the mozo blog

Late last year, consumer group Choice won a significant victory in the conservative (ie stubborn) field of bank fees. NAB declared it would drop dishonour fees on overdrawn savings and transaction accounts following a backlash against the unpopular charges. And now businesses will reap the rewards, too.

The bank was pressured both by ongoing complaints and the Reserve Bank’s disclosure that the industry raised almost $1 billion in dishonour and exception fees. While the cause was taken up in defence of underprivileged account holders, small business will also enjoy the fruits of fee free accounts, which come into place this week.

At this stage, none of the other big banks have followed NAB’s move, but it’ll be interesting to see whether more consumer agitation drives changes that also benefit small business. We’ll keep you posted.

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Perhaps it’s the looming prospect of a few days break or maybe a few too many cups of eggnog at the Christmas party, but the banks’ proverbial sleighs really do seem to be a few reindeer short at the moment. Westpac’s banana smoothie video is an obvious case in point, but our video parody, Westpac Bank Bananas really says it all. With little more to add to the debate I decided to cast a wider net and look at what happens when the banks get a little carried away with their ideas on customer service.

I strolled down to a Westpac ATM and, upon instructing the machine to dispense my last $20, was greeted with an additional screen asking if I wanted the personal details of the bank manager. Partly intrigued and mostly bored, I wasted no time in pressing yes. I found out that the manager, Peta Cruickshank is, amongst other things, “pulling out all the stops”, “for blitzing fees” and is “dedicated to giving me fast answers”. In need of a fast answer as to what to buy my Dad for Christmas, I decided to call Peta on her mobile number. It went straight to: “you have reached the voice mailbox of ‘private number’. Beep”. She still hasn’t got back to me. Personal touch indeed.

It seems that this strive for customer service is rearing its ugly head at every turn. A friend who works for the financial services union told me that an unnamed bank’s renewed customer service push has seen quite a few complaints from staffers. Apparently the bank calls customers at random and asks them how the service was last time they were at the bank. If the rating is under 9/10, it impacts the staff member in question’s performance review. Here’s a particularly disturbing example: a customer was attempting to withdraw money and the ATM jammed so he had to go in to the branch to sort it out. The staff were very nice and helpful, but the customer gave the bank’s customer service a ‘0′ due to the ATM inconvenience. The helpful staff member got given a ‘0′ and a mark on her customer service record despite the incident being a result of a faulty machine. Don’t you just love it when the system works?

As an aside, would anyone else who’s seen the Commonwealth Bank’s most recent TV ad actually prefer their branch to have a basketball hoop instead of a customer service promise? Customer service should be a given and a basketball hoop would be a nice way to bide the time while the old woman in front of you counts change at the teller. Speaking of which, a male colleague of mine walked into a Commonwealth branch the other day, spoke to a young female teller and upon completing the transaction was asked to rate her out of ten. Cue awkward pause. He smiled, told her “11″ and bemusedly strolled off.

Ratings out of 10? Mobile numbers? Perhaps these lonely bank managers are fostering some kind of dating scene at branch level. Christmas is a time to spend with people you love after all!

Compare banks at Mozo.com.au

It’s not yet been a week since Mozo’s VICE Presidential race kicked off, and already Australians have confessed to a quarter of a billion dollars worth of spending sins. Who knew you were all so profligate?

Well, we kinda suspected…

But the big surprise has been the vices themselves, with Gadgets taking the lead on $77 million, closely followed by Shoes & Clothes.

Seems we’re a nation of chic geeks.

So what ever happened to the party-hard Aussie yobbo? After a strong start, Booze has drooped to a groggy $15m, and Ciggies are only coughing up $4.5m.

Of course, it’s early days yet, and having stepped over more than one xmas reveller on the way to work this morning, Mozo thinks there are a few sinners holding out on us…

So pop an aspirin and join the race to become Australia’s first VICE President.
http://mozo.com.au/vice-calculator

That five grand – and limitless kudos – could be yours!

I warned you.  Westpac were off the mark early on Tuesday morning with an aggressive term deposit rate, and I blogged that it would put pressure on home loan rates to increase beyond the RBA.  Bingo!  Westpac was first out with that announcement as well, so clearly they’d planned the whole thing: put out the term deposit good news first to take the sting off the home loan bad news.

St George are matching the Westpac term deposit offer, so no prizes for guessing what their home loan rates will do.

Now watch the other sheep follow the leader.

Compare home loans at mozo.com.au

Compare term deposits at mozo.com.au

Westpac has just launched an astonishing 1 year term deposit rate this morning: 6.80%.  They’re not even waiting for the RBA announcement this afternoon.

A 1 year rate of 6.8% is an enormous rate, bigger than any 1 year or even 2 year term deposit rate in the market.  Yesterday the best 1 year rate around was an online special from Rural Bank of 6.25%, and the best the Big 4 offered was 5.5%.  You couldn’t get any more than 6.5% even if you locked your money away for 2 years!

It’s true that term deposit rates have been on the rise for a while.  Even before today’s announcement, the average 1 year TD rate was 1% higher than 12 months ago, even though the Reserve Bank rate is still much lower.  But up to now, it’s been the smaller players leading the charge on Term Deposits rates: yesterday’s leading 1 year deposit rates came from Rural Bank, AMP, Bank of Queensland and Bendigo.  That’s primarily because they’ve struggled to fund their lending compared to the Big Banks, and therefore need to attract more deposits.  So the fact that today’s aggressive move has come from Westpac is a real eye-opener.

We’ve been blogging here at Mozo for a while about the emerging savings account rate wars.  Now the conflict is spreading.  The other players will need to sharpen up their own term deposit rates in order to keep money coming in.  This is a great time to be saving!

But we have to wonder, at what cost to loan rates?  Last month, Commbank CEO Ralph Norris was blaming higher term deposit rates as one of the things driving up home loan funding costs, and one of the reasons why he wouldn’t rule out increasing variable home loan rates by more than the RBA increases.  This certainly isn’t going to help homeowners!

Compare term deposits with mozo.com.au

As the clock ticks and the dust settles around Citibank’s Tuesday bombshell with the announcement of its Online Saver account, Friday looms as a landmark day in the escalating ‘Savings Account Price War’. Earlier last month, UBank issued a press release announcing a ‘rate assurance’ on its flagship USaver product, declaring that if the USaver base rate is lower than that of any of its competitors’ base or introductory rates, UBank will raise the USaver rate to match it. The assurance only lasts till the end of the year and is limited to the following products:

• ING Direct Savings Maximiser
• Bankwest TeleNet Saver
• Commonwealth Bank NetBank Saver
• Westpac eSaver
• ANZ Online Saver

Every Friday, UBank reviews the competition and makes changes as they see fit. The question is: will UBank take the bait and add the Citibank Online Saver to its list? If it does, it will be forced to match Citibank’s introductory rate of 5.5%. If it doesn’t, would UBank’s customers feel it is shirking its promise to lead the field? With the fickle high-interest savings account market largely driven by interest rates, can UBank afford to concede defeat over Citibank’s introductory period?

If Ubank fails to match the Citibank rate we could well see a raft of increasingly technologically and fiscally savvy consumers opening a Citibank Online Saver account for six months to take advantage of the higher rate and then transferring it back across to their USaver when the promotional period ends. With the ease of online money transferring and account application, this could pose a real and direct threat to the USaver.

As the adage goes, ‘you can’t win a war on a peacetime budget’, and the longer UBank fails to acknowledge the threat posed by Citibank, the greater chance it has of losing what market advantage it currently has.

So will battle lines be drawn? Keep your eye on the fireworks right here, as we bring you UBank’s response from the front lines tomorrow.

Compare savings accounts at mozo.com.au

Citibank has lobbed a savings grenade into the battle for the best high-interest account. But has it missed its target (Ubank) to land somewhere behind the Big Four’s line?

The answer lies in the little asterisk that sits next to Citibank’s brand new interest rate, making me a little bit uneasy – like sitting next to unexploded ordnance. First, let’s check out the big print numbers:

UBank USaver = 5.46%
Citibank Online Saver = 5.50%
UBank USaver = maximum amount of money you can have before you are subject to lower interest is $1,000,000.
Citibank Online Saver = maximum amount of money you can have before you are subject to lower interest is $2,000,000.

Pretty convincing, huh? But before you take that spare $1,999,999.99 and plunk it into the Online Saver, let’s dig a little deeper.

While Citibank does have the higher interest rate, it’s only for the first 6 months after opening the account. And then USaver has the option of setting up an automatic savings plan which gives you an extra 0.10% (for balances of up to $150,000) if you put away a minimum of $100 per month. So if you’re prepared to commit a small amount more to your savings (and $100 a month isn’t such a hard ask), you’re looking at a variable rate to 5.56% with no other strings attached.

The only real benefit that the Citibank account has over the USaver is that you can have up to $2,000,000 in your account before the interest rate drops back to their standard variable rate of 4.25%. Whereas the USaver rate stays at a minimum of 5.46% for balances up to $1,000,000.

Compare savings accounts at mozo.com.au

War! That mad game the world so loves to play – Jonathan Swift

The assassination of Archduke Franz Ferdinand by Gavrilo Princip in 1914. Germany’s blitzkrieg through Poland in 1939. Coca-Cola’s launching of ‘New Coke’ in 1982. The “I’m a Mac” ad campaign launched by Apple in 2006. All sparks that lit the fuse of war, whether military, cola or computer driven.

Swift’s words have rung true once again, as Citibank today launches its new Online Saver account, and in doing so, sparking the powder keg that is the savings account market. The once stagnant savings account market has been rocked in recent months, with UBank’s high interest rate without terms or conditions setting a seemingly unassailable benchmark for the competition against the backdrop of steady Reserve Bank rate rises pushing savings rates higher and higher. Whilst Citibank’s rate is only promotional for 6 months, it does see the first savings account rate from any competitor to better what UBank’s USaver base rate has to offer.

Stay tuned as we bring you more updates from the front lines over the coming days as we run the rule over the new Citibank Online Saver and see what UBank’s response will be. Fingers crossed we don’t get caught in the crossfire.

Compare savings accounts with Mozo.com.au

UBank’s USaver, already quite the consumer champion, raised its rate by 0.35% today (effective next Tuesday), lifting it once again head and shoulders above the competition. Having sat out the last Reserve Bank rate rise, eyes were firmly aimed at the NAB-backed upstart to see whether it had perhaps conceded in its revolutionary push towards top spot in the savings account market. Alas for ING Direct and co., UBank had no such ideas, and have once again set themselves at the head of the pack.

Also of great news to existing account holders, was UBank’s rate assurance last night, declaring that until the end of the year at least, that USaver interest rate will not fall below that of their chief rivals (including introductory promotional rates), directly labelling accounts by ANZ, BankWest, Westpac, ING Direct and Commonwealth Bank as their chief competition (though surprisingly no Raboplus…).

So the time’s never been better to snap up a USaver account, once again a good 0.2% or more above its rivals. Get in quick while the rate assurances are hot I say!

Want to make up your own mind? Compare Savings Accounts on Mozo.com.au

The fastest thing on four legs on Cup Day was in fact the major banks, with their fastest-ever reaction to the RBA rate rise.

After last month’s RBA rate rise, I wrote here about the Underhanded, not even-handed way that the major banks passed on the increase faster than they passed on previous rate cuts.  Across all their home loans, that little trick saw them pocket something like $17 million extra in October.  Our story was also picked up by the Daily Telegraph.

Well clearly the banks read it as well.  But instead of embarrassing them into being fairer to their customers, it seems all I managed to do was encourage them to screw you even harder.  The Big 4 managed to pass on the November RBA rate rise even faster than the last one!  When the RBA cut rates by 1% in February, it took the major banks an average of 8 days to pass on the cut and in April it took 10 days.  Last month they passed on the RBA rate rise in just over 5 days, and this time around they’ve taken only 3.5 days.  It is staggering to think that, had they passed on the 1% cut in February as fast as they acted this month, borrowers could have saved as much as $80 million.  That is simply taking advantage of their market position, and taking you for a ride.

And that’s what I call Shocking!

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