No longer the great bank they use to be!
When I first opened my Bankwest transaction account they were great. No sure what is going on with them but their processing leaves alot to be desired. EFTPOS transaction with a pin are delayed in being processed, they don't process over the weekend. When you check your statement you will notice the date they process the transaction and the date and time you actually made the transaction. In this day and age of technology there is no justification for these delays. Bankwest staff certainly cannot explain it. I have noticed these delays don't occur with my new bank.
Very poor Customer service.
Long waiting times in queues.
If you are elderly or infirm, too bad, just wait until the often single teller
is available. Ten/fifteen minutes wait? Not acceptable.
I have moved my business elsewhere.
Recently left them for our home loan as they were hopeless with customer service, rates and even when we said we were going to another bank they didn't question it or try to offer anything better.
Customer service is terrible!!
My wife and I have used BankWest for over 8 years now and our business is worth a lot of money to this bank. We are talking of paying interest well into the millions of dollars each year.
Yet, in recent years, on each occasion I have been in to the Queen Street Mall branch in Brisbane CBD 90% of the staff are consistently rude or at the best unfriendly and miserable - or even condescending in their manner.
Most of the problem seems to be the very high staff turnover, as only very rarely do I see the same staff for very long!!
Little wonder they are closing branches all down the east coast!!
Unreliable and Inflexible Service
I needed a bank statement for a loan, logged into my bankwest account and found there's no way to generate a statement online straight away. I requested a statement via their "self service" and was told it "could" take between 3-5 working days to generate! I went into their main Perth store and was told "it will take 24 hours" to generate.
Then finally I get reply from their web mail the next day saying the statement wouldn't be available until next Friday! Their system is slow, broken and their people have no idea what they are doing.
As soon as I have my statement I'm closing my accounts down with them.
Negatively Geared staff
Went into the branch to do some adjusting of several term deposits held there. Was met by a bunch of rules and regulations about what I could not do at no time did the clerk tell me about things I could do. Have since decided I should be looking elsewhere.
Logon whilst under maintenance locks you out
Second time in a row i have tried to log in to bob however after 3 attempts with the same numbers ( you cant tell me i have got it wrong 3 times in the same month for the second time) you lock me out of business online banking. your crAP because some people work later than your business hours. Your a bank for god sakes, offer business banking, which means some companies work up till 10pm aest. Get it together with somE sorT Of support or im going elsewhere
I used to love you. Oh how you've changed.
You used to be the best thing to come to banking. And then Commbank took you over. What a disappointment ever since.
Ever since that unfortunate day, you have gotten worse and worse. I've slowly removed products from you, and now the final straw has come where I will be closing all my accounts with you and I never thought I would say this, switching to Westpac.
Today was the last straw. My wife knew her debit card was expiring at the end of June. She called up 5 weeks in advance to determine when she should expect it, and confirmed listed...address (we knew it was up to date, as we checked when opening a children's account in branch). She went shopping this morning to do a big shop.. a full trolley. She went to go and pay and it didn't work. Embarrassed and red faced, she didn't know what to do. She had to leave a trolley full of groceries. My wife then goes off to work. I call Bankwest to determine the issue. Its a joint account, with signed authorizations both ways when we first created the account, but her card has her name on it, as is normal. Yet they won't tell me anything about what's wrong and tell me my wife has to call because the card is in her name. I've made inquiries on her behalf before.. so what's the issue? Turns out, Bankwest has sent the new card to an old address (why, I don't know), and the person currently living at that address has sent it back as 'return to sender'. As a result of this, Bankwest has CANCELLED her current card - without any notice and hasn't sent a new one to the correct (and listed on their system) address. With so many issues prior, and now this stupid error by Bankwest, this concludes our relationship. For future potential customers reading this.. think twice about them. All the good hype you once heard about them, is no longer.
Poor Cutomer service
Called to discuss our Home Loan ( which is in my husbands name as he built the house 6 yrs before meeting me ), I've got authorisation to discuss the home loan. However the lady I spoke to initially refused to talk to me even after I said that I have authorisation, then after I said that we would send a message via bank mail to tell them money would be going through ( which is what I was calling to say ) she went and deactivated my husbands online banking. Now he has to call and have it reactivated.
I then called again later, spoke to anot...her lady who verified all my details : D.O.B, password ect, she then transferred me to another lady who completed my call. Obviously the first lady I spoke to didn't bother to look at the account to see the authorisation allowing me to discuss the home loan. I also think it's wrong that Bankwest can just go ahead and deactivate your online banking access just because I said we would contact them via Bankmail.
Really No Customer Focus
My experience with BankWest has been in every aspect poor. The credit card they offered was exactly what I needed, no fee and no OS transaction charges.
The banking services offered make the card too difficult and I have cancelled it.
The straw was they charged me a late payment fee when I paid it on the due date. They told me the fee was charged because BPay were late processing the transaction.
BankWest statement showed that I had paid on the correct date but they said that the money was not in the account that day. They list BPay as a pay...
Happy Banking For Whom?
They have innovative products and Australian based customer service which are plus points. The staff in their Eastern state 'stores' however can be clueless and are often more interested in selling products than sorting out problems. Telephone customer service is very variable in quality with regard to wait times and degree of rudeness/politeness once you get there but at least you can understand them. Internet banking is generally OK but some transaction details are hidden on my joint account on the basis of "privacy" which can be annoying. Mo...st of their accounts are fee free provided they're funded with salary, etc. Having said this it's worth checking out the high gouging potential of their fees if you accidentally stray from the straight and narrow. Hardly surprising I suppose being a division of that infamous profit machine the CBA. Overall I had a much nicer experience with Heritage in the past and now I've moved my home loans out of BankWest I'll be heading back to them or Ing Direct based on the reviews here.
It Will Cost You Cash To Move Your Money Quickly
I have not had the problems others detailed. I have had 3 accounts and no trouble. Interest rates used to be competitive but not right now. Call centre helpful and in Australia so no communication issues. However I find the daily transfer limit of $20,000, even to a linked account, ridiculous. I rang about this and was informed that if I called it could be increased to $25,000 for one hour. If I went into a branch I could transfer as much as I wanted if I paid $35 fee. Since the Hero Account interest rate is for up to $250,000 and even more can...be deposited but at a lower rate it will take 10 phone calls and at a minimum 10 working days to move the whole amount to another bank. Without the phone calls it will take at least 13 working days. Of course they say it's for your own protection but if an account is already linked (UBANK $100,000) or you call (ING $100,000) or you sign forms beforehand (NAB $100,000) there seems little risk to me. Carrying that argument forward they are just forcing the robbers to hold you hostage for an extended period so they can get all your money $20,000 at a time. Now that I realise this I will be closing all my accounts. It will take 13 days.
Bad service, no atms
Have had a savings account for over 15 yrs. Reject me for a 1k credit card...went to another bank and got approved instantly. Can never find any atms so always costs me a fee. Just rang up to close savings account, told me its a 2-4min wait...hung the phone up after almost 30mins!!! Pathetic
Why didn't I read reviews first! I did my research and thought the product suited me - a business account. Information on applying was confusing, response was terribly slow, customer service was non-existent. Never again!!
Credit Card problem
I was travelling through Dubai and had the unfortunate incident of a retailer double billing me, I contacted Bankwest immediatley only to be told no investigation can commence until all forms were completed and evidence submitted, mean while a large portion of my allocated travelling budget was lost !
Then when I finally returned home and completed all forms which clearly showed double billing, they advised nothing can be done, you should have called while in store ???
No assistance while travelling
Years of loyalty, no reward
I've been a customer of Bankwest for 26 years, since I was a child, same bank account, one credit card, and yet they are the only bank that has ever refused me credit. Just yesterday I applied for a balance transfer credit card, i earn close to $100k, have my own home and zero bad credit and they rejected it! The same card application was accepted by ANZ today. I've been stung but terrible fees and inflexible policies my whole life, why? I'm swapping my transaction account to ANZ or HSBC, screw these guys, loyalty terminated.
Ample ATMs when combined with Commonwealth, i like the Debit mastercard but every bank has them these days
Fees, inflexible policies, illogical credit rejections
In The Stone Age
I have been with BankWest since 2000. My pay goes in the account and I pay my bills using online banking. Over the last few days I have been trying to book some flights using my Reward Points. First I tried to book the flights with Webjet who eventually told me that they are unable to use the Reward Points at present and do not know when this may be possible in future. I then talked to BankWest who effectively said the same thing. I then tried to book the flights with Flight Center who said that I have to obtain vouchers from BankWest firs...t and then get back to them. BankWest's rewards site however thinks that it may take up to 3 weeks for me to get the vouchers. I don't have 3 weeks. BankWest's site had no warning about Webjet not working. BankWest customer support showed no flexibility about getting me the voucher quicker or sending them to me electronically. Why should it take so long for a few vouchers to go from one side of Australia to another. Are we living in the Stone Age? And in the middle of this I have had to waste precious hours in return for no outcome. I think "poor" describes BankWest's attitude on this occasion.
Great rates, if something goes wrong they are willing to fix it.
I have a credit card with bankwest and the rates are fantastic, I really feel that they give you a great deal. The card arriving was a challenge and the pin was not working but time after time they tried to fix it and eventually did. In the meantime they were extremely accomdating and waived all the costs I had to incur as a result. I have been speaking with them about taking a new loan and they have been fantastic - you get a personal account manager to talk to who even gives you their email and mobile - No more being lost in a call centre. Great saving account with 5.25% pa too.
No branches in Central Queensland
No fees, interest for transaction account
I was with ANZ but they decided to start charging me fees and refused to write these off. This was after I explained I could move to another bank. So I switched to BankWest.
My banking needs are pretty simple. All I wanted was a savings, transaction/everyday account and a credit card.
I got all of these fee free with BankWest. The platinum fee free credit card seems to be very good. You get no international exchange fee on it as well as a whole heap of insurance products.
The only downside would be the amount of paperwork I had to subm...it to get any account open. Including for my savings one. With ANZ I just applied online and it was set up the next day. No Fees (Platinum credit card included), friendly service Too much paperwork to get set up
Our term deposit was due to be renewed so we went into the bank to see what they would offer us in the way of interest. We had done some research beforehand so knew what was on offer by other banks. The person we saw told us the going rate and we said well we can get a better rate at such and such a place can you better it or even match it. There was no hesitation just an immediate NO, so we said ok thanks we will take our money and go to the other bank. There was no trying to keep us as customers not even an offer of something else that mig...ht be as good. In this climate of financial in security you have to take what is on offer. We were disappointed as it was a hassel to change over.But if they did not care then so be it. seemed ok when we first joined, they were all over us like a rash when we said we were interested in having a term deposit The customer service was terrible. When we wanted a better deal on some investments they would not even consider matching other banks.
Overall the existence of this bank is nothing but a good thing. Hopefully they will pressure some of the other banks to improve their trading hours. Have always had positive experiences on every visit. I've recommended this bank many times to people who are wanting more fee-free ATM use and more convenient access to in-branch services.
Trading hours that are designed with the customer in mind. Finally. Less fees than many other banks assuming you choose the right account.
Just don't like the kiosk-esque style typical branch design. Had to be taken upstairs to open an account.
Zero account is great
Good Service, excellent account for the worker/ family on $2000+ month. Free $100 overdraft. FREE access to big banks ATM's. Free account keeping if over the $2000/month
no account keeping fees, FREE use of big banks ATMS- nab, anz. commonwealth, westpac + its own atms in 7-11's etc. $100 FREE overdraft for when you forget that direct debit comes out!
I came back from the UK late last year so had experienced several years of fee-free banking and was keen to get that back in Australia as well. I had heard of Bankwest and knew that they had been bought out by CBA so was skeptical. Their products seemed comparable with others on the market (the Hero transaction account has no fees as long as you withdraw from Bankwest ATM's) and the high interest saver account (higher rate paid if you don't withdraw). What really swung it for me was the branch opening hours. It was great to know that I coul...d walk into a branch if I had a problem on a Thursday or Friday after work or even on the weekend. That said, I have experienced a bit of hit and miss with their customer service, but I think you get this with all organisations. Some staff members are good and some are not. One occasion that made me quite mad was when I got different advice from the phone staff to the staff in the branch. However, I would recommend them for their branch hours alone. branches open outside normal banking hours (ie late night Thursday and Friday and weekends) customer service can be hit and miss
not a bad bank, having car loan, and house loan with them, and planing to get another home loan with them in few month. come to the fact the CBA bought them, i think bankwest is the combination of big bank+good rate+low fees.
the orange colour, competitive rate for home loans and online saving account, less fees charged for the products compare with other big banks.love the coffe when go to the branches.
need mobile banking, most major banks now have app for the iphone, and bankwest need to work on that for their" happy banking", the staff need to be trained properly, hard to find a dedicated person that really look after you.
Great at getting your business very poor at keeping it
Bankwest are great at enticing new customers. They offered the best interest rate for a 12 month period. After that period, Bankwest didn't want to know us. They had an offer out for new customers offering bonus interest for their savings account - this was 1% above what we were receiving. As such, I wrote and requested if we could have a higher interest rate. To which I was promptly told no. As a loyal customer who had a good amount of money, I expected some level of consideration and customer service. It was non existent. When I pointed this ...out to the bank, they said their bonuses were only for new customers. I do not understand how a bank can treat their existing customers so poorly. I started moving money out of my account and they contacted me to offer me a 'limited bonus' which still didn't make them remotely competitive. I am in the midst of switching banks and cannot wait to see the back of bankwest. Considering we are also in the process of looking for a loan - we certainly wont be going through bankwest! Lesson to banks, treat your existing customers as good as you do your perspective customers, you never know, they might be a customer interested in new products! Great offers for the first 12 months Forget all about you after that. Don't want to know about you, don't care about you.
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