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Chargeback: Unauthorised Transactions

Posted by serenityendy serenityendy
Message 1 of 5 864 Views

Hi,

 

I'm posting this in the forum in hope that I would get more help then when I called up Customer Service, which is less than none to say the least.

 

I've disputed 3 unauthorised transactions 4 weeks ago, which totalled up to more than a $1,000. I've since tried to follow up with Bankwest on a weekly basis, only to be faced with the same, generic, unhelpful response of "we are still working on it, call back again later". Despite mentioning that I would not be able pay this amount by the due date (since this expenditure is not something that I've budgeted for), the only 'helpful' response I got in return is that I will be penalise with hefty interest if I don't pay on time. When I highlight that I might raise this with the Financial Ombudsmen, the Customer Service agent actually encourages me to do so.

 

In the last 8 years that I've been with Bankwest, I was never late with my repayment. And this is the help I can get? I am more than 30 weeks into my pregnancy and this is the last thing I need right now!

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Re: Chargeback: Unauthorised Transactions

Posted by MegB MegB
Message 2 of 5 852 Views

Hi @serenityendy I'm sorry for the experience you've had with us regarding your transaction dispute and appreciate this a stressful time.

So I can arrange a specialist to look into what's going on here and give you a call, could you please flick me an email to forum@bankwest.com.au with your forum username, full name and best contact number. Thank you.

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Re: Chargeback: Unauthorised Transactions

Posted by serenityendy serenityendy
Message 3 of 5 849 Views

Thank you. I had sent the email through and hope you can get back to me ASAP.

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Caz
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Re: Chargeback: Unauthorised Transactions

Posted by Caz Caz
Message 4 of 5 829 Views

Hi there

I too am experiencing similar difficulties for two unauthorised credit card transactions back in July. I have called a few times to follow this up with the responses almost robot like, as if they are reading off a script. The help was not helpful. I even visited the Baldivis branch on Monday and raised this matter with a staff member. They were going to follow this up with the Chargeback section and email me the current status. As of this morning, I haven't received any emails.

I understand these things can take time, however the lack of customer service, being told to wait the maximum number of days to pass and being treated like you are just a number is unacceptable. Friends that have been in a similar situation with CC fraud through other banks have had their issues dealt with far more efficiently than Bankwest.

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Re: Chargeback: Unauthorised Transactions

Posted by MegB MegB
Message 5 of 5 824 Views

Hey @Caz, I'm sorry to hear you feel like you're being treated as a number. I can assure you this isn't how we view our customers. I understand fraudulent transactions are frustrating and would like to help get this resolved for you ASAP.

Could you please email me at forum@bankwest.com.au with your forum username, full name and best contact number so I look into this further for you.

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