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complaint - am new customer and my first call is met with poor service

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Posted by frustratedNewCustomer frustratedNewCustomer
Message 1 of 2 312 Views

this is unbelieveable, where do i start with the stuff ups?

product: platinum zero mastercard

1) You got my name on the credit cards printed wrong  (strangely you printed the name on my other account holder's card correct )

 

2) Your application form ask for a mailing address, which I provided a PO Box for, but you sent the cards to the residential address. (If security is an issue, why is it not a registered/sign mail?)

 

3) When i called up, I have no idea of your terminlogy of PAN or secure code since I'm a new account holder (credit cards), but unbelievely,  I was not made aware that this secure code is actually sent to my mobile I was using to call your fantastic customer service line with.  Your first CS guy locked up my account, and forcing me to ID myself at a branch again, just because of your stuff ups? Is this your process of verifying one time and your CS just shuts down the conversation? Because I dread that if i'm overseas and I need support and I missed something because I forgot, I will be cut off.

 
For a first time customer, or any time customer, this is not good enough mate.

 

 

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Re: complaint - am new customer and my first call is met with poor service

Posted by MegB MegB
Message 2 of 2 302 Views

Hi @frustratedNewCustomer thanks for taking the time to let us know of your recent experience with our Contact Centre. I'm very sorry this has happened and can appreciate this is disheartening. This is definitely not how we want our customers to feel.

I'd like to have this looked into further. Could you please send me an email with your full name, best contact number and current location to forum@bankwest.com.au so I can arrange for a specialist to give you a call.

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