Westpac Banking Anmeldelser 402

I have been with wespac for 20 years, no issues until now.
I have been unable to access or transfer my own funds for over a week due to an account restriction triggered by a surname change after getting married.
Despite visiting a branch in person with all required identification and documentation, the issue has still not been resolved. I have also made multiple attempts to follow up and am still waiting on a callback.
During this time, I have been unable to:
transfer money between my own accounts
pay essential bills (including electricity and rent)
purchase basic necessities for my children
meet existing payment obligations, which are now being declined
Ive been stuck with a toothache, which i cant book for the dentist as I have no way of paying
My baby needs formula, my fuel is getting low...its friday of week 2 & nothing is being resolved...
This has had a significant and stressful impact on my household, and the lack of urgency or clear resolution from Westpac has been extremely disappointing.
I understand the need for security checks, but being locked out of accessing your own money for an extended period—especially after providing identification in person—is unacceptable.
I would strongly recommend Westpac review both their processes and staff training in handling situations like this, as the current system leaves customers without access to essential funds and no immediate support.
20 years of being a customer— I get married & suddenly they dont believe I'm me!

I have banked with Westpac for many years. It’s definitely gone down hill. Not open Saturday anymore and lousy customer service. My yearly credit card was $59 now they charging $7 a month which makes it $84 a year. RIP OFF…
Shop around like l am going too.

The international transfer was easy to complete and it did not cost me any fees.

NEVER BANK WITH WESTPAC.
CORRUPT BANK
DISGUSTING SERVICE
HAMILTON NEWCASTLE NSW BRANCH

Rating: 0/5 Stars

Westpac’s digital systems and services are completely backwards and archaic. It is, without exaggeration, the worst banking experience I could imagine.

The customer support loop is an exercise in futility. Their chatbots are woefully useless, yet when you attempt to bypass them by calling the help line, you are simply directed back to the same bots before the line goes dead. It is a circular system designed to prevent you from actually speaking to a human being.

Most absurdly, their processes seem trapped in a bygone era. To set up simple auto-repayments for a credit card, I was informed I had to print and sign a PDF, then physically take it into a branch. We are well into the 21st century; requiring physical paperwork and an in-person visit for a basic digital function is pathetic. This isn't the 90s, but Westpac hasn't seemed to notice.

Avoid this bank if you value your time or expect modern service.

Firstly I’m a victim of a scammer. Westpac warned me but of course at the time the scammer convinced me otherwise. I went ahead with the money transfer & ultimately lost the money. I engaged a company called Cybertrace to do a report about the scam. Westpac fraud team would not listen to reason & decided that Cybertrace was also a scam. So they permanently locked me out of online banking. With a mortgage having no access to online banking is just not workable. The Manager of Cybertrace even rang Westpac & explained the company. A lady by the name of Rachael at Westpac was supposed to sort this mess out. I rang several times but couldn’t get on to this lady. The waiting times were ridiculous & the customer service terrible. Just bear in mind I’m going through stress after losing money & I have to deal with these Westpac muppets in the fraud team. So I lodge public complaints to Westpac & receive emails saying they can’t resolve the matter but there are other avenues like acfa. I have complained to them & now they’re going to go to Westpac so nothing will be resolved. To top it off I receive another call from Westpac fraud team today thinking they were going to apologise for their horrible treatment of me. But no it was a phone call designed to shut down my complaint and I got into the same stupid conversation with Aaron about the authenticity of Cybertrace. Again he said they’re possibly scammers, even after looking at their licensing with NSW police. The end result I may as well have been talking to a brick wall. My online account will not be reinstated. Suffice to say I have to refinance my mortgage & go to another bank as Westpac have made banking with them impossible. I will also be asking Westpac for a reimbursement of fees required to refinance. These people in the fraud department will easily be replaced by AI one day because they Have not an iota of humanity about them. My advice don’t bank with Westpac. Worst banking experience & treatment ever. They are trained to save the bank at the expense of the customer

Frustrating experience, zero ownership, and endless runaround

I’ve spent the past month trying to organise business banking requests with Westpac and it has been a nightmare. The online systems haven’t worked, and I’ve repeatedly been told to do things the manual way. I’ve gone into the branch multiple times to update signatures and chase forms, only for everything to revert back to where I started.

My relationship manager, Era Dhiri, has not helped resolve anything instead she keeps directing me to other bankers. Relationship managers are meant to help clients, not act as a roadblock. I’ve also been passed around to her assistant Anthony (who I rarely hear from) and then to someone named Nichole Taleski, whom I’ve never dealt with before. It feels like there are too many staff on top of each other, with no one taking real ownership. As a client, it’s impossible to follow what’s going on, and my personal admin has blown out significantly just to get simple tasks done.

I run a business with two directors, and I’m being told our structure is “complex.” If you run a business, I would not recommend banking with Westpac based on this experience.

On the positive side, Jessica Wang was initially helpful and candidly acknowledged Westpac’s system issues and that upper management is trying to resolve them. Rachael Squires was the most helpful person I dealt with she opened a joint account and actually tried to get things moving. Unfortunately, I was told I must deal directly with Era, and the runaround continued. I’ve now been to the branch for the 3rd or 4th time with still no result on something as simple as reissuing a staff debit card.

Overall, this branch gets 1 star from me. Too much handballing, zero accountability, and no progress. I strongly recommend anyone doing business to steer away from this branch

If you really care about your hardly earned money the westpac isn’t the correct one for sure. However it’s your decision. That’s my experience and opinion.

Still waiting for a call back from 4 months ago .. AS PROMISED by Westpac

All things considered, Westpac was one of the better institutions to deal with. Now, they've lost their minds. One now calls the listed contact number, only to go around through the press this, press that... and in the end, now they hang up on you, because one has to download the app and log in just to speak with them. Thankfully the big banks days are numbered, and the number of days is very short.

I'm always stunned by the ineptitude of their call staff! They clearly have no idea what they're doing! The low quality staff training.

So I went for a Westpac Home Loan four years ago on a pre-existing home and they knocked us back due to where the house was located was too noisy even though they were not buying the house it was the house we wanted and they knocked us back so just a big eye-opener for everybody out there. They only approve loans to houses which they’re happy to buy back if you fail.

0/5 Digital Experience
Rating: 0/5 Stars

Westpac, waste of time and energy. We got our pre approval with same documentation but when it comes for final loan approval they took very long time to make decision and rejected my home loan saying they needed 10% deposit on my wife's return to work policy which they didn't mention anything during pre approval.
And some loan staff were not even aware of their policy.
Please don't waste your time and energy, very disappointed with Westpac service.

If considering a Mortgage through Westpac, think again and run a mile away from them. Had 3 emails yesterday that looked like were from scammers but actually them that only addressed to me by first name and a link in it and bullshit about how they had detected they overcharged interest on all 3 loans for almost 3 years. (we were only with them for that period). Took them almost 10 months after we had left them and refinanced to discover this after they claimed when questioned last year that we were charged the right interest and refused requests of all interest transaction history last year. Fast forward to yesterday after working out the emails were legit and calling spoke to Sam who was coming across as a work experience adult, starting with could not complete authentication procedure correctly with me telling him basically how he was meant to be doing it. Then asking to speak to his manager before taking several minutes to come back to me with his manager is away on holidays. Sam do you pay attention at all? Then yesterday afternoon have a call from his Team Leader Robina A. who said she had listed to the call and agreed that Sam needed serious training with authenticating a customer and general call handling and even she could not properly authenticate me basically saying part of the answer to questions like the suburb I live in and ask for the rest of the address, but proceeded with the call and wasn’t very helpful and did not really care. Then today have a call from Andrew, Sams Manager and even after knowing I called for him to review both Sam & Robina A. call recording decided to ring off his mobile phone and not record the call. After almost 15 minutes of asking him to record he finally hang up so he could record which took 5 minutes to call back. It was evident of why he did not record from the start as he had no idea to answer questions, funniest one when he thought he would have me was the authentication with someone that was not me when I said I could drop my phone and someone pinch it and ring up as me and the number matched mine on file he said they would not know the details on my file, then I got him and said they could if I dropped it out the front of my house and they went through the letter box and pinched the mail including documents from the bank out of there. This completely stumped him and forced him to start recording the call. When I asked to speak with a higher up manager to him to complain about his unprofessional conduct and his inability to answer simple questions he replied to my request for a call by 2.00 pm today from a higher manager she is in a meeting and it might be Monday to which I replied back if you do not want this review going up online today after 2 pm find another Manager or are you happy for this review to go up with his name up and he said he would end the call now, to which I assume he was happy for it to go online and tht was confirmed when I received a email from Belinda J Director Service & Operations Customer Remediation today at 3.05 pm, (over a hour after the deadline) and her only thing she could say was quote “I apoligise that the interactions with my team have not met your expectations.” Well Belinda the interactions by your staff were totally unprofessional and not one of the 3 of Andrew, Robina or Sam could correctly perform authentication correctly for proof of record, so if you do not think the simple requirement for proof of record ownership is enough of a issue and you refer to my expectations you have serious issues Belinda so not sure how you got your position. I am assuming you also do not know how to correctly authenticate a customer seen you are to lazy to call me. It looks like it is the blind leading the blind from top down at Westpac. Close of business and in almost 30 hours can not generate simple documents for monthly interest charged. Do yourself a favour and if a current customer of Westpac refinance to another provider who actually has a person that is not a Sam, Robina A, Andrew or Belinda J and actually know how to do their jobs and if looking for a finance provider run before they trap you in and over charge you. Education lesson for Andrew in particular search AI you idiot it even knows that Westpac can generate the daily report easy and supply it generally in 3 to 5 days not weeks like you said all it takes is a few clicks of the mouse. As a great person would say FTB Westpac (which is F*** the Bank, for those that do not know

At this day and age of the digital economy we were informed that we would have to wait 31 days for our fund to be deposited into our account on the cancellation of our term deposit. No excuse or policy is justified. I can settle the purchase of a house in seven days as a comparison.

I have tried to call from the UK many times to ask about a Handycard replacement and to update my details. When I finally manage to get though, the person can’t hear me, yet my phone is fine and I ring other people in Australia .
I have written to my branch in Mosman. No reply. I managed to get through to a person who said they’d resolve it all. Nothing.
The app doesn’t work and the online id wants more info. which I can’t supply because I can’t get through.
I have had a Westpac account for 60 years but it’s AI driven and useless now.
Linda

I reported a scammer to Westpac who banks with them after I lost a whole lot of money.
Westpac doesn’t care they are not interested so this scammer who banks with Westpac can continue to scam people and Westpac is protecting the scammer

Westpac Carindale we went to pay the money into the ATM it gave it back said go to the counter and they would not take it we went to another Westpac bank and they took the over the counter no worries Westpac Carindale bad service

Currently in Switzerland visiting my terminally ill father.
I arranged an apartment near the hospital and the owner (Of the entire building) provided banking details for the transfer. When trying to transfer in Westpac, an error "DS01" appeared. I called and the circus that ensuide guarateed I won't be dealing with Westpac ever again.
1. First representative was friendly but had no idea what the error was or where to send me. After 5 mins on hold she said I'd have to be placed to another department
2. Second person I spoke to was rude, constantly interupted and kept asking the same questions despite me answering the first time. She had no idea and said .... you guessed it "I have to put you through to another department.
Note: Mind you I've been using my Westpac Credit card for the last week with no issue. I guess as long as you're going into debt they're happy.
At this point it was ~40mins on the call to get nowhere.

When the times are tough and you need support, Westpac is NOT it!

Update: called again and was given a phone number which put me back in the general queue.

This Bank has no customer service , period if you want help you have to go into a branch ads they outsource all their customer servcie enquires to india/asia and their staff talk in circles for hours and then transfer you to somebody else and the cycle repeats''I recomend DO NOT BANK WITH THIS BANK'' their app is useless you cannot speak to anyone !!!!