How Ubank Helped a Customer Settle Her Property—From a Hospital Bed

 

When Zoe chose Ubank to refinance her property, she expected a great home loan rate and a slick digital experience. What she didn’t expect was a caring lending team and customer centric bank that would go above and beyond—right when she needed it most.

When Zoe went into hospital for a hip replacement, she funded her account to cover costs and fees associated with refinancing. She fully expected to have enough time to recover before her property settlement date – but a bad reaction to medication left her out of action and feeling terrible for days.

Then came the curveball – a $70 shortfall on settlement day. That’s when Ubank’s team, led by lending specialist Anna, sprang into action to save the day.

“I knew Zoe had been in hospital for hip surgery, so when I called her mobile and just got voicemail, I knew something was wrong,” Anna said.

Typically, a shortfall on settlement day can result in penalty interest, delays in property transfer, and potential forfeiture of her deposit.

“Ubank were not going to let that happen to Zoe,” Anna said.

We coordinated across departments, resolved the shortfall, and ensured the property settled on time. Zoe didn’t have to make a single call or send a single email – the Ubank team handled it all.

Feeling sore and nauseous, Zoe woke up in hospital to the news that the refinancing of her home had gone through without a hitch.

“I logged on to the Ubank app from my hospital bed and saw a $70 payment had been made to cover the shortfall – I literally couldn’t believe it,” Zoe said. “I was so relieved and grateful. Ubank literally saved my property dream from becoming a total nightmare”.

And Zoe’s story doesn’t stop there. Weeks following her refinancing, Zoe sold her property to upgrade to a newer unit. Naturally, she once again looked to Ubank for a great rate for her home loan.

“As a customer, I’ve had a wonderful experience with Ubank so naturally they were my first consideration when I was looking for a home loan for my new place – and I am happy to say they came through for me once again,” Zoe said.

“I’m so grateful to Anna and the Ubank team for their care and professionalism. Having my bank step in and take such thoughtful care of my needs during a really difficult time meant everything. Ubank’s support was truly outstanding,” she said.

Zoe’s story is a powerful reminder that in a digital-first world, empathy and decisive action combined with excellence in customer service can truly transform the customer experience.

Hearing Zoe’s customer feedback makes Anna feel very proud about working for Ubank.

“Every customer has a story, and every loan is more than just a transaction. For our customers, a property purchase is a step toward a meaningful life goal and I love helping them take that journey with confidence and care,” she said.

“It’s in life’s most challenging moments that our support matters most. Being there for our customers when they need us isn’t just part of the job – it’s what defines us.”