An elderly Sunshine Coast resident has spoken out against changes to local banking services, with concerns over the loss of face-to-face options.
The Heritage Bank branch at Stockland Caloundra is set to become a Lending and Advice Centre when it reopens as People First Bank, with some over-the-counter services moving to self-service or other payment options.
A Heritage Bank spokesperson said the changes were part of the transition to People First Bank, with customers continuing to have access to local staff.
Caloundra resident Ron said he was disappointed by the changes, particularly the removal over-the-counter cash withdrawals and BPAY payments, and the coin machine.
“I feel sad for all us oldies who rely on that over-the-counter service,” he said.
“When they merged, they said we would not lose any service.
“I have already expressed to the staff that I am changing banks.
“The name maybe People First Bank but people don’t come first. When you take away a service, there is no choice.”
A Heritage Bank spokesperson said customers would continue to receive personal, face-to-face service from the same local team.
“Cash deposits and withdrawals will be available through our Smart ATM rather than over the counter, with our team there to help whenever needed,” they said.
“With coin usage in general decreasing, there will be no coin deposit machine in the Caloundra branch. However, they will continue to be available in our Maroochydore and Palmwoods branches.
“We understand face-to-face banking remains important for some customers and our team will continue to provide personal support with their banking needs.”
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The spokesperson said the bank was also phasing out over-the-counter BPAY payments across its branch network.
“This service is used by a very small number of customers and other payment options are available,” they said.
“Our team will help affected customers find an alternative that works for them.
“This applies across People First Bank and is not related to the Caloundra branch conversion.”
The changes come as part of a broader restructure by People First Bank, which announced in January it would permanently close 15 branches and three agency outlets across Australia from March 12.
Among the closures was the former Heritage Bank branch at Kawana Shoppingworld in Buddina.
The latest closures followed the shutdown of 18 branches in April 2025. They were among a series of branch closures by People First Bank over the previous two years.
People First Bank was created in March 2023 through the merger of People’s Choice and Heritage Bank.
Heritage Bank and People’s Choice Credit Union merged in March 2023, with the combined organisation later adopting the People First Bank name.
The customer’s last name has been withheld at his request for privacy.
