Had an issue with Athena? Get a real response.
How to submit a complaint with Athena
Do not send a vague complaint to Athena. Use the complaints policy, the hardship support page, and the complaints email and tie the issue to account issues, billing or fee disputes, and app problems from the first paragraph.
- Start in the right place: Use the complaints policy, the hardship support page, and the complaints email for Athena so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account details, transaction references, statements, screenshots, and prior emails and explain what went wrong with home loan provider aimed at tackling all of the 'bad.
- Name the complaint theme: Say if the issue is about account issues, billing or fee disputes, and app problems so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a reversal, correction, refund, account fix, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
The first response from Athena often turns on how clearly the issue and evidence were set out when the complaint was lodged.
- Acknowledgement: You should get a case number, email, or some written sign that Athena has logged the complaint.
- Review: The business will usually look at account details, transaction references, statements, screenshots, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what Athena found and whether it will offer a reversal, correction, refund, account fix, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Athena
The complaint themes most likely to matter for Athena are below. Use the one that best matches your issue.
- Account issues: A recurring friction point that is worth naming clearly in your complaint.
- Billing or fee disputes: Charges that look wrong, fees you did not expect, or corrections that drag.
- App problems: A recurring friction point that is worth naming clearly in your complaint.
- Slow support: Slow replies, handballs between teams, or support that misses the actual problem.
Athena complaints submitted through Ajust
If Athena is still not dealing with account issues, billing or fee disputes, and app problems properly, escalate without restarting the complaint from scratch.
- Escalate internally first: Ask Athena to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the bank's internal dispute resolution process.
If Athena does not resolve a complaint about account issues, billing or fee disputes, and app problems, there is usually an external path beyond the business.
- Main external path: AFCA after the bank's internal dispute resolution process
- Why this route matters: ASIC may matter for broader conduct issues, but AFCA is usually the practical complaints route for consumers.
- Before you escalate: Keep your full Athena complaint trail together, including receipts, screenshots, emails, and any written responses.
If you want the complaint on record with Athena, these are the official contact points worth using first.
- Complaints policy: https://www.athena.com.au/complaints-policy
- Hardship support: https://www.athena.com.au/hardship-assist
- Email: hello@athena.com.au
- Phone: 13 35 35
- Postal contact: Ground Floor, 347 Kent St, Sydney 2000
Athena Complaints FAQs
Which channel should I use to complain to Athena?
Start with the complaints policy, the hardship support page, and the complaints email and label it as a complaint straight away. That makes it easier to move into the right internal process.
What happens after I submit a complaint to Athena?
You should usually get an acknowledgement first, then a review of the facts, then a written response. If the reply misses the issue, answer on the same thread.
What do people usually complain about with Athena?
The recurring themes are usually account issues, billing or fee disputes, and app problems. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
Is there an ombudsman or regulator for complaints about Athena?
Usually yes. The main external path is AFCA after the bank's internal dispute resolution process. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold Athena accountable.
Take the final step and submit a complaint that gets seen and responded to.