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Case Study: Susan

We spoke with Susan, in Perth, about her property experience, challenges, and how she overcame them.


Home loan customer

Meet Susan, one of our wonderful customers who asked us to help refinance her home loan.

Age: 59

Relationship status: Married, 2 children

Annual household income: $140,000

Stage of the journey: 1 Owner Occupier Property

Susan Susan

We spoke with Susan, in Perth, about her property experience, challenges, and how she overcame them.


I had just completed a financial ‘health check’ on my property loan and realised interest rates were rising. After an initial search online, I decided I could be much better off if I refinanced, but I really didn’t want the hassle of switching to another lender, so I first approached my existing lender, one of the large banks. They said yes but wanted to charge $1,500 in administration fees. They wouldn’t budge. Another rate hike finally triggered me to start talking with loans.com.au, who had much lower setup fees and an even better home loan rate. I also realised I could unlock some equity, $20,000, which was perfect as I wanted to do a small renovation too. This would have the added bonus of increasing my property value considerably.


  • I didn’t want to move banks, it was too much hassle, but a wave of successive rate hikes forced me to seriously consider refinancing my home loan. I bit the bullet and started researching
  • Applying for a new loan can seem cumbersome, but when you do the calculations, it can certainly be financially worthwhile if it helps you reduce monthly repayments
  • I was used to speaking with someone in person, signing papers in person, doing business in person. I didn’t know what to make of the fact loans.com.au was an online lender

“I never experienced any roadblocks. Everything just went smoothly.”


  • loans.com.au offered me a really competitive rate, low fees and flexible loan options
  • The online application process was incredibly simple. Better still, I was able to speak with the call centre about everything. The team was amazing. They were always available to me

How was your loans.com.au experience?

They talked me through every question I had. I never had any problems with loans.com.au. I always had someone willing to speak with me at the drop of a hat. In fact, you gave me confidence that everything would work out just fine, and it did. Your communication is excellent. You always kept me updated. Since being with you I have even asked a few times if you’d reduce my loan rate, and you said ‘yes'. That’s great, because I don’t know of too many lenders who would do that. I felt respected. It was wonderful you validated my requests with action. I never experienced any roadblocks. Everything just went smoothly.

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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