How to file a complaint and get quick results from ME Bank
How to submit a complaint with ME Bank
There are several ways to contact ME Bank about a complaint:
- Phone: Call 13 15 63 (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:
- Acknowledgment: Instant (by phone) or within 1 business day (online/mail).
- Resolution Timelines:
- Simple issues: 5 business days
- Complex or hardship/credit matters: up to 30 or 21 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.
Got an issue with ME Bank? Send your complaint instantly!
Real ME Bank complaints and how they were 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.
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