Antiquated and overly complicated online banking, very poor customer service response times, poor communication overall
We applied for a Bankwest construction loan on the advice of a mortgage adviser, due to the low interest rate. I'm trying to get them to make a progress payment to our builder and I'm getting an error message. I'm asked to enter a reference number which was sent in a letter to our morgage adviser, but not to me some months ago. This is the 2nd progress payment I've made through the bank portal and after a while I remember the letter and wonder if the reference number was in that letter - there is no helpful prompt about where to find this ref...number on the online screen - luckily I dredge up the letter and find the ref number. The second problem is uploading a copy of my builder's invoice. I get a message telling me "The page was not displayed because the entity is too large". The file I'm trying to attach is well within the file size limit. There is no back button on this message screen, and the original form I was using was replaced by this error message, so I have to start all over again. I try using the online Bank chat but it tells me I may get a response in a day or 2. I try ringing - they're too busy, but at least I can request a call back so I don't have to hold and wait for them to answer. I don't know if Bankwest was always this bad. Probably not, but Commonwealth Bank have done nothing to improve things, I'm certain. Bankwest have told me they are planning a redevelopment of their online banking system and invited me on to the "Ideas Lab" - but no indication of how I can report things like this unhelpful error message - apart from making a complaint via online banking. During the mortgage application process we only communicated via the broker and I did not like that process at all - in the end we are left with an overly clunky online system. I am comparing this to 3 other banks with which I conduct online banking, including our previous mortgage lender, which was incredibly straightforward and simple when operating our offset/old style Equity line account - in comparison to the Bankwest system. With Bankwest, you have to double check every page you are presented with in order to pay a bill by any method. Paying a bill with the other banks is far simpler and quicker. I am wasting far more time on the Bankwest site than I ever have on my other banks' websites.
Nothing ever works
Applied for a car loan back in 2019, wasted an hour going through the application process only to be knocked back for no reason given so got finance somewhere else. And trying to set up automatic payments is impossible, sometimes it makes payments other times it decides not too (also for no reason given) so bills have to be paid manually like the dark ages.
Had loads of other issues with this lot and everytime I want to do anything banking related I get anxiety knowing that there's a problem with ABSOLUTELY NO EXPLANATION!
I Thought they were great, until.....
Never has an issue with the bank until I needed to call them because it's the only way to change the daily limit. It has been more than 25 minutes of wait and I still cannot reach anyone o complete this transaction. This is not something I could do online or by other means. All the good-will they made over the years is gone. Stick to Commonwealth Bank, best in Australia.
BTW, the guys working in Customer Service are great, response times are unacceptable.
Great until its not
Fine enough until you are stuck having to call them for anything, then you need a few weeks leave saved up to wait so you can wait on hold until you get through to someone.
Same issues as listed by all the other reviewers
Been with BW 20 years.
BW has closed our Hero account twice (over several years) with no notification.
Tried online application for a Hero account as existing customer - application hangs.
Then tried online application for Hero account as new customer - cannot verify personal details (nothing wrong with Services Australia data - we checked).
BW Help desk answer: 'probably because you haven't been into a branch for a long time'.
I think we qualify as heroes after the above, certainly not BW.
For everyone's entertainment, I have just successfully opened a CBA savings account which took all of 3 minutes, all online.
I 've switched to this bank and I'm not thrilled.
I 've switched to this bank and I'm not thrilled. My bank amount keeps changing. I'll have say 40 dollars and all of a sudden two days later I'm in minus and getting slogged with a overdrawn fee. I had money in bank then next day I was in a rear's and then next day I've got less but money in account again. How the heck does that happen.
Bankwest just cancelled my card
Been with Bankwest as a credit card customer for over 5 years, received a letter today saying they will not issue a new card when my present one expires. Never missed a payment and always paid the whole balance. Rang them up and asked them the reason. Apparently I don't use the credit facility enough to be a valid customer anymore so they are throwing me away. But get this I can reapply in 6 months to get a new credit card. This is the brave new world of customer service. Or maybe the parent CBA is pushing them into a hole.
Excellent customer service with good advice
The stuffs never disappoint me every time I walked into the branch. They provide good customer services and give me very useful suggestions. That is something I cannot figure it out myself if I simply go online. The only complaint will be few branches to go to.
BankWest has been fine for me, but I don't have a loan with them...
I've been a BankWest customer for years, but for transaction/saving accounts only. For regular banking they've been great. Solid app and good service. Shame they closed some east coast branches.
Could be great but is counterintuitive and difficult to use
I recently joined BANKWEST for business banking. Online banking is always difficult because it is done at a distance but I have been with several online banks and my customer experience is awful every single time. BANKWEST is extremely counterintuitive in the following areas:
Language is confusing - every payment made has a reference to the BANKWEST bank account number not the bank account number where the payment is made to
Processes are difficult and complex
- setting up future payments requires multiple steps and assumes you know what is...
Radio silence after being approved for credit card application only to never hear from them again
I applied for a BankWest credit card so that I could use it overseas without fees and so that I could get the cool halo ring. I wasn't approved for their top card but was approved, according to the website, for the mid tier card. The site asked me to submit my payslips so I sent those over immediately. I received an email saying I would get a call or email from BankWest with next steps. And then.... nothing. Today, almost 3 weeks later, I called up to ask what's going on. Apparently they had sent me a letter saying I've been declined. I'm fine...with them declining my application, but why tell me I'm approved if I wasn't? All the info I provided matched the info provided in the application. And why tell me that they will email or call me when all they're doing is posting a letter? In some ways I'm almost glad I wasn't approved if this is the level of customer service. Though I really did want that halo ring!
Should stick to being a local Perth bank
Its bad enough that BW are closing more branches than they are opening in Victoria, but my rent was late due to a "public holiday in western australia" which delayed bpay processing. Come on guys, either remain a location WA bank or get serious about offering a national service.
More interested in new customers than keeping existing
Been with Bankwest for 5 years. Happy enough with the service although very disappointed to find that new customers are being offered a 3.82 variable rate and after 3 calls to their customer retention teams to see if they could offer me that rate the best they could offer was well above this. I don't understand why they would lose a loyal customer only to then try and get new customers at that rate, makes no sense.
I have received the forms required to transfer to another bank and unfortunately now need to go through the process of changing banks. I would recommend bankwest if you can get a good rate but be prepare to change after a few years as they will not match the competition or reward loyalty.
Used to Be Good But Not Anymore
10 years ago when we bought our first house Bankwest were our mortgage brokers recommendation and so we went with them for our mortgage because they had one of the lowest interest rates. For the first few years we had no issues and they were pretty good to bank with, however when Commonwealth Bank took them over everything started to change. Not long after the takeover we changed our home loan to a different product which had multiple offset accounts and a lower interest rate. Literally 2 months after we did that Bankwest decided to start uppin...g our interest rate (3 times in total while there were no reserve bank changes) until we were back just above our old rate. A couple more years down the track and another interest rate increase out of schedule and I had finally had enough. At this same time we were looking to refinance for a knock down rebuild of our house and I'm happy to say that we are no longer with Bankwest and have taken our business to another lender who so far seems to appreciate us much more (Maquarie Bank). I think all banks are greedy and will do anything they can to make a profit, the royal commission has definitely shown how evil they can be, but at the end of the day as consumers we need to stand up to them and tell them if we are unhappy with any part of their service or just take our business elsewhere! And that is what I have done.
Limited daily transfers and interest penalties
Hero Saver Account interest is lost for entire month when transfers are made. Daily transfer limits of 20,000 unless you can physically access a bank, very limited bank locations, no telephone bank options for greater than this limit. Exiting a Term Deposit early was ok.
Questions & Answers
With homeloans, As Bankwest is a subsidiary of combank . Will title search show mortgage CBA or Bankwest ?
Conducted a funds trace with Bank West over a month ago and to this date they have not made any attempt to reply. Funds were placed into one of their customers accounts in error and it appears that they are hiding their heads in the sand and not wanting to have the funds returned to the rightful owners
So... where is the question?
What is the reply paid reference and address I should use to write to BankWest to attempt to resolve ongoing disputes?
ask the bank
BankWest is the most secretive and obstructive organisation I have ever had the misfortune to deal with. I have asked the bank on a number of occasions and been fobbed off. This bank has lied, obstructed, misinformed on a simple attempt to have an additional card issued. Every time I have followed the directions given the goal posts have been moved. STAY AWAY FROM THIS BANK.
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