Westpac

AVOID AT ALL Costs!!!! Westpac is the worst bank among ALL, one of the Big 4 banks n so called “Australian bank” !!! With unlimited, unaccountable interest int rates hikes!! n Always holding your funds for very long time when you make payments to other businesses or financial institutions!!!! Worst clearance processing time!!! When you make… Read more

complaints n they won’t resolve issues unless you escalate to Ombudsman, Class Actions.

Avoid them at ALL costs!!! Just another greedy bank stealing money thru interest rates hikes !!

Not customer friendly at all. Complaints process is deliberately awkward and cumbersome. The chatbot is useless - not once was it helpful. Calling for assistance is a frustrating process. My last issue with my credit card took 6 hours to resolve. After years of patience, I have decided to migrate my business to another bank. I do not feel like a… Read more

valued customer, but rather like a nuisance. Cannot recommend this bank to anyone. The staff is in urgent need of customer service training.

On 26/05/2026, my father passed away. My mother has been a long-time Westpac customer and had money locked away in a term deposit. We urgently needed access to those funds to pay for my father's funeral. As this was the first death in our family, we were only made aware that all funeral costs needed to be paid two days before the service. This… Read more

included the funeral itself, the cemetery plot, digging fees and other related expenses. We are a small family and did not have anyone else who could assist us financially, so accessing my mother's own money was extremely important.

On the 27/05/2026, my mother and I attended the Westpac branch at 26-28 Oxford Road, Ingleburn NSW.

We approached the teller counter and explained the situation. The lady at the counter was sympathetic and asked us to take a seat while she found someone to assist us.

We waited for around 20 minutes. During that time, we noticed several people who had arrived after us being called through before us. We were unsure whether they had appointments, so we returned to the counter and politely asked how much longer it would be. The same lady apologised and said she was trying to get someone to help us as quickly as possible.

After waiting another 10 minutes, a female staff member, who I later found out was named Leane (not confirmed), approached us. We were seated in the main customer area near the teller counters and offices, with approximately five other customers nearby who were within earshot of the conversation.

From the moment she approached us, her manner was blunt, dismissive and disrespectful. The conversation went along the lines of:

"I have another appointment coming in, so I'll start the process, however if that appointment arrives, I will terminate your appointment."

This was said in a very abrupt and disrespectful tone.

My mother and I were taken aback. My mother assumed she may not have understood why we were there, so she calmly explained:

"My husband passed away yesterday and I need access to my term deposit to pay for his funeral costs."

Before my mother could finish, Leane interrupted her and, again in a loud and disrespectful tone, said:

"I understand that, however you were told you could go to another branch."

This was simply not true.

My mother and I both responded that nobody had told us to attend another branch. We had been asked to wait, and that is exactly what we had done. While we replied firmly, we were never abusive, aggressive or disrespectful.

Leane then walked away from us. Shortly afterwards, another staff member, Mehbub, took over the matter. He was professional, respectful and processed the required paperwork without issue. Once everything had been completed, we left the branch.

A few days later, I lodged a formal complaint with Westpac regarding Leane's behaviour. During the complaint process, I specifically asked for certain aspects of her conduct to be recorded. However, when the complaint was read back to me, much of what I had reported had been softened or omitted. I also expressed concern that the paperwork for my mother's term deposit may not even be submitted because I had lost confidence in how the matter had been handled. Westpac assigned this complaint the reference number CS144400111.

The complaint appeared to go nowhere. Nobody from Westpac ever contacted either myself or my mother to discuss the outcome of the complaint or advise whether any action had been taken.

I was advised that Mehbub would contact me, and he did so a few days later to request copies of the funeral invoices, which I promptly provided.

Despite all of this, my mother was never contacted to advise that the term deposit had been released. More than one month after attending the branch, the funds still had not been made available.

As a result, we were forced to find alternative ways to pay for my father's funeral, despite my mother having sufficient funds in her own account.

I find it completely unacceptable that a grieving widow was unable to access her own money to pay for her husband's funeral, and that more than a month later the matter still had not been resolved or communicated to us.

Given the way this matter has been handled, including the treatment my mother received at the Ingleburn branch, the lack of any meaningful response to complaint CS144400111, and the unreasonable delay in releasing my mother's own funds, I have lost confidence in Westpac's internal complaints process.

As a result, I will now be lodging a formal complaint with the Australian Financial Complaints Authority (AFCA), the independent external dispute resolution body for Australian financial institutions. I had hoped this matter could be resolved directly with Westpac; however, after more than a month without a satisfactory outcome, I believe I have no other reasonable option.

I have just about had enough of westpac with this constant password chainging none stop

Westpac phone support doesn’t exist at all , it forces you to an online chat which is never answered. There is simply no way to speak to human , apart from going into a branch and they won’t talk to you either- refer you to telephone support. This bank does not deserve to exist. Close all accounts and hopefully it goes bust.

This Pakenhambranch should get an award for appalling customer service. I wonder if it is a franchise as their counter staff seem oblivious to the concept of best practice, courtesy and manners. My first experience at the beginning of 26 with 1 of… Read more

the female tellers was an attempt to change some currency to higher denomination for an upcoming trip overseas ( you get a better exchange rate) at which point I was told that they don't normally do that but on this occasion it was OK. My second experience for a similar transaction 4 months later I was told that I don't have a proper account and my proffered W'pac credit card was not an account and that the government was cutting down on money laundering. So here I stand a money launderer ($1000) with no apparent account with W'pac. How this branch and its' personnel are allowed to continue with this inappropriate business model is incomprehensible. The level of staff training if ever carried out with the tellers in particular obviously needs a year long refresher or staff movement to remedy. In comparison my wife's Bank ( Bendigo 50 m away) - no problems and they even manage to behave in a friendly and courteous manner as does the CBA across the road. NO the W'pac branch in Pakenham will not be appearing in the local business awards for a long time to come. There must be some competition apparently between branches as to which can best emulate that English comedy series (Little Britain) where the "computer says NO".

I was in a bad debt situation & Westpac granted me a hardship stay without the hassle I got from other credit card banks. Unfortunately I couldn't get out of that situation and had to talk to them again through a debt counselor and they agreed to assist me further. I'm both impressed & appreciative of the customer service & understanding Westpac… Read more

showed & would recommend them without a second thought to any other potential customer. This is how banking should be. Go with Westpac!

Went to Westpac Thornlie WA with a few issues with my credit card account. Stacey sorted them all out after making a few phone calls to the scam hotline. She gave us exceptional service and fixed up all the problems with my account.

My credit card was scammed and initially the response I received from Westpac was not encouraging as they did not appear to care much. However I eventually got through to the fraud section and made my case and within a week the money was refunded. Show details

Genuinely the worst banking experience I have ever had running a business. Every single time I call, I am sitting on hold for 10 to 15 minutes minimum before I even speak to a human being. As a business owner my time is money and Westpac clearly has zero respect for either. Then there is the OSKO transfers. Supposed to be instant. That is… Read more

literally the entire point of OSKO. My transfers are taking over 48 hours. 48 hours. I could have driven a bag of cash to its destination faster. This is not a minor inconvenience, this is costing my business real money while funds sit in limbo for no explainable reason. Westpac markets itself as a bank for business. What a joke. The hold times are insulting, the technology does not work as advertised, and nobody seems to care. I am actively moving my business banking elsewhere and I would strongly warn any business owner to think twice before opening an account here. Zero accountability. Zero urgency. Zero stars if I could. WWISH I COULD GIVE NO STARS !!

For the second time Westpac have stolen money from my account. I advised them I was travelling last week and had been moving money to my wise card. Previously I had used worl wide wallet and had my account frozen for 4 days The last lot of money ($1000) that I transferred to the same wise account was lost or stolen by the bank. I called the… Read more

bank today and their was an hours wait to get someone to look for the stolen or lost money.

I've decided not to use Westpac products any further as they are clearly not equipped for digital transaction, security or customer service.

I've made a formal complaint to the financial regulator for an investigation into this conduct.

Unfortunately they could not offer any support or assistance in this case, this has happened before when money was stolen from my account by a bank employee and then they froze my account for 4 days while they investigate.

I've now googled higher rated financial institutions that can manage digital currency, international access and a peak level of customer service.

Westpac just don't have the resources or quality in their products and spread them selfs across many brands to mask the deception of the principle operation.

Local Banks are in decline and will serve very little benifits in the years to come.

I have been a RAMS home loan customer, and I am appalled at how my accounts have been handled. In preparation for moving my loan to a new lender — a transfer that hasn't even taken place yet — RAMS/Westpac closed my offset accounts and moved approximately $30,000 of my own money into a Westpac holding account, with no prior notice and without… Read more

contacting me in any way. I now have no access to my own savings. The new lender doesn't even offer offset accounts, and RAMS/Westpac refused to migrate me to a Westpac product that does. So my funds have been swept into Westpac's holding account ahead of a transfer that hasn't occurred, with no warning and no chance to plan around it. As a direct result, I can no longer meet my mortgage repayments or my credit card payments using the money I had specifically set aside. Closing a customer's offset and moving their savings into the bank's own holding account pre-emptively, without a single email or phone call, is a serious failure of basic duty of care. I would urge anyone with offset savings to think hard before trusting RAMS/Westpac with them.

In connection with some identity requirements, Westpac made my credit card suddenly inoperative till those identity requirements were complete. I had just had a meal at a restaurant and could not pay for it! When those identity requirements were completed online, I was informed that the card would be activated in three business days! I have been… Read more

with Westpac for 35 years and in the past, when it suited their purpose, they have contacted me through email, text or phone . It is an extremely shoddy way to treat a customer of 35 years!!

Not worth 1 star!! Need to access term deposit funds before maturity date.Went to the local Westpac branch person at service desk said he didn't know how to do that,I would need to Ring. So rang gave the required 31days notice.Term Deposit ended Friday 19/06/26 and funds are to be transferred into a Westpac Account.It is now 10am 23/06/26 and… Read more

still no deposit.The money has disappeared completely I can't view online that the funds ever existed. I rang yesterday when the call got answered it was immediately cold drop so I had to ring again (cold dropping a call gives the operator a call stat but because only one ring makes the duration of properly answered call shorter goes towards their preformance) When I spoke to a person I was advised to clear the funds usually take 2 to 3 business days.I requested to speak with a supervisor and have the matter escalated,before that could happen I was put on hold twice for over 10mins each time(they can't make outcomes calls).So today 23/06/26 rang again and sweet nothing.The problem is being escalated AGAIN to try and get the funds released but will most likely be tomorrow. SO 31 day notice and so far has been another 4days, Westpac Bank STILL has my money and I'm not getting any INTEREST. Apparently the interest on an early termination needs to be calculated.!!! Must be using grains of sand as the accounting method,wind keeps blowing the sand away. WHAT BANKING COMMISSION.

Needed information relating to a couple of investment loans held with Westpac around 10 years ago. Had account numbers but a very unhelpful online person who doesn't even try to find the information then asks did I want to load a complaint? For what purpose? I needed the information not a complaint discussion. Then the employee says you could… Read more

personally call into one of our branches but there's no guarantee they would have the information. End result ... a big fat zero. If I could give zero stars I would but of course one is the lowest.

They rekon there cheque only takes 3 days however was put in Tuesday 3pm it's friday night I call them up and now they say Monday Everytime I call up people telling me different things if it says 3 days on there website and by a branch manager it should strictly take 3 days. Unprofessional and not certain about what they advise

Westpac was once impeccable at customer service, they were always very polite and knowledgeable and sorted situations out fairly quickly. Over the past few years this company has declined so much by way of demonstrating a no care for customers demeanourand often when phoning Westpac, you will get someone who is rude and dumb at the same time. Westpac is only a shadow of what they used to be.

absolutely disgusting service . unable to effectively open and close accounts , on maternity leave spend 9 hours on the phone to the bank with 19 different staff never getting a call back . looking for options to use with maternity leave or interest only while looking after a baby . no calls back and disgusting case manager who said she'd send me charity information!!! absolutely disgusting

Could not be assisted online or over the phone, and told to go to branch, (Haymarket in Sydney) waited for 40 minutes at branch and had to leave for a meeting. Worst banking experience in 25 years with Westpac. No sense that I am a customer and that my time is also precious.

I've only had my business bank account for a short time but this is the 2nd time they have blocked access to my account and money. I opened a savings account moved all of hour savings there to get a better interest rate but can't access our money. My card is also blocked. Called the, waited over an hour on the phone only to be told that I have to… Read more

go to a local branch to verify my identity. The nearest branch is a 45min drive away and closes at 4pm. I work 8-5pm. This is ridiculous and they should be ashamed of themselves. They couldn't even tell me why everything is blocked. I have $80 cash to my name until Friday. I'm so angry. Will be closing all my accounts and going to the Bendigo Bank. At least they are local.

the worst bank so far, the customer service promised me to called today. Yes, i forgot today is saturday. they lied in my face. I have applied credit card and for 1 month i dont have any certainty, it is approved or declined. Called them on 05/06, and asked them to cancel the application with thousand of reasons. stay away from this bank.. Show details

I had made a FD account 2 days back via bpay link provided by Westpac.It debited from my saving account but not credited to FD account ,now i called bank to cancel FD which still is not showing in my FD account .Bank tell me it would take 31 days to revert it back to mysaving account. The money still not in my FD account and still its not been getting credited back is soo disappointing .

Westpac is so disorganised. I paid off my home loan 5 years ago and today I received a congratulatory letter for paying it off. Really! Well done westpac for being so incompetent.

I am writing to everyone to be very awarness about this bank, Today I Spoke with Customer Care [Name Removed] Regarding Issue Where I Changed my Credit twice Purposely as Some Customer even if you change 10 Credit Cards, they don't care if you bought product once with first card they keep taking money as their Policy especially Stream Motion Kayo… Read more

Sports which is Illegal Policy, But Other Companies where we pay our Utility Bills Once we change card we must Update Otherwise Payement gets Declined,But Stream Motion & Kogan they take from old card where I haven't Updated,Assume if the bank allows like this If they take whole amount who is responsible, But funniest thing is Bank Says it's their Policy, Such a Poor Customer Westbank Service,As Any Customer thinks if Credit Card Changed we must Update or Bank Customer Must Inform this Companies not got Changed,Be Aware & In Future Once Changed Credit Card Please Check with bank which has not been Cancelled & Very Worst Situation with Kayo No Customer to Speak, I am going to lodge externally With Kayo,Kogan & Westbank Poor Customer Service