Homeloans customer frequently asked questions

About my loan

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• Who do I call if I have a query about my loan?

  Contact Homeloans Client Services on 1300 78 78 74.

• How do I contact Homeloans?

  By phone on 13 38 39 for new customers or existing customers can call 1300 78 78 74 or making an enquiry online. 

• Does Homeloans have online banking and phone banking? How does it work?

  Click here to access our online banking.

  Phone banking is offered by each of our individual lenders. See below phone numbers for our different products:

  • Homeloans MoniPower, Balanced Special, and Hassle Free  - 1300 300 893
  • RMT - 1300 551 088
  • Homeloans ProSmart and Smart Saver - 131 455
  • Homeloans Ultra and Premium - 1300 300 988

• Does Homeloans have branches that I can visit to speak to someone if I have a query about my loan?

  As our customer research has told us that once their loan has been set up the vast majority of our customers would prefer to deal with their home loan provider remotely (by internet, email or telephone), we do not have a network of branches.  Our focus is therefore on being able to offer excellent service via our call centre, by email and by providing internet banking.

  However, as many of our customers do prefer to deal face-to-face to select a loan and carry out the application process, we have a network of satellite offices and mobile loans consultants in many locations Australia-wide, enabling you to visit us, or we can visit you!

• Is there support available for me if my financial situation changes?

  Absolutely. If anything changes, or if you have difficulties meeting your repayments please call 1300 78 78 74 and we will talk you through your circumstances and the options available to you.

• Why does the interest charged on my account change from month to month?

  Interest is charged daily and calculated for the month. As each month can have different amount of days, the interest charged each month can change.

• When I fix my interest rate, when will the new rate take effect?

  The fixed rate will take effect from your next monthly repayment due date.

• My fixed rate term is coming to an end, what do I need to do?

  We will send you a letter in the mail approximately one month before your loan's fixed-rate term is due to expire. The letter will outline the new fixed rates Homeloans can offer you and the new variable rate applicable to your loan should you not choose to fix your rate again.

• Does my loan have exit fees?

  Loans contracted on or after 1 July 2011 are not subject to Deferred Establishment Fees (DEFs). Prior to this time most lenders, including Homeloans Ltd, included DEFs in mortgage products. These fees would only be levied in the event that the loan was discharged within a specified period. If your loan contract is dated prior to 1 July 2011, it may be subject to a DEF, and this will be outlined in your loan contract.

• How can I refinance my loan to Homeloans?

  Simply submit an online enquiry. One of our consultants will call you within 24 hours and organise everything for you.

  Alternatively, call 13 38 39 to speak with one of our consultants.