Westpac Online

Sunday afternoon 18 Nov I had made a mistake with an online payment and called up to cancel. My fault and should have checked first. When I called was put through to an overseas call centre. Explained the issue then transferred to a non exiistant phone number which just hung up??? Sadly I have lost a few dollars but have learnt a valuable… Read more

lesson, I need a new bank I can trust. I am a financial counsellor and deal with these issues all the time but was amazed I finally became a complainant. Next rate the bank session I will have my say on this.

Terrible customer service at local branch. Westpac management clearly intending to move the bank to an online-only model… so downsizing staff and closing branches everywhere. But their online systems are currently not up to the task. In particular, the Security features on online account access within the Westpac Group are primitive, and way… Read more

behind international best-practice standards. No true 2FA.

Westpac’s account systems have been struggling for 30 years since the collapse of the Core System 90 project. And they have taken almost 20 years to integrate their subsidiary banks systems (Bank of Melbourne and St George) so that customers can actually use a Westpac branch.

On the other hand… U-Bank, which is a NAB subsidiary, online only, is streets ahead with their online account security.

Customer service terrible! You try to contact them and speak to a real person and the virtual assistant does not transfer you, instead ask you to the website, you go to the website and CAN NOT speak to anyone. Its a JOKE!!!!

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… Read more

conditions’ link and a continue bar. The latter did not work. Finally I realised that the sign in 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.

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… Read more

impressed and booked it for an appointment to my home 1.5 hour later. Confirmation received by email 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.

Disgraceful – I saw a woman inserting skimming equipment on two ATM machines at 5.00pm on the street. I took photos of her then tried to get in touch with Westpac on every available phone number, including general, fraud, complaints and several branch numbers.… Read more

Every single one was manned with a robot and I could not bypass this system. I am a customer of 50 years and I am horrified test this is the norm for Westpac now. Safe to say no report or photo was submitted. I am looking for another bank.

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’ve always had positive experiences with Westpac, I have a good lender and she often goes above and beyond to help me with a range of complex lending needs. Whenever I phone up and speak to staff I can reach out easy via the app, short call wait times and the staff are just fantastic and helpful. I would highly recommend Westpac, their fees are… Read more

often comparable with other lenders but I’m happy to receive this premium service and assurance. Thank you Westpac

Outright lied to us on multiple occasions and ended up out of pocket about $2000. It boggles the mind that a major bank in Australia is allowed to repeatedly lie and then simply claim it was an "unintended mistake". After complaining of course they are "not liable".

My experience with Westpac has been incredibly frustrating, and after dealing with them over both a credit card and previously a home loan, I’m very glad to be moving on. Westpac blocked my credit card because my wife, who is a secondary cardholder, hadn’t updated her security details. The problem was that she wasn’t even registered for Westpac… Read more

internet banking. In fact, she has NEVER successfully used the secondary card because every time we tried to use it, it wouldn’t work.

To sort this out, my wife then had to register for Westpac internet banking simply so she could update her security details.

I rang Westpac because I’d had enough. I asked for the payout amount because I wanted to pay the credit card off IN FULL and cancel it. You would think a bank would at least make it easy for a customer to pay them what they are owed and close an account.

Apparently not.

I was told I couldn’t do that because the card was blocked. So then began the ridiculous process of trying to get it unblocked.

After my wife registered for internet banking and updated her security details, we were transferred through THREE separate sections trying to get the card unblocked. After all that, the final section we were transferred to WASN’T EVEN OPEN.

Seriously, how difficult should it be to pay off a credit card and close it?

Unfortunately, this isn't my first poor experience with Westpac. I previously had my home loan with them as well. I approached them about getting a better interest rate and they refused to budge, so I refinanced elsewhere. Thankfully, I managed to escape that relationship too.

Westpac talks about customer service, but my experience has been bureaucracy, being passed from department to department, uncompetitive rates and making simple things unnecessarily difficult.

When I wanted a competitive home-loan rate, they weren't interested. Now that I want to GIVE THEM THEIR MONEY, pay my credit card off and leave, they have somehow managed to make that difficult as well.

Just an absolutely terrible banking experience.

If you're considering Westpac for a credit card, home loan or everyday banking, do yourself a favour: shop around and seriously consider taking your business elsewhere.

There are plenty of banks competing for your business. Based on my experience, Westpac wouldn't be getting mine ever again.

Westpac’s communication and security processes are seriously flawed. For months, both my wife and I received repeated calls from a private/hidden number from people claiming to represent Westpac. They wanted to discuss our accounts and asked us questions about our banking. Like any security-conscious customer, I assumed these were scam calls. I… Read more

contacted Westpac directly — at least twice — specifically asking whether anyone from the bank was trying to contact me or whether there was an issue with our accounts.

Both times Westpac told me there was nothing requiring attention and no apparent reason for anyone to be calling me.

So I reported the calls as suspected scams and even involved my telecommunications providers trying to investigate and block them.

Months later, my wife noticed one account was around $300 overdrawn. She transferred money into it — and suddenly all the mysterious calls stopped.

It turned out the supposed “scammers” were apparently calling on behalf of Westpac about the overdrawn account.

That is an astonishing failure of communication.

Westpac could have sent an email, a secure message in online banking, called from a verifiable number, or simply told me what was happening when I contacted the bank myself.

A bank constantly tells customers: “Be careful of scams, never trust suspicious callers.” Yet Westpac apparently expects customers to trust people calling repeatedly from hidden numbers — while Westpac’s own customer service cannot even confirm that those callers are legitimate.

That is not just poor customer service. It is a security problem created by Westpac’s own processes.

Westpac seriously needs to improve communication between its departments and give customers a reliable way to verify whether someone claiming to represent the bank is genuinely calling on its behalf.

Very disappointing experience with Westpac I have been extremely disappointed with Westpac’s handling of my recent refinancing. On the very same day I refinanced away from Westpac, the bank charged me a $395 mortgage package fee, despite the fact that Westpac knew I was refinancing and would no longer be receiving the benefits of the package.… Read more

Charging this fee on the day of settlement feels completely unreasonable and shows a lack of consideration for the circumstances. Even more concerning, I am also currently trying to resolve an issue with missing funds from my account. An amount of approximately $4,118 was deducted on settlement, despite me being reassured by the bank beforehand that no mortgage repayment would be deducted. The money does not appear to have been credited to the relevant home loan account and is not showing in the transactions. At this stage, it appears the funds have simply disappeared. The combination of an unexpected $395 fee and missing thousands of dollars has left me with very little confidence in Westpac’s processes or customer service. I would strongly recommend checking all transactions and fees carefully if you are refinancing away from Westpac.

0 STARS! Surely the idiots running this company realise a lot of their profits are as a result of having and retaining customers. After yesterday and todays performance im finished banking with them after 30 years. Impossible to contact by phone. The virtual assistant is like some early 90's tech that is utterly useless. If you do manage to… Read more

speak to someone by phone its some work from home goof who has no idea what they are doing. The CEO should pretend he is a customer and try using their services to get a first hand experience of just how hopeless they are.

I have trouble to make payments. Called Westpac 6times and the machine just hanged me off. So have to transfer fund to commonwealth bank to make the payment. Why couldn’t talk to real person? Show details

I am overseas and just wanted to open an account already linked to my personal profile After visiting a branch while in Australia i completed all the forms and told it would be able to be finalized online. BUT $45.00 in pre paid phone calls various emails to no avail. Totally incompetent .Apparently a call to wbc with an Australian number from overseas is available but wbc cannot call and Australian number if overseas ?WTH

Westpac used to be better without Ingenico’s involvement. First of all, most of the Eftpos’s machines are supplied felthy refurbished, faulty, , and dirty, un presentable, definitely, it can’t be introduced first thing infront of your customers. Ingenico customer service and technical support team are definitely unqualified to handle customer… Read more

service and dealings face to face or over the phone with clients. Rude, lacking for knowledge, they are completely lost, the easiest way is disconnect the phone call and off they go. You have to call them numerous times in order to get the service done. My Eftpos terminal has been months with major problems, since we swapped it with Ingenico,,, bad choice. The (03) phone number is always disconnected, if you try to call them. Besides it’s very hard to understand their accent, poor command of English. Westpac will be affected badly if Ingenico stays as part of their business ,, they are giving you a bad name. Virefone are much better than them. I will be back to my original bank which is ANZ.

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.

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

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.