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Complaint - Call Centre

Posted by vind_20 vind_20
Message 1 of 2 69 Views

I called the call centre today 11/10/2017 @ 7.17 pm and was answered by a gentleman after holding for 6 mins. Had a query about my home loan and he said he was not trained to discuss home loans and put me back on hold. After 20 mins holding i had to hang up. The interesting bit is he said he was not sure if anyone can help and i have called pretty late. With Bankwest saying their services available 24/7 over the phone, it is rather misleading if no one is available to address customer's query. I honestly felt the guy who answered my call was not at all in the mood to help. Utterly disappointed and wonder why should i put up with such customer service. Senior leadership within the bank should be ashamed of the sort of customer services representative running the show after hours - i suggest the bosses do a undercover boss episode to understand what's going on. Absolutely ruined my evening. 

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Re: Complaint - Call Centre

Posted by LyndsC LyndsC
Message 2 of 2 56 Views

I'm sorry to hear of your experience @vind_20, and I'd like to look into it further for you. For security reasons we can't access or discuss any personal account information via the forum, so we'd need to speak with you over phone. Can you please send me through an email with your forum username, full name and contact number to forum@bankwest.com.au so that I can arrange for a specialist to call you? Thanks

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