say we will lodge your complaint. Disgraceful thieving crooks stay away or they could steal your money also!!

Shocking company. Terrible. Customer service and aho king handling of documents.

I wish I could give minus 2000 stars!

To long to go into.

Avoid this bank like to plauge. Totally useless and worthless company.

If I can give negative rating that would be awesome.

If I can give zero stars, I would. I am overseas, phone got broken and couldn't access my app and authenticator app. I am aware that it is my fault that I forgot my password. I wanted to reset but obviously I couldn't because I need to access the Authenticator app for an otp. I called the Macquarie for 30 mins, meaning eating up $30 from overseas just to reach them, but the call dropped. They contacted me, the call dropped again, and of course them calling me was another expense as it incurr payment on my side. I reached out to my other banks and they called me at my overseas number, one call and everything was fixed. 10+ sent email, I still couldn't access my macquarie bank app. As soon as I access it, I will close that account.

Impossible to speak to anyone. Trying to help my elderly parents open accounts. They submitted everything thing got asked for verified ID. We got the local police station to verify their driving licences on the same piece of paper with the exact same wording and stamp. One application accepted and one rejected. No one one the phone can think for themselves. Customer service is utterly diabolical.

Macquarie Bank Restricts My Own Money!

Macquarie Bank has blocked my ability to transfer funds to a legitimate cryptocurrency exchange, citing vague "fraud concerns" without giving me any option to opt-out or assess the risk myself. Despite previously allowing such transactions, they unilaterally imposed this restriction, limiting my financial freedom and access to my own money.

Their response to my complaint was dismissive, offering a small goodwill payment instead of actually fixing the issue. This policy is unfair, anti-competitive, and could breach consumer laws. Banks should not have the power to dictate how customers use their own legally earned funds.

If you value financial freedom, look elsewhere—Macquarie Bank is making arbitrary decisions that restrict customer choice.

I have been with Macquarie for 6-7 years.

They recently closed my account 4 months ago because I legally invested in bitcoin via Independent Reserve (An AUSTRAC registered platform). That's ok to close my account, but they kept the money there indefinitely for their own purpose and refused to let me withdraw my genuine money that comes from my own salary from a full-time job. It has been 4 months and they have not returned the money to me yet even though I have complained to AFCA for 3 months.

I rang them more than 20 times and they always tried to ignore me, even though I respectfully talked to them. The Fraud team is the most abusive. They talked to me like I am a slave. All they wanted to do was to steal my money.

Guys, Macquarie is a stealing bank that is illegally stealing customer money, please don't bank with them. Please stop banking with them if you are already. Please transfer out/withdraw your money as soon as possible.

I bank with Macquarie and have had trouble accessing my share portfolio through my internet banking, I have rang and waited 20 + min only to be disconnected . Call again.. no one can help me again transferred and still on hold 3o min … still nothing… worst customer service ever!!!!!

poor customer service
been deregistered for Macquarie bank access now cannot even access hopeless chat service
Phone service not answered after approx 30 minutes
i have given up

This bank wants to offer a retail bank experience. But they don't want to offer many of the basic services that a retail bank provides.

Wait times, in my recent experience, for anything that needs discussing over the phone or via their online chat are extraordinarily long. Moreover the capacity of their customer service officers to meaningfully resolve anything if and once you finally get through is limited.

I have several accounts with Macquarie. I intend closing them all, even though it'll be time-consuming to go elsewhere- still I can't imagine that it could be any more frustrating than the prospect of dealing with Macquarie year-in-year-out.
MBL is interested in doing big deals with the big end of town. They are not really equipped, or motivated (beyond profit) to deal with retail customers. It seems to me they target affluent Australians, yet do little to provide a personal service that this group need, as sometimes their financial services requirements are quite specific and specialised.

MBL is quick to embrace digital technology- I suspect there are some very excited MBL boffins salivating over how AI will make the business more efficient and deliver 'innovative customer experiences' with little regard to what an even greater level of digital automation really means to depersonalising their customer interactions.
MBL, in my opinion, is quick to embrace innovation but it comes at the price of dispensing with quality customer engagement.

Macquarie used to be good a few years ago but they've lost their customer service. I just sat for 5 minutes navigating through all their menus on the phone, then still couldn't speak to any one. So I go online to try the live chat but, I can't do that without my macquarie ID !!! So I need to speak to someone, which is near impossible. So my question goes unanswered

I have been trying to get a pay-out figure for my home loan. You wouldn't think it could be that difficult. It would be easier phoning ASIO and asking to get names and addresses of their operatives.

Macquarie bank in my opinion have the worst customer service of any bank I have ever dealt with. I've been in business for over 35 years, we had our account blocked constantly as we processing accounts payable and wages, no explanation nor apology given, no transparency from this bank. I've had my lawyers lodge a complaint with the AFCA. The only path open to me is litigation to recoup expenses and cost. My advise is DO NOT BANK WITH THESE PEOPLE

I opened a high interest savings account yesterday and it was the easiest and fastest process of this type that I have ever encountered. Everything worked the first time exactly as it should and I was able to transfer money into the account within 5 minutes. I had called first to ask a couple of questions and although I did have a short hold time, I did get to speak with a human very quickly. The customer service representative was friendly, helpful and knowledgeable and my questions were answered fully and quickly. I will be moving all of my banking requirements to Macquarie.

I have a super account with them. In the chat option, there is no option called superannuation, and mind you, I ony have a super account with them and logged in I was on line simultaneously for half an hour (not the first time). why the hell dont they have a facility to leave your number for them to call you back. They are apparently leaders. Absolutely frustrating. I am sure, if I leave this feedback on their website or complaints department, it will be ignored. I have decided to move away from them.

We are a Business Customer. We requested to add signatories to our bank account. Macquarie took TWO MONTHS to get back to us - despite us following up numerous times through their 'chat' and by email - after 2 months we sent in a formal complaint - finally got a response - with a demand for so much paperwork it was crazy. Their demand stated 'If we don't hear from you by 19 November, we'll close this request'

We had returned from overseas and to work so additional signatories now not needed so ok - unhappy but wasting more time to pursue deemed not worth it - we have a business to run.
7th January 25 - Macquarie froze our accounts!

Contacting Macquarie to resolve was just a joke. They have no branches so limited to 'chat' and phone - clearly calling is not encouraged.
When asked them to confirm the timeframe delay to date in writing we were advised 'I'm so sorry, looks like the case was incorrectly closed' (lucky we screen shot everything and kept a copy of the emails...) - Initial request was 6th Sept 24 - their response (following our formal complaint in writing) was 6th Nov 24 .... two months. They advised by chat that 'we currently don't have the functionality to provide you with a chat transcript'(?) - what - the technology isn't available (??) - The 'chat' advised no supervisor available - 'my supervisor will just tell you exactly the same thing I have told you' - when asked if they were refusing to refer to a supervisor they advised one would contact us tomorrow morning (nope). Given the previous 2 month delay our expectations were low anyway. Another complaint sent.
Meantime we can't pay wages or bills....
Every time we contacted them they raised a new 'Case Number' and advise 'a case manager will get in touch with you within 1-2 business days' but they don't. By about the 5th case number we were pulling our hair out. Finally got through by phone - clearly their call centre is not located in Australia - pre-scripted responses. We have now opened a Westpac bank account and are transferring everything over - Macqurie's 'online only' approach is horrible. In addition to which, Macquarie can't facilitate international transfers - in this day and age? Really? Technology doesn't seem to be their strong point and neither does responding. Freezing a small business account is serious, but not even a phone call to discuss? TERRIBLE customer service. If possible to give a zero rating we would.

I have been a long-term customer of this bank, but my recent experience has been nothing short of appalling. I lodged a simple complaint regarding a minor request that could have been resolved promptly. However, despite making this same complaint THREE TIMES, the bank has shown no willingness to be customer-oriented or even responsive in a meaningful way.

When I escalated the issue to AFCA, the bank was given three weeks to respond. Shockingly, they waited until 4:00 PM on the last business day of the deadline to reply—only to deny my request again without offering any real justification.

This kind of behavior is unacceptable, especially for a bank that markets itself as valuing fairness and honesty. It feels as though they are taking their customers, especially average, middle-class people for granted.

The lack of respect, transparency, and basic customer service I have experienced speaks volumes about how they operate.

I opened a new account in my name. I transfered money into it. Then i made a small transfer to another account in my name at another bank. This was blocked by Macquarie. I then rang their support to get it released. I was told that they understood and the account was unblocked. I then made a larger transfer using most of the funds. It was to exactly the same account from the very same account at Macquarie that i had used first time. It was also virtually the same transaction that the first lady seemed to understand. It was also blocked again. I rang again and spoke to another support lady. She said it was a possible scam. I explained the basics. If i transfer money from one of my accounts to another it is definitly not a scam. A scam has to involve a third party. Its like me taking money out of one pocket and placing it in another pocket of mine. Anyway despite me ecplaining everything to the first woman and the second transaction being between the same two accounts, the second lady assured me the account was now unblocked. I immediately tried to finish the transaction but guess what- it was blocked! I have since lodged complaints and was again told that it was a possible scam. I explained again that the whole process only involved me transferring money from my account to another account i own. I am amazed at the terrible service. I was simply testing the bank with two very simple transactions both from one account of mine to another. I am an accountant a tutor at university in finance, strategic management, research, computing, risk management and other subjects. So far no one at Macquarie would even pass first year

I am a customer with Macquarie Bank, and while their multiple transaction accounts and interest rates are great, that's about the only positive experience I’ve had with them.

Their salary payment processing times are incredibly slow compared to other banks.
When I raised this issue, their customer service was unhelpful. They blamed "external financial institutions" without addressing why the same payment reaches other banks so much faster.

Their payment processing and customer service has been extremely disappointing. Macquarie Bank seriously needs to improve both their systems and how they handle customer concerns.