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Case Study: Mark

We're interviewing some of our amazing loans.com.au customers to get to know their home and car-buying stories.


Home loan customer

Meet Mark, a customer of ours who came to us when he wanted to refinance his home.

Age: 40s

Stage of the journey: Homeowner

Mark Mark

We had a chat with Cairns-based teacher Mark and asked him a few questions about his experience, challenges, and how he overcame them.


As a result of a change in circumstances, I had to refinance my home. After various delays with other lenders and also a mortgage broker, I found loans.com.au and applied for a loan. They were very good. Philip and Sonya communicated well and worked speedily to progress my application throughout a challenging settlement situation.

I found that loans.com.au’s application app OnTrack was a great tool to upload documents and check in on my loan progress. A big issue/delay I’d had with other potential lenders was constantly having to call and follow up but with OnTrack I could just log in, see progress and upload additional information that was needed.


  • Delays with other lenders and broker


  • Contacted other lenders including loans.com.au

“loans.com.au were very patient and professional.”

How was your loans.com.au experience?

Very good. My support people Sonya and Philip were great throughout. They were very patient and professional. When I did need to call and check in, all other staff were very friendly. I never waited longer than five minutes for my call to be answered. 10/10 service.

loans.com.au customer?

If you’re a loans.com.au customer and would like to be featured, we’d love to hear from you! Send us an email at community@loans.com.au and we’ll get in touch.

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