on 07-08-2017 08:53 AM
I contacted your service centre this morning, having been unable to access money over the weekend via CBA ATMs - it would appear that since they have completed a software upgrade to their ATM Operating System, Bankwest Customers get a "Restricted Access" error. I've been into 2 branches in the last week to check my Debit Mastercard and have been told there are no issues with it.
I was advised this morning, that it is a "known" issue and that CBA will need to rectify it. Whilst this is all well and good, it means that all of your customers are now either going to have to hunt for Bankwest ATMs, which are few and far between, or start paying for ATM withdrawals when using NAB, ANZ, Redi or St. George ATMs - which are all readily available in most shopping centres. Whilst I am aware (and have already used) the "Withdraw Cash" feature in a Woolworths store to avoid fees - this is not always convenient either. It is not that I can't afford the transaction fee, but it's the principle for having to pay it - we all try and use our banks or affiliated banks ATMs to avoid fees.
Does Bankwest have an ETA from CBA for a fix for the issue? Is Bankwest looking to reimburse their customers for having to now incur charges when withdrawing money? And is Bankwest seeking any reimbursement from CBA for the inconvenience and for potentially having to reimburse their customers?
Whilst I appreciate it isn't a Bankwest issue, it does impact your customers, who should be a priority for you. Bankwest has an alliance with CBA (who own Bankwest) and therefore there should be some kind of reciprocal arrangement, until the issue is fixed.
Please provide the forum with an update...and give your Contact Centre staff a way of dealing / responding to a query such as this, that is more useful than "nothing can be done madam - it's not my problem, no - there isn't a formal complaint area, you'll just have to pay the other bank's ATM fees, etc..." This only frustrated me more...
on 11-08-2017 04:31 PM
Hi @KS_Sydney, thanks for contacting us in regards to this. I have been discussing this with our ATM & Cards Teams and I'd like to look into this further.
There was a separate issue we were advised of, however, this was not affecting Bankwest cards and has since been rectified. Can I ask who you spoke with and confirmed the issue was known to Bankwest, as the issue you described is not something we were aware of?
In order to arrange a specialist to call you and look into why this has happened with your card, please send me an email to email@example.com with your full name and contact number and I will arrange a call. Thanks