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a1
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poor customer service

Posted by a1 a1
Message 1 of 6 103 Views

I'm very annoyed at how an issue was handled just now. I've been locked out  of my account twice in the last 2 weeks and they are telling me they can't unlock my account over the phone. That I have to go into a branch. It's a huge inconvienence and I've given them my passwords my full name etc. This is Bankwests fault and now they are inconviencing their customer because of their error. It's my account. I pay them and they are now asking me to venture out in my free time and my own expense to retify an issue they caused. Then on the phone they say they are too busy to retiify the issue and they will call back. Yeah. I won't hold my breath. Can I get someone to actually help me or are we expected to tollerate these bad experiences?

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Re: poor customer service

Posted by DanaeC DanaeC
Message 2 of 6 99 Views

Hi @a1, I'm sorry to hear of the experience you've had here.

 

It sounds as though the details you provided over the phone didn't match with what we hold on file for you. I can understand why you would be frustrated with this situation, though our ID procedures are in place to protect the security of your accounts and to prevent them from being accessed by anyone other than yourself or authorised account holders.

 

We have a duty of care to protect not only your funds, but also your personal information. If we can't verify your identity, then a hold is placed on any access to your accounts until we are able to do so. Whilst I do understand that being asked to visit a store is not ideal, this is required so that ID can be sighted and any necessary information updated.

For security reasons via the Forum I am unable to view your details, so if you would like to send me an email with your best contact number to Forum@Bankwest.com.au I'll ensure you're contacted to discuss this further.

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a1
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Re: poor customer service

Posted by a1 a1
Message 3 of 6 98 Views

' It sounds as though the details you provided over the phone didn't match with what we hold on file for you'

This is the first I've heard that my identidy couldn't be verified. I'm not sure where you got that info but everything I provided was correct. The issue was that they said that I had been locked out twice in 2 weeks so they could do anything about it over the phone. 

 

The information i give a desk clerk is no different to what I give someone over the phone. Except they make to tell them over the counter in a public area so everyone can hear your credentials. 

 

Please find me a better solution.

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Re: poor customer service

Posted by DanaeC DanaeC
Message 4 of 6 94 Views

I've just replied to your email @a1, and we'll be in touch with you shortly.

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Re: poor customer service

Posted by Bundabah Bundabah
Message 5 of 6 45 Views

Just had the same.

Poor service - was not properly told there was an id check problem or any attemot to help correct it.

Black and white. You dead.

Have to now travell 30 kms to mu 'closest' branch and prove ID.

Over it.

When asked to escalate and talk to a manger was told - it'll take up to 48hrs.

 

Seriously over it.

They need improve their online serice quality and get more local branches.

Very annoyed.

 

 

 

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Re: poor customer service

Posted by LyndsC LyndsC
Message 6 of 6 43 Views

I'm really sorry to hear of your experience @Bundabah, I understand your frustration and I'd like to look into this further for you. Can you please send me an email to forum@bankwest.com.au with your full name, contact number and forum username so that I can arrange a call? Thanks.

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