Had an issue with ME Bank? Get a real response.
ME Bank is an online bank based in Australia, providing customers with personal loans, home loans, credit cards, bank accounts and more. There are a few ways you can submit a complaint with ME Bank, including via a phone call (13 15 63), through the Secure Chat in-app, through an online form, or by written mail. You should get confirmation that your complaint has been received within 1 business day, with ME Bank aiming to resolve your issue within 5 business days. But complex cases can take between 21-30 days.
Since ME Bank is entirely online, most of the complaints customers have reported are referencing issues with online banking and problems with the app. Other customers have also reported long support wait times, difficulties accessing their accounts, delayed fund transfers, unexpected charges, and general poor communication from the customer service team.
When you submit your claim, you can expect ME Bank to send through a confirmation letting you know they’ve received it, where a specialist will then be assigned to your case and provide you with an outcome within 5 business days. These outcomes often include an apology, correction, refund, or explanation. But if you’re not satisfied with the outcome that ME Bank offered you, it’s well within your right to escalate the issue further to get a resolution you’ll be happy with.
How to submit a complaint with ME Bank
There are several ways to contact ME Bank about a complaint:
- Phone: Call 13 15 6o (Mon-Fri 8am-8pm, Sat 9am-5pm AEST/AEDT). Ask to lodge a complaint and note the advisor’s name and case reference.
- Secure Chat (App): Via the ME Go mobile app under Profile → Help ME → Contact ME → Chat to ME.
- Online Form: Use the complaints form on ME Bank’s website and keep your confirmation number.
- Mail: Write to Customer Relations, ME Bank, GPO Box 1345, Melbourne VIC 3001.
Tip: There’s no public complaints email listed. Use the online form or call for fastest results.
Here’s what you can expect:
- Confirmation: Instant (by phone) or within 1 business day (online/mail).
- Resolution Timelines:
- Simple issues: 5 business days
- Complex or hardship/credit matters: up to 21 or 30 days
- Simple issues: 5 business days
- Investigation: A specialist will handle your case and may contact you for more info.
- Communication: You’ll be kept updated by phone or email (your preferred channel).
- Final Outcome: If it takes over 5 days, you’ll receive a written resolution. Outcomes may include an apology, correction, refund, or explanation.
ME Bank promises to treat you respectfully, fix mistakes, and never penalise for making a complaint.
Common complaints against ME Bank
These are the top issues ME Bank customers report:
- Online Banking & App Problems (e.g. transition to ME Go, login/access issues)
- Long Support Wait Times (especially during major updates or outages)
- Account Access or Delayed Fund Transfers
- Redraw Limits or Unexpected Account Changes
- Poor Communication about system changes or product adjustments
If your experience matches one of these, you're not alone. ME Bank has acknowledged these pain points and made improvements, but frustrations still arise.
ME Bank complaints submitted through Ajust
I needed to access my new account and close a credit card, but weeks later I was still waiting with no clear updates. The delays made it hard to manage my finances and left me feeling ignored. I expected better communication and a fair resolution. - Kass
After months of back and forth, ME Bank still hadn’t resolved the fraudulent charges on my credit card. The lack of urgency and support left me anxious and ready to escalate the complaint just to be heard. - Gerard
My online access was blocked while overseas-even after I informed ME Bank about my travel. I couldn’t reach support and ran out of phone credit trying. It’s scary being stuck without access to your money when you're far from home. - Josh
I reported a duplicate payment after a small transaction, but instead of fixing it, ME Bank delayed, made excuses, and passed me between staff. If I hadn’t checked my account closely, I would’ve never noticed. It made me question everything. - Anna
How other consumers ME Bank complaints got resolved
Redraw Controversy: After backlash, ME Bank restored redraw access and apologised.
Blocked Transfer Before Home Settlement: Escalation to social media and bank execs helped release funds just in time.
Locked Account During App Migration: Resolution came via Facebook support after failed calls. Card was expedited and account access restored.
Still not resolved? Here’s what to do:
- Ask for a Manager or the Customer Relations Team: Request your case be reviewed by someone senior.
- Document Everything: Save emails, dates, and names of people you spoke to.
- Remind Them of Deadlines: Most complaints must be resolved within 30 days.
- Mention External Escalation: Referencing AFCA can encourage faster internal resolution.
- Escalate Further (if urgent): As a last resort, contact BoQ or the media (but often just flagging your intention to do this gets action).
If you’re still not satisfied:
- AFCA (Australian Financial Complaints Authority)
- Lodge online at afca.org.au
- Call 1800 931 678
- Free and legally binding if accepted
- Lodge online at afca.org.au
- When to Use AFCA:
- You’ve had no resolution in 30 days, or
- ME Bank’s final response is unsatisfactory
- You’ve had no resolution in 30 days, or
AFCA can require ME to compensate you, waive fees, or correct errors. Many customers report issues resolved within days once AFCA is involved.
- Complaints & Feedback Page: mebank.com.au/contact-us/complaints
- Online Complaint Form: Lodges complaints directly with a confirmation number
- ME Bank Contact Page: General support and lost card contacts
- Complaint Guide (PDF): Details complaint process and escalation paths
- AFCA Complaint Portal: afca.org.au
Use these links to lodge, track, and resolve your complaint with ME Bank.
ME Bank Complaints FAQs
How do I submit a complaint to ME Bank quickly?
The fastest way to submit a complaint to ME Bank is by phone or through the ME Go app’s secure chat. These methods give instant acknowledgment. If you prefer a paper trail, use the online complaint form on their website for a confirmation number. ME doesn’t offer a direct email for complaints, so avoid wasting time searching for one.
What happens after I lodge a complaint with ME Bank?
You’ll get an acknowledgment instantly by phone or within one business day online. Simple complaints are usually resolved in 5 days, while complex ones can take up to 30. A specialist will handle your case and keep you updated. If resolution takes longer than 5 days, expect a formal written outcome.
When should I escalate a ME Bank complaint to AFCA?
Escalate to AFCA if ME Bank hasn’t resolved your issue within 30 days or if you’re unhappy with their final response. AFCA decisions are free, legally binding, and often result in compensation or corrections. Many customers report faster resolutions once AFCA is involved.
What are the most common ME Bank complaints?
Most complaints relate to online banking issues, long support wait times, access problems, redraw limits, and poor communication during system changes. These frustrations are common and often tied to ME Go app transitions. Knowing others face the same issues can help you feel justified in pushing for a fix.
You’ve done your part, now it’s time to hold ME Bank accountable.
Take the final step and submit a complaint that gets seen and responded to.