Extremely Disappointed With BetterBond’s Service

My experience with BetterBond started off extremely well. The pre-approval process was nothing short of amazing. The consultant communicated clearly, kept me informed throughout the process and guided me every step of the way. Based on that experience, I had a very positive impression of BetterBond.

Unfortunately, everything changed once we found a property.

The estate agency allocated a different consultant to handle the bond application. The consultant never contacted me to introduce herself or explain the process. When she eventually called, there was no proper introduction — the conversation started with, “I hear you have questions.”

From there, the communication has been extremely disappointing. Most of the communication has been through WhatsApp, with very short, abrupt messages and little to no explanation of what is happening, what the next steps are, or what I should expect from the process.

The only positive is that two banks apparently came back with responses within a few hours, which is impressive. However, I still have no proper understanding of what has actually been offered, what the interest rates are, what the terms are, or what happens next.

What makes this even more frustrating is that I have to constantly follow up myself. There is no proactive communication, no proper greeting or check-in, and no sense that someone is actually taking ownership of what is a very important transaction.

This is not a loaf of bread that we are buying. We are talking about a house and a significant financial commitment. Customers deserve proper communication, professionalism, guidance and reassurance throughout the process.

I am genuinely disappointed because my initial experience with BetterBond was so good, which makes the current experience even more frustrating.

At this stage, I would not use BetterBond again and would not recommend them to anyone based on this experience.

BetterBond needs to understand that securing a home loan is a major life decision for a customer. Communication and professionalism should not disappear once the application moves to another consultant.