WestPac Banking
Reviews and Complaints

I am overseas. I told westpac I was going to be travelling and did not want my account blocked as this has happened many many times. I used online banking to transfer my money from my account at westpac to my account in another bank in Australia. Then next time I went to log in I could not and got message to contact customer service. Now the fraud customer help do not EVER ANSWER. LEFT ON HOLD FOR MORE THAN 1 HOUR EVERY DAY FOR MORE THAN 1 WEEK. I RECIEVED EMAILS ASKING FOR A LOT OF PERSONAL ID. I SENT BACK by email which I do not think is at all secure. Then received another email saying they would call me. They Never call. I try again and again to call them with never an answer after more than an hour calling from overseas. I need my account to be unblocked . This is disgraceful.

My account has been blocked few times by Westpac due to suspected scam. The problem is there is no clear or fail safe avenue to lift the blockage of my account. Call centers cant do anything and the scam department are mostly not reachable. I am from overseas and my phone bills are so high just by listening to the call waiting music where at the end the customer service cant do anything (this time is Anh from Customer service 612-[protected].

My previous complaint ID CS14710006 dated 9.9.2021 and Complaint ID CS [protected] and Complaint_WBC0000107190_[protected] dated 20.5.2021 are relevant.

Today 28.4.2022 I got blocked again and I cant get in touch with the scam team, although waited for 30 minutes to talk to the Westpac customer service agent which as usual cant do anything.

Please call me at +[protected] as usual as I cant get hold of anyone that can do anything at Westpac as usual.

Thank you.

Regards

Frederick Eng

+[protected]

I have been in touch on several occasions to no avail. I require statements urgently for the ato from 2010 to 2013. No one seems to be able to provide them to me. You have already damaged my credit rating by holding an open default account for nearly five years after it was settled, at which I have a letter acknowledging you were in the wrong and now you can't provide me with statement I need urgently

To whom it may concern

I am very sorry but I am so frustrated at the process of my home insurance claim. Please help us

On the 9th july my 12 year old sons roof fell down over he's bed.

Luckily he wasn't hurt but it was scary

We thought we done the right thing and contacted westpac straight away as we was concerns that the side of house was going to calapse.

The following Monday a person from claims central came to render home safe, he turned up alone and he's job was to prop up ceiling and make it safe, i was informed by the worker hes boss was unable to addend due to a gastro infection but was assured he would be up to see us in a few days to assess the damage for claim central.
My partner and i both informed Westpac and claim central we were on holidays from the 21st July but to let us know before we leave any dates needed to get into property as my mother just lives across the road and they can gain access without any issues.
well this didn't happen. claims central put in a report without any photos or investigation done straight after the event. The report was done solely on the tradesman who came to prop the ceiling up who openly stated that's all he job is and apologised for hes boss absence.
So when my partner and i returned from our trip we were not impressed no-one had been back to do any repairs and roof was getting worse. So my partner rang claim central to find out what is happening, we was informed about the the mix up and they will find out what happened. Later same day we received a call stating the boss who was meant to come to our home to do a report for Claims central had agreed to attend about 6 weeks later to check the damage as that's the best he could do.
He did attend and he was very apologetic to us. He stated to ceiling was dry now with no water damage there at this point, We stated its a fibro home we had heavy rain and winds that month and in the older homes there is only 1 x sheet of fribo between the inside and outside. He also looked under house and stated it was also dry and due to the ventilation that wasn't a surprise to him as it had been over 1 month after the event and the weather had dried up. We explained that work was completed before purchasing home we assume by old owners and when we applied for home loan the home the repairs had already the repairs had been completed. He then agreed the repairs was done some time ago. Due to the home and insurance being taking out at the same time as the loan you cant have a mortgage without insurance on the home WESTPAC was aware of the state and condition and location of the home at that time. My home is in collie it is a coal town and we get 4 seasons in 1 days most times.
so after he left we felt listen to and we was hopeful that the roof would be repaired asap. the room has been quarantined due to the side of the house calaping while we are fighting to get this fixed.

Claim central over 8 weeks later sent out a structural engineer wow then the trouble begun.
He inspected and said to us i will do my report than hopefully it will fixed, We was told by the engineer to not put anyone in that room as its due to calape at any moment, since then we have had 2 earth quakes and more ground movements. So the floor and roof clapse has spread to other rooms and parts of the house.

well after another few weeks Westpac rang and stated the CLAIM was again denied.
The bases were
* not enough horses hairs in roof
*stumps of had repairs done to them so its a week point

what a load of crap!

we didn't even know that horse hairs were in the roof, so how would we know to look in our roof, plus how many is a healthy amount . As for the stumps the work on the affected stumps was done pe-purchase!
Before i could get the loan they had done an inspection.

I have been paying top premium amounts for the duration of the loan, this was the time i needed Westpac to look after us. All we got was being treat like a number and a fool
Treat us with respect and understanding and compassion please.

I have insurance on everything i own, so if anything happens we will always be fine and looked after. Well this has been a nightmare. For over 6 months we have been shifted from 1 person to the next all promising to help and look into our claim but all we got back was a generic response stating we have to escalate it as i cant complete by the deadline. huh. when i call them out on what they have done to investigate this for us, they say we read the engineer report that''s all we go on. '
The roof was dry 4 to 6 weeks later so it wasn't rain affected, its the horse hairs problems the stumps have repairs its not our problem.

We have had to 2 Westpac agents hang up on us when we have requested to record there responses . Extremely rude. The management employees of Westpac are
Mr Tim Howie and Sue Neget employee number F045822 [protected]

ALL WE WANT IS FOR SOMEONE TO SEE REASON AND TALK TO US.

We have requested a meeting to discuss our policy and our problems with this claim and our reasons for feeling left out in the cold with only half a house to live in. we was told no no meeting will be held, we offered to come to Perth to head office we was told this will not happen. when you have a Westpac employee tell you well if you want it fixed go fix it i find that attitude should not be dealing with confused and distressed customers, how dare your 2 management employees hang up on my wife. under no circumstances is that excepatable.

Now this employee sue sent us a message and stated collie weather was no different that month to any other, well what a load of crap, we had extreme winds and rain never seen in collie for at least 5 years, I think your employees if they don't know the country and especially a coal town like collie then don't just throw out there ""well its was just another day, " We are very devastated at all this we are watching my home which isn't much to most but its mine split into 2, I have never missed a mortgage or insurance payment iv'e been loyal and even after we was informed that until we repair the damages to our home the insurance wont cover any future repairs either, Westpac have stated that we are still required to make my payments on the insurance that now we know has never been insurable, as to be truthful i used to trust people at there word but not anymore, this has taught me that all i am is number and when someone has nothing to hide and they are in the right they don't refuse to be recorded and they don't hang up on the customer as that clearly state there is a problem and This engineer report that is the only thing Westpac was not completed for over 2 moths after the event! Sue and Tim said that the report is what they use to make there decisions nothing else matters, I also asked for proof that any further investigating was and has been completed other than just reading the same old report, we have been informed we are not in-titled to that information, the information we are in-titled to is its been decline and to escalate the claim, This has been a dance for so long we have 6 people living in one room on floors as one side of the house and floors are breaking and clasping and its only a matter of time before one of us are hurt. In the beginning its was only 1 room affected due to no action its now whole side of house affected.as a man and sole provider of my family i feel like a failure, AS i cant fix a problem i thought my insurance would take care of for me. That's why i have insurance to be protected and to protect my family.

We offered to resolve this matter by covering a small portion of repairs even though i don't think i should have to, but that was refused quiet quickly,
we also just want a meeting to sit down with management in Perth who make the decision to try to sort this out. i'm the one still paying and soon if the house and this claim gets left for much longer we wont have a home at all that's able to be fixed.

We really need your help
I do want to make this really clear i have done no stump work on my home since or before purchase. the stumps with repair must of been done by previous owners. the horse hairs i had no idea even existed .
we are a day or a month away from being homeless please help us

The way wespac have treated us is a shame

claim number HOM980612

I recently closed my online saver account and Denticare removed money after it was closed and weren't supposed to be able to draw before that date

14/12/2018 $60.25 Denticare payment
27/12/2018 $121.25 Denticare payment

$559.00 30/10/2018 Westpac Dispute
Service not rendered or authorised by user
Ref DTN8362e100346
New credit card ordered

Credit Card balance online not balancing?

I also am waiting for a refund for carpet from Westpac Cheque Account
International Transfer
Their bank is claiming it was refunded but I haven't received it; they have requested now a third different account for deposit

Is it possible if I make that change or just refund ?They have changed accounts 3 times already

Sorry, thank you for your attention to this matter

Yours Sincerely,

Tamsin McBurnie

I have been on my phone since 9.13 am this morning 22/1/2019 it is now 2.25 pm in regards to my son Daniel Costello-arlotte has been issued with a $10, 000 credit card 3 yrs ago to buy a car with at that time he was earning $1800p. W and would have been entitled to obtain a personal loan for this amount but unfortunately the young man he saw signed him up for a 0% interest credit card for first 12 months since then it is up to 25% for the last 2 yrs he has been employed by a labour hire firm that only hire casuals but it was a better option than being unemployed. His contact finished with the labour hire firm 8 days before Christmas he walked the streets and obtained a new job 2 days before Christmas but the company couldn't start him until 10th January 2019 he now will be paid monthly at this new job so will not get his first pay until 10th February 2019. He has go into the westpac browns plains brsanch explained his situation due to the fact he also took out insurance with the credit card he was told to contact them so therefore the insurance has agreed to pay 2 months of min payment on this credit card due to financial hardship. More bad advice. His father & I advised him to go to another bank to get a new lower interest credit card or personal loan to pay the westpac $10, 000 card out but because he has used his financial hardship with the insurance cover he was signed up to with his $10, 000 credit card heritage building society has advised that no other bank or institution will loan him anything as the financial hardship insurance cover will now affect his credit rating this is all because of bad advice from westpac staff members. I myself have spoken to Kylie from Melbourne head office she told me that they will honor a 13.495 credit card swap over for Daniel, she also told me to ask Daniel to call [protected] direct by 8 pm tonight to have the old credit card cancelled and the $10, 000 amount owing transferred over to the new 13.49 % low interest credit card after 13 phone calls between myself and my son in his lunch breaks we keep getting told different things and so far nobody knows anything about what I was promised with the 13.49% low interest credit card swap over. Your banking staff need to get their act together and stop wasting customers time. I am livered about westpac's ethics and will definitely be making a formal complaint to the banking commission and obudsman if we don't get some help for the injustice my son is getting now his gear box is on its way out on his car he just spent $1100 on the clutch and will have to look at getting taxi's or urber to and from work at $45 each way he is already living on 2minute noodles because can't afford to spend alot on food. What more does your bank want, iam on the brink of recommending my son go bankrupt then westpac will not see a cent more of his money, he has already paid thousands of dollars to westpac and it hasn't even touch the surface with 25% interest your staff have a lot to answer for. I would appreciate contact on this matter asap with help for my son bt calling him directly on [protected] and I expect a formal apology to him as well. Very angry mother and customer Karyn Hartwig you may contact me on [protected] anytime in regards to this formal complaint.

On 16/02/2017 I received details for breaking my fixed loan with WESTPAC (Ref: PS/SM/3910791/ZYA03) indicating a breaking cost of $ 12, 011.78 and a fee of $300. When I applied for breaking my second fixed loan 12 months later, WESTPAC informed me on 06/03/2018 that the breaking cost will be $ 3, 989.50 and the the fee $300 (Ref: PS/NN/4735844/ZYA03).
How can the difference of $8, 000 of the breaking costs be justified?

Hi went into westpac Malaga branch in Perth wa and applyed for a top up loan on my redraw about 3/4weeks ago I spoke to Ash Kumar about this loan filled out all the paperwork and have not heard from him since I tried to contact him on store number and Mobil to no response I did speak to one of the workers today and told me he was sent to whitfords westpac for 2 months and he sent him an email to contact me and iam still waiting I must say the service is very lacking you would think he would stay in touch to let me know how things are going but as I said no response what so ever and I am not happy about this at all

I transacted a purchase from Dealboard.com which I did not receive. After investigation PayPal could not assist due to being over their 45 day policy, they advised to contact bank and request a chargeback. The bank did not know initially what his was and then proceeded to inform me they could not put in a request for a chargeback.
On everything I have read about chargebacks the bank should put this in for me without question.
Wish to complain about Westpac for not processing chargeback and for Deal board in not supplying the goods in the first place.

Westpac are the worst bank in Australia. I went to the 218 st georges tce branch and the manager was so rude. The bank would not refund the money on a fraudulent transaction. The lady was so rude and didn't even try to help. I have taken my millions and left the worst bank in australia.

Several years ago I received a credit card from Westpac with a $2000 limit, shortly afterwards I relocated to the United States. Upon discovering that there were no means to make payments through ATM's here I called Westpac's "dedicated customer relations team" to enquire about my options for repayment, only to be told that I was "not eligible for phone banking". As I saw it I was not requesting "phone banking", I was making a valid, general enquiry requesting advice on how to repay my debt. I then emailed and received no response.

Consequently 5 years down the track I find myself receiving an urgent late night message from a friend here in the United States to call someone in Australia. Already in distress taking care of a family issue in Florida I called the number to find it was an agency known as Credit Corp. They explained to me that given the time difference I had a total of 3 hours to deposit almost $3000 via credit card into my deactivated account or I would face "escalated legal costs and consequences", as though I was some criminal fraudster trying to weasel my way out of a relatively small debt. The hour was late and my husband, my only source of income was currently in transit to the other side of the country and obviously not able to rectify the situation in that time frame. I was left with no other option than to contact family members in Australia to assist me.

I now find myself $3000 in debt to a family member who most certainly doesn't have that kind of money to outlay in such a short period of time, I have been placed in a position where I must somehow acquire the funds to repay this debt in a very limited amount of time, an added strain placed upon my family here in an already trying period of illness and have been humiliated in front of my peers who were led to believe that some dire family emergency was in progress from the tone of the "urgent" messages left for me with them.

All of this inconvenience to myself and their "business" could have been avoided had their "dedicated customer relations team" actually participated in customer relations. One simple answer via telephone 5 years ago or one brief email response and none of this would have ever occurred. I have alerted all friends and family members holding personal and business accounts with Westpac and urged them to retain the services of another institution as soon as possible so they may avoid unnecessary grief caused by it's non existent customer service.

I was on Invalids Benefit my permanent income in my name and husband partime working.
we went to our bank of ten years for a loan, to safe guard our selves we took out westpac insurance with the loan at the time we ask westpac staff if my benefit stopped would insurance cover me they said YES we ask staff of contracts we not all einstein, it would one and a half years later benefit stopped shock horror insurance did not cover this insurance was only for wage and redundancy they only paid me back the insurance I paid on the loan the same with Westpac Credit Card we got insurance for that to my horror again it only cover over 30 days sick husband off three week. at the time we got credit card again we were told covered for sickness I am worried about how Bank staff conduct themselves selling loan and bank credit cards at customer expense to make banks money.

I have received the message from Mr. Ray White, (Director, Customer Financial Services) Westpac Corporate Bank, you have won the prize of 10 Lacs GBP from BMW group. Mr. White required my bank details for transferring the prize money, After providing the information now Mr White are demanding me 550 GBP for transfer fees charges.

I have requested them pl deduct theTFC from the winning amount. Suggest what is fact?

With Regards,
Shiv