Westpac Online

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

One star is too much, spent about 2 hours online applying for a Credit Card, only when halfway through was closed and sent back to "Your Accounts", tried again and when at the same point was again redirected to "Your Accounts". I attempted 3 times… Read more

further with the same result. I had a medical appointment close to the nearest Branch, 30+ mins drive, went there and was told after waiting in line for about 25 - 30 minutes that it had to be done online. When I returned home contacted the 13**** number, waited the obligatory 45 minutes to speak to someone about what was happening about the website and that I had been to a Branch and was told I would be put through to the 'Appropriate Person', only to be told that they had finished for the day and to ring back tomorrow after 08:30. Rang back the following day at around 10:30, waited again for nearly an hour, explained that the online Application Area was sending me back to "Your Accounts", was told I would be put directly through to the Credit Card people, again a 30+ minute wait, only to be told that this application can only be done online, attempted to tell the person that I had tried for several days to complete the Application online and it sent me in a loop back to the beginning, they said they would speak to the IT department, was onhold for several minutes to be told there was a problem and to try again later. At this stage I was forwarded to the automated Rating area, and gave a zero for all questions and said that I had spent nearly 8 hours attempting to apply for a service that is obviously flawed in its setup.

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?

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

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.

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 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

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.

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!!

Get an SMS and an email advising I have to verify my ID by 21 September. All good, almost a months notice. Says I can do it online BUT when I go to login I find I can't log in because I've got to verify my ID. They've cut off my access even though I still have a month to do the verification. So you can verify your ID online but you can't go online… Read more

until you verify your ID. That's the first stupid thing in a list of stupid things. So go into the local branch - which is a 25 km drive away. Sorry says the teller - "driver's licences are not an acceptable form of ID"- funny how it was what I used when I opened my accounts 40 years ago, when I applied for a housing loan etc BUT apparently it's no longer "Valid ID" Drive home to get my passport. Back to the branch. Takes 3 people to get my ID verified and another two to restore my online access. Then one of them asks me "Why did you use your passport, we only need your driver's licence" 100kms of driving and an experience in dealing with incompetents - can only be Westpac

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.

I have been with westpac for over 40 years, the customer service now is the worst it has ever been. 40 minutes on hold only to be told to go to a branch. I live over 200 km from the nearest branch. All I wanted to do was verify my I’d which has not changed in 10 years. I am 75 years old and have problems with the internet. Will consider changing banks.