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.
Exceptional Customer Service
Yesterday I had an issue with a closed account which required a new one to be processed, if at all.
I contacted Customer Support line & my issue was dealt with by Josey.
After having to look into particular solutions about the issue she advised she'd call me back next morning.
She called twice. Once to say she hadn't forgotten & was caught in a meeting & the other to say she looked into every avenue regarding my situation with a successful resolution.
Never have I had a more genuinely conscientious & considerately attentive customer support.
This person made me feel important, valued & literally left me smiling after our call.
You, Josey, are a credit to your profession.
I really like Bankwest
I have Bankwest accounts more then 10 years. I open a Bankwest account because they open 7 days. How hard they worked! I open more accounts because they had good products and good interest. They always offer me good services. I got an unexpected Credit Card payment from US but I am at Sydney. I called Bankwest the staff terminated my Credit Card immediately and ordered a new card for me. I got the payment back within 1 week. They are very good service.
I walked into the BankWest branch at Kingsway shopping centre yesterday and was met by a lovely lady who attended to me with a friendly and helpful attitude. I was there to set up a Hero Savings account and she was helpful, polite and informative. She told me to wait 10 minutes before I was seen to by another polite bank officer who assisted me with all my questions. There was no hard sell and the experience was extremely positive. Well done BankWest Kingsway
Maybe I'm one of the lucky ones
I've got an Everyday Transaction account, a Hero Saver account, a Debit MasterCard and a Platinum MasterCard with BankWest. I've never had any issues dealing with staff over the phone or face-to-face. I've used the cards overseas a number of times with no additional fees and have really enjoyed the fee free transactions through CBA, NAB, Westpac and ANZ ATMs.
Great customer service !!!!!!!!
Great customer service !!!!!!!! and great with assisting others, great to knowing how to help someone and it is done immediately.
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.
Best bank in the Country
I have been a customer of Bankwest for many years, and have a number of everyday, and savings accounts and a credit card as well. Have always found the staff both in the Call Centre and at branch helpful, knowledgeable and professional at all times. I would not hesitate in recommending Bankwest to anybody, and I am so proud to be a Bankwest Customer. You truly rock Bankwest. Way to go. Thank you. Finally a bank I can rely on and trust at all times.
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.
Bankwest checked with me about 10 minutes after I had a staff member use my credit card in a place that was not usual for me. I had only just spoken to the person with my credit card, and only minutes later they were on the phone checking that my transaction was a verified one. Before moving to bankwest, I had all my money ripped off from my NAB account through the internet, and they only called me days after this happened. I cannot recommend Bankwest enough, they give customer service to the absolute max!!!!!!
A very happy customer
I have been a very happy Bankwest customer for 3 years+, still using their home loan, transaction accounts, savings accounts, credit cards, direct debits, no complaint at all.
One thing I am different from others, I do NOT use phone banking, as human makes mistake. I use internet banking most of the time, and sometimes over the counter. I do not experience any problem at all. The staffs are friendly and efficient.
I find Bankwest internet banking setup is very neat, easy, and can't fault it, only Comm bank is on par. I would rather not use an...
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
Great service since joining 5 years ago
I have been with Bankwest for over 5 years now and started off with a home loan with them, i now have a number of accounts with them. Service has been really good and has been consistent over the years. I love the fact that when you organise a balance transfer its instant and only takes a few days for the reciever to recieve the funds. So far so good. Rates are also lower compared to other banks.
Low rates and quick action taken
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
I changed to bank west when my broker organised a home loan for me. I was sorry to leave Heritage bank but it had to be. On the whole I have had an excellent experience and never any trouble. I do work away out west and have had to use their phone service to make changes. The operator always bent over backwards to get any dramas sorted out and it seemed that I could do more over the phone with BW than with other banks.
I am now with NAB as loans were refinanced by a broker but am not too impressed so may look at refinancing with BW if NAB doesn't work out for me.
service, products, rates and fees
minimal branch locations if in QLD
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.
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