Westpac

Rating: 0/5 Stars Westpac’s digital systems and services are completely backwards and archaic. It is, without exaggeration, the worst banking… Read more

experience I could imagine.

The customer support loop is an exercise in futility. Their chatbots are woefully useless, yet when you attempt to bypass them by calling the help line, you are simply directed back to the same bots before the line goes dead. It is a circular system designed to prevent you from actually speaking to a human being.

Most absurdly, their processes seem trapped in a bygone era. To set up simple auto-repayments for a credit card, I was informed I had to print and sign a PDF, then physically take it into a branch. We are well into the 21st century; requiring physical paperwork and an in-person visit for a basic digital function is pathetic. This isn't the 90s, but Westpac hasn't seemed to notice.

Avoid this bank if you value your time or expect modern service.

If I specifically designed a bank application process to be as difficult and confusing as possible, it would look a lot like the application for this… Read more

Westpac card. Applied online, uploaded my documents, Westpac helpfully confirmed my ID was verified… and then few days later asked me to verify it again online. Dutifully did so. Then Westpac asked me to go to a branch and get the branch to verify my ID in person and ask them to call someone at Westpac to confirm that Westpac had, in fact, verified my ID. Again I complied. At the branch, the Westpac staff called one call center team at Westpac, got redirected to another, and a 30 minute wait. Told someone would call me back instead. Two hours later, I got that call… from a team who said they couldn’t actually help and that all looked ok on their end and to speak with another team. Cue another hour on hold, and a very confused conversation about verifying my ID. By this point, it felt like Westpac was deliberately trolling me. They still keep sending emails saying “Your application requires action” and to attend a branch to verify ID and ask Westpac to speak to Westpac.

I’m not concerned about the outcome, I’m just following the steps I’m being asked to take and getting given the total runaround.

First time I've claimed on my credit card complimentary travel insurance Westpac / Allianz ... for a lost apple watch. Claim accepted but got back… Read more

$50! after excess and depreciation applied. For any luggage type claim - value of goods depreciated at 15% a year from purchase - which - say three years - will reduce value (not anything to do with replacement $) close to 50% and continuing, up to 80%. Advised I was lucky it wasn't 20% a year which is applied to all electronic goods eg your phone.

Would be a good thing to check on comparable policies, high risk your luggage and effects close to worthless.

And I asked what happens if I my wedding ring stolen- advised I would only get what I paid for it (assuming that is less than what it is worth today- it's always the lessor value) - so if I bought it 30 years ago for $800, will not take into account present day value.

Beware!

This card is a complete rip off and scam, I am devastated at the amount of money I have lost using it. I have just calculated that in a ten-day trip… Read more

to Bali, it cost me $500 in conversion and ATM fees. I would have been better exchanging cash over there... While it has been helpful in the past with a backup card in case one is lost and general reliability in obtaining money overseas and making payments, the cost seems far too unreasonable.

I recently worked with Sean to refinance my home loan and I couldn’t be happier with the experience. He made what I thought would be a complicated… Read more

process feel smooth and straightforward.

Sean was incredibly efficient and kept everything moving quickly. He was always responsive, explained every step clearly, and made sure I understood all my options before making any decisions.

What really impressed me was his knowledge and attention to detail. He answered all my questions with confidence and made me feel completely supported throughout the process.

I’m very grateful for his help and would highly recommend him to anyone looking to refinance or review their home loan.

We had our roof replaced due to hail damage, tradesman went on the roof less that 3 years later to discover it had started to rust. The inspector… Read more

agreed there was a problem but the company is blaming us! getting ready to fight the decision..... Westpac prides itself with lifetime warranty hahahahaha

I hope this is right. They increased the price for no reason and lowered value of Qantas points for no reason.

Like others here it’s an extremely confusing process made out to look simplistic when really it’s just more or less using the regular features of… Read more

your credit card. Your credit card is still charged as normal, it’ll just set up some regular direct debits. Useless product.

1 year on and Westpac still giving me hell. I go to buy something from Coles online and I get this message saying I need a code but then when I press… Read more

continue to I get sent a code no the transaction is cancelled.

I gave up 18 month sago and recently tried it again and it worked for the past 8 weeks and now I get this error message fro Westpac on the screen.

Westpac don't use humans any more on phone help lines its all AI cr#p where it can never ever understand what you are saying. AI a disaster story looming and will turn customers away to people that manage banks over machines.

I am going to the news papers this time.

I don't have this problem with Woolies or any other company on line its just with Coles. Coles say it Westpac fault and Westpac says well they say nothing as the AI gets you no where.

I’d rate this zero if I could. Westpac still owe me money. I called 5 times to sort a balance transfer issue as an existing customer to no… Read more

resolution. They advertise 0% for 24 months interest free, they didn’t apply that to my balance transfer. No one could help, the last person who tried just left me hanging on the line and transferred me elsewhere because they had no idea. Customer of 15 years + and they can’t even fix a basic issue. Unbelievably incompetent overseas call centre. This resulted in two complaints being generated, the second one I didn’t even ask to lodge one, they just automatically made a complaint without asking me haha

Attitude Was Uncooperative and Belittling – I want to do something fairly simple. I have an unsecured loan with WBC I arranged at a branch. I sold my car. I am contracted to buy a new car… Read more

subject to finance. I thought the easiest thing to do would be to ask WBC to change the unsecured loan to a car loan...after all car loans are half the interest and I dont have to move money, banks etc.

The attitude I struck from the phone banker was astounding. By the end of the conversation I was confused as to what I was trying to do and basically refused to discuss it...The funny part of this is when I borrowed the unsecured amount I had a credit card with a higher limit than today and a second loan I have since paid off. A few questions would have discovered I am able to service the two loans if thats what I choose to do.

I cant believe a personal loan specialist working for the call centre is allowed to treat clients the way I was treated. I did quite like WBC, and did consider moving the home loan there however this person has totally put me off dealing with them.

They Suck – If I could give zero, I would. I wouldn't bother with any product of Westpac..

Opened the eSaver account hoping for high interest. Met all requirements but still getting 1% interest. Called the bank and the operator explained I… Read more

need to have the balance higher than the previous by month end to get the promotion rate. That's just like the Life account. When I questioned that he said it's the same just different interest rate. Good way to scam people. I won't put any saving with thme anymore

Title: Conditional approval stalled (Case #8107559940) – ignored emails, impossible document request & no phone support We are existing Westpac… Read more

customers with an active home loan, and until very recently we were in the middle of a Westpac car finance application for a new vehicle purchased from a licensed dealer, under Case Number: 8107559940. The experience has been extremely disappointing and ultimately forced us to abandon the finance process altogether.

We received conditional approval on 6 January 2026. On the same day, we immediately supplied every document requested, including the dealer invoice / contract of sale, which Westpac had confirmed over the phone was the final required step.

After this, we were contacted and asked to provide registration (rego) papers. For a new car purchase, this is not possible — dealers do not issue rego papers until the day of vehicle delivery, once the vehicle is 100% paid or financed. This was clearly and professionally explained to Westpac in writing.

That response email was then completely ignored for over two business days. No acknowledgment, no clarification, no follow-up.

During this time, we made multiple attempts to call Westpac to resolve the issue. Each call involved being placed on hold for close to an hour, with repeated automated messages stating “you are next in line” — yet no one ever answered. After waiting excessive periods, the calls had to be abandoned.

This left us in an impossible position:

Westpac was requesting documents that cannot exist yet

The dealer could not release the vehicle without finance

Westpac would not progress the finance without documents only issued after finance completion

This is not an unusual scenario — it is a standard new-car purchase — yet no one at Westpac appeared willing or able to take ownership of the issue.

As a direct result of the lack of response, unanswered calls, and stalled process, we were ultimately forced to pay cash for the vehicle in order to proceed with delivery.

We are posting this review to formally highlight a breakdown in Westpac’s car finance process and communication, particularly concerning how existing customers are treated, and to request acknowledgment and escalation of this matter. If Westpac reaches out to address what went wrong under Case #8107559940, we are happy to update this review accordingly.

For a major Australian bank — especially one we already trust with our home loan — this level of service is unacceptable.

Recommended for cash servicing and legacy banking – Overall a fantastic transaction account, with good service (if a little slow at times) when it's needed, and much improved daily banking tools. If… Read more

you're after a transaction account with great access to cash handling and in-person customer service, this is probably the best option available today.

Customer service wise, branches are available throughout the week nationwide, all with a Smart ATM, and many with 24/7 ATMs for cash servicing. Staff are usually friendly so long as you respect them, and reasonably quiet if visiting off peak. Do note the phone line is unavailable for general enquiries on weekends. Live chat is also available, although I couldn't get this to work in-app (one of many bugs found).

If you're using cash a decent amount, you can use ATMx and Precinct ATMs for free (in addition to Westpac and St George/Bank of Melbourne/BankSA ATMs and other banks), and deposit at any of Westpac Group's branches or Smart ATMs, as well as post offices.

The app can be slow and some features are just completely broken, but most things work very well and I much prefer Westpac's budgeting features over most, if not all, other banking apps' budgeting features. Online banking is also available, although it hasn't been updated with newer features like Osko payments or budgeting.

The account is free under age 30 or if you meet other requirements, and a Debit MasterCard is included - if you don't meet the requirements and want most of the same features, consider St George/Bank of Melbourne/BankSA as an alternative, as it does mostly the same thing for free at all times.

Delivered to wrong address – Its wonderful to have express delivery to the country areas....but....my son purchased a present from JBHI (love JBHI, they might want to reassess in… Read more

the best interest of their business who they use as a courier), he was home on the Monday & Toll left a card, thats ok, got online to do the redeliver thing, easy process. However come Friday & he checks delivery status, its already been delivered but to who. The signature is not his. Rang customer service & was on hold for 37minutes before a sassy customer service lady answered, she was ok but was very hard to understand as it sounded like she was yelling in the phone. She got a few details wrong. Anyways, we have to wait for customer service to call back within 24hours to resolve the missing JBHI package that was delivered to who knows now.

Unpleasant experience using Call Centre – Had a attempt made at a fraudulent transaction on my card. Fair enough Westpac block the card and tell me they are processing a replacement. Also… Read more

tell me that I will no longer be able to see the old card on online banking or on the App. Not correct. 48 hours later no new card processed, old card still featuring on online banking and App. Call to query and you are presented with people who seem to get selected by Westpac for their belligerent attitude. No straight answers, just pushing you from one person to another