Westpac

Shocking service for a customer of 30 years. My mobile banking app was inaccessible and the four digit pin option had disappeared on Monday this week. Eventually a ‘new’ screen appeared which did not offer any sign in features, just a ‘terms and conditions’ link and a continue bar. The latter did not work. Finally I realised that the sign in… Read more

feature was hidden in the top left hand corner with the horizontal lines - a menu appeared involving various options but was finally able to log in. It did not allow me to choose a four digit pin. The bot ‘Red’ was beyond useless and could not offer any assistance. Exasperated I finally I called at 1 second past eight and toilet a helpful agent who could shed no light on a way forward. I suggested going to a branch (thanks for making me drive to North Lakes as you closed the one in Sandgate) which I arrived at around 9.40. Packed with customers (about 40) and a queue which was fealty with to see a banker. The lady was helpful but plainly thought I was doing diverging wrong and was plainly shocked at the ‘menu’ screen which appeared and the fact any continue buttons did not work. She passed me to another helpful agent and I had to go through the whole rigmarole again. She tried everything again and again with no solution. Sincere apology to me but I left very dissatisfied at having to sign in with two tiny boxes with my password. Three attempts and it closed. It was do tiny with having to use shift keys that I was worried I would lose access and have to call though in office hours (not like the old days, Westpac) waiting ages to get through. Two days later I went in to log in and the app front page had changed and it enabled me to enter my four digit pin and all us good. My complaint is clear NO NOTIFICATION, NO UPDATES, NO APOLOGY, NO NOTIFICATION all was back to normal. Why would any bank allow this to happen without pre-notification, apology, message to say it was fixed. The stress was inordinate and unacceptable. Why did this happen? What is Westpac going to do? One very unhappy customer.

Well my wife didn't update her banking details because nothing changed in her status to be changed and Westpac locked her account, so now she gets bad credit history because she didn't update her details, she is not able to ACCESS HER OWN MONEY. The money that she's busting her a... every day for, HER money that contributes to rates or other… Read more

loan(s). A call could be great... "Hey just FYI, i know you're busting your arse to keep us active, but you need to update your details please".... Well Westpac, you just lost about 5 customers... Ah I forgot to mention that same thing happend to my Westpac account as well, trying to update my details and got locked out, I had to go to a branch to unlock my account and also checked for my wife (as we have a joined acc) and the lady said '' Your wife account is updated as well"

Westpac can’t find an unlawful transaction made on my account which resulted into an overdraft, $7.99 been sent to three people and talked to one person for an hour. Still no resolution.

I can't stop a direct debit payment because the app doesn't recognise the company I'm trying to block. Can't get the chat bot to understand and can't get hold of a human. 0 stars not even 1. Very angry about this %#$@ Show details

Wont answer extremely basic questions: when did the bonus terms change on my account? After speaking to 2 different people I'm convinced they are avoiding it on purpose. Ive received 2 long winded answers that seem like they are cut and paste from a… Read more

script regarding how the account works instead of addressing when the change happened. What is the point of bypassing AI to speak to these people?

Wait times on phone are appalling, last week was 45 minutes, today after my branch visit personally 50 minutes when I was advised 15 minutes. After approximately a total of 2.5 hours my problem relating to identity has not been resolved! I cannot… Read more

use my cards to shop online. At 85 I am unable to drive, thank God for my friends and American Express, but not everyone accepts Amex. I have been with Westpac for more than 30 years I am finding that to change banks is extremely difficult.

Internal refinance construction loan to split loan. Super quick approval and settlement - 3 days! Phone call from their customer care team to explain the features of the package and to set up my offsets properly. Very nice touch and the woman who called was just delightful. App is really good. I love that I have an overdraw on my transaction… Read more

account. As a FIFO worker it allows me to manage cash flow. Living and working in a remote indigenous community they have always been helpful to me over the phone, to find solutions to problems that would be easily fixed in person, but my nearest branch is 1000km away. Really impressed with the service of this bank. Doesn't feel as rigid as the rest of the big 4. Good work Westpac

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… Read more

completed online, I was informed that the card would be activated in three business days! I have been 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!!

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!

I have had a problem with their customer service from day one, not impressed. They rush you, they answer the phone like "Can I help you?" No greeting or politeness. I know the rest of the world doesn't always operate with care and compassion but America used to, at least. I called the same week I had the distribution request form arrive and sent… Read more

out, I simply wanted to check if there was tracking. They informed me that I didn't pay for expedited mail and tracking, when that was never offered to me, and they told me to call back in one week, a Thursday, if it hadn't arrived. I proceeded to do so, waiting an extra day even and calling on Friday, and left a voicemail as they must have closed before 5 pm as it was 4:08 pm when I called. This is Monday now, and I received no call back and they have been open for 3 hours now. Same deal, very straight forward and rude call answering, and now I've been asked to call back in another week if it hasn't arrived. I wouldn't even mind all the waiting if they just had someone on the other end not sounding so passive-aggressive. Any American companies, listen up, because this is what will stop a lot of people continuing business with you.

Before becoming a customer, go into a branch and see for yourself that instead of catering to customers demand they instead attemp to tailor demand by understaffing and overworking the couple of customer facing staff they have at the desk. Now try ringing your branch. Of course they're receiving an usual level of calls. Leave your number and… Read more

they'll get back to you... maybe. As a potential customer, after not hearing from your branch, your next 4 calls will suggest you ring their customer direct help line... key in your member number??? Seriously, what kind of fools errand are they trying to send customers on?

Many elderly customers have to re-validate their identity... even after being a several decades customer. They cant get the attention they need in the bank. Can't ring the bank. And dont know how to use the online services.

Before thinking about using Westpac, think about what I've just outlined, particularly if you're in a hurry to get assistance on a matter. And heaven forbid should you need to go in and access your own money.

There are better options out there. Don't do yourself a disservice with this mob because, should you eventually get to see someone, i can pretty much assure you from my own experience that they'll give the incorrect info and will stuff up whatever they turn their hand to.

I was looking for switching my mortgage due to my current bank retreating from Australia. Login to Westpac site and find I can book an appointment to anywhere for discussion. I even double checked they have mobile mortgage staff in placed. I was impressed and booked it for an appointment to my home 1.5 hour later. Confirmation received by email… Read more

and SMS. Turn out impression became disappointment. No one turn up, no response on my call and voice mail even after days. How can I trust a financial partner that failed the commitment at the beginning.

Online out of hours service is useless, especially overseas. Despite saying it’s a 24/7 service you can’t speak to anyone after hours even in an emergency as I had. It’s only a stupid chat bot that wanted to refer me to a banker during normal working hours while I was in Europe. Sorry Westpac, that would have been 12 hours too late. After 30+… Read more

years of being faithful to this bank I’m going to look for a bank with better service, more compassion and humanity.

Westpac are greedy Keep putting up interest rates because of the LVR Can't give us a better rate But yet a bank that we don't bank with, don't know us from a bar of soap have offered us a much lower rate Wouldn't recommend Show details

Firstly I would not give a 1,I went into a westpac branch,had full backing of the branch manager, I needed to break a term deposit for personal reasons, I wasn't closing any accounts,I needed just $5,000,as a lot has,and will happen this month, I was bluntly told NO,ok my accounts are locked in for 12 months 8 months to go,I have over $700,000 in… Read more

account there,I found the girl we spoke with had a I don't care attitude. Anyway, the branch manager has lodged an appeal, but the 2 staff members at H.O were pathetic, I will close my accounts and move away, after 35 years, I was with St George, and bank of Melbourne, now the muppets have taken over,and think there king sh... In the last 12 months I've noticed staff leaving, I wonder why.

I deal with many banks, and Westpac has proven to be, by far, the worst when it comes to online communication. The Chat facility is essentially useless, with wait times of 4-6 hours. If/when you are finally connected to a real person, they usually cannot actually answer your questions and ask you to call or visit a branch. Show details

I am not going to waste much more time as ive spent 5+ hours talking to a disinterested team from Westpac (including the complaints dept). This discussion was through no less than 7 Westpac staff. All i can say is that their customer service is horrible and unfortunately it is another big company not valuing customer service. All my accounts… Read more

(personal, 6 companies & 2 trusts) to NAB now, who for the record have great service (full disclosure i am in Premier Banking at NAB).

Complete automation of their customer support, very unhelpful and impersonal, poor ability to categorise queries. Phone line is entirely automated- if you request anything that might be associated with online banking, it tells you to go online and hangs up immediately. There is no option to transfer to real customer service, even if you request… Read more

it. If you request to speak to someone, the phone robot sends you a link to a Virtual AI assistant which is even more unhelpful- simply repeats the same info, cannot answer direct questions, again no ability to speak to a real person. I would give a 0/5 review if possible. I'm a younger person who is reasonably used to tech and semi-automated services but Westpac's is just ridiculous.

Really bad customer service. They are very difficult to contact, and if you need any help, they don’t seem bothered to resolve your issue. If you request a callback, they never call back or follow up. Very disappointing experience.

I attempted to call Westpac on 1300368088 due to account being inaccessible, starting at 4:55 PM on a Friday. I queued on the line for 1 hour and 15 minutes, but still no staff member attended to my call, despite the automated prompt saying I would be serviced by the next available representative. This is terribly unacceptable!

This review starts with being asked (yet again) to provide private information to the bank which, in this day and age, may or may not be kept safe. Why do we need to do this under the threat that our accounts "may" not be able to be accessed if we do not comply?? Well I did log in online and all was good until it came to my drivers license which… Read more

was rejected as a means of id. No matter how I tried, I could not go back and attempt another try. Instead I was directed to a branch to show 2 types of id. I left it there.

Several weeks later I received 8 pages of id materials from Westpac to fill out. No way I was going to do that, and again, the threat on not being able to access my account and my hard earned cash!! So I venture into the bank and realise why I only go into banks under duress.

I walk in to one person before me at the help desk queue. They finish and I eagerly step forward, only to be told that others are before me........ just not waiting patiently in line like I was.

I waited.....and waited... for over 30 minutes!! In between, I asked the teller for help, sorry sir I can only help people with money!!! She did, in the time I was waiting, she served 2 people!! What a waste of money employing her for that number of interactions. There were 3 other people working there, only one actually with a person. Thay certainly all saw me waiting and waiting and....did nothing.

Finally it is my turn after 30 minutes of unbearable (for an ADHD person) waiting, but no service, she goes off for another 5 minutes to see a colleague.

No one can tell me why my online id didn't work, no apology. (It must have been my fault) No one can tell me why I waited for 35 minutes just to id myself, which took 5 minutes.

I don't use Westpac now for my banking, only for my son's account and he gets $20. a fortnight for pocket money....all they deserve really, apart from their 1.3/5 review score of course. I was with the bank (and Bank of Melbourne) for over 30 years and still I need to identify myself??

1/ Discriminated staff (CBD Collin + swanton street branch) when i try to apply for credit card. I can tell different attitude after she realised i do not have any assets or asset’s insurances !!! 2/ Different brands issue different policies. We opened joint account and each brand approved different things. One asked all of us to physical show ID… Read more

to be checked in person, another brand easily approve without all account owners’ present. 3/ no staff on the hot line. Always waiting for 1h at least to get to some one or they will try all ways to forward ur call to Q&A options on apps. When talking to staff, they put you on hold multiple times to clarify things without your consent. 4/ Intervene too much to personal life to question about customer’s purchases. I have followed up their protocol, asked staff to help. I understand they try to protect the customer’s money but how come they blocked my account agin next day after get assistance from staff. When i raised issue, staff has no understanding and all they said i am following protocol and my senior manager also have the same decision. I am fine for further clarification but not fine for waiting 2h and extra hold to get it sorted. I am looking up to NAB and other banks right now to sign up.

To try to speak to a human at Westpac is impossible and they send you a message please contact us on 13 and all you get is a robot who will not put you through to a human It is unacceptable considering all those fees I pay every week!!