Cards

[#1]

First time in 20 years as a customer I have been disappointed in a response. 

I have a credit card i rarely use. Logged on last night to check it still had a $0 balance and close account. Realised the entire card had been spent over past two months. Immediately called to report the fraud. 

Advised to fill in a form. Had to ask for the card to be stopped to prevent further fraud rather than it being suggested and offered. 

Told I have to keep making the minimum monthly repayment while it is investigated. 

This was repeated 3 times during the call. 

Phone operator cared more about the monthly payments than the fact we were in shock our entire card had been spent by someone other than us. 

Asked if we need to notify police and advised not to which I thought was strange. 

So for now, I am making payments on someone elses transactions. Waiting to find out what happens now, no advise or instruction as to what will happen. 

[#2]

Hi @Hayleyr, really sorry to hear of the experience you've had here, and I'll ensure this is addressed.

I'd really like to be able to take a look into, and discuss this further with you, if you could please send your full name, Forum username and best contact number to Forum@Bankwest.com.au we'll get in touch today.

Thank you.

[#3]

I have done so

[#4]

Thanks @Hayleyr, I've just responded and we'll be in touch with you later today.

[#5]

So this is true?

You must continue to pay your credit card statement while the
transaction/s is/are being disputed and investigated.
If you pay the full statement balance: We recommend you continue paying
the full statement balance to avoid paying interest on your card,
however if the dispute is found in your favour, any interest charged due
to the unauthorised transaction will be refunded.

The customer has to pay for the fraudulent charges until the bank gets around to investigating? Why not delete the nominated charges until the investigation is finished?

I've not seen this type of conduct before. If it is true I'll be cancelling my card.

[#6]

We do ask that you continue to pay your credit card statement while the transaction is being disputed and investigated @PA32R.

If you normally pay the full statement balance, we recommend that you continue paying the full statement balance to avoid paying interest on your card. If, however the dispute is found in your favour, any interest charged due to the unauthorised transactions will be refunded.

[#7]

I recently had a similar experience. Our card is about $300 over the limit because of almost $600 of fraud. It's been such a hassle informing all my debtors about the closure. I don't want to make repayments on someone else's fraud. Bankwest response was very callous. Keep making repayments until they investigate whether it really is fraud...because I might have wanted to go through all that hassle to get away with $600 of transactions on a card I've been using on revolving credit since Feb.

[#8]

Hey @cherryjam, I'm so sorry you've had fraudulent transactions on your account and to hear you've received sub-par service from us. I can appreciate this is a very stressful time and the service received is disappointing.

We ask that payments continue to be made to the account to prevent unnecessary interest/fees being charged. As mentioned above, any interest charged due to the fraudulent charges will be reimbursed to the account once the investigation has been completed.

If you'd like to discuss this further, please flick me an email to forum@bankwest.com.au with your full name, Forum username and best contact number, and I'll arrange for a specialist to get in touch.