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Complaint to Management - Extremely mishandly

Posted by Naureen Naureen
Message 1 of 8 2,483 Views

I have been a customer of Bankwest for a very long time. I have serious concerns over the level of service being provided by the bank (multiple customer services officers) and how ill I have been treated over the course of last few weeks trying to resolve a matter. I would like the contact for the management please as I have tried all tiers to escalate my issue with, but no sensible decision whatsoever comes out on any level. I just think that they are not interested in retaining the customer. Please let me know at the earliest as I don't want a minute wasted and will transfer my portfolio to another bank perhaps someone who give me due respect as a customer, listens to me and go above & beyond to get satisfactory outcomes for the customer. I'm very upset about how I'm ridiculed by your staff.

 

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Re: Complaint to Management - Extremely mishandly

Posted by AlexM AlexM
Message 2 of 8 2,472 Views

Hi Naureen, very sorry to hear of the experience. If you'd like to escalate your concern please pop me an email to forum@bankwest.com.au with your best contact details. I'll escalate your concern to the management team and we'll contact you back (please include your email address, if you'd prefer contact in writing).

I hope that we can get this matter resolved for you in a prompt and satisfactory manner.

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Re: Complaint to Management - Extremely mishandly

Posted by Naureen Naureen
Message 3 of 8 2,470 Views

Hi Alex

 

Thank you. I will send an email to your email address. Please don't forward me to the customer relations department. I haven't experienced such a terrible service with any financial institution in my life ever before. I had no luck getting any help from this team and the person handling this matter for me was absolutely unreasonable, arrogantly adamant, unwilling to help & offer any courtesy/goodwill. I would like to speak with your management and someone who at least shows respect towards customers. So far I have been let down by the customer relation's staff. My query has been redirected from the one person to another until finally, the 5th person decided to give me no outcomes and the worst service. I don't understand whether there is no desire to help the customers whatsoever or the bank is rigid enough to let their customers go over a few hundred dollars. Surely, no financial institution has a desire to lose its loyal customers. I'm no expert in finance and economics but it's just common sense of any business which I couldn't find in my interaction with the Bankwest rep. Let's see if you are able to understand the matter, and help me through this.

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Re: Complaint to Management - Extremely mishandling

Posted by Naureen Naureen
Message 4 of 8 2,469 Views

Hi Alex

 

Thank you. I will send an email to your email address. Please don't forward me to the customer relations department. I haven't experienced such a terrible service with any financial institution in my life ever before. I had no luck getting any help from this team and the person handling this matter for me was absolutely unreasonable, arrogantly adamant, unwilling to help & offer any courtesy/goodwill. I would like to speak with your management and someone who at least shows respect towards customers. So far I have been let down by the customer relation's staff. My query has been redirected from the one person to another until finally, the 5th person decided to give me no outcomes and the worst service. I don't understand whether there is no desire to help the customers whatsoever or the bank is rigid enough to let their customers go over a few hundred dollars. Surely, no financial institution has a desire to lose its loyal customers. I'm no expert in finance and economics but it's just common sense of any business which I couldn't find in my interaction with the Bankwest rep. Let's see if you are able to understand the matter, and help me through this.

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Re: Complaint to Management - Extremely mishandling

Posted by AlexM AlexM
Message 5 of 8 2,434 Views

Hi Naureen,

 

Thank you for that - I've responded to your email and you'll hear from us soon.

 

Have a great day.

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Re: Complaint to Management - Extremely mishandly

Posted by rimanser rimanser
Message 6 of 8 1,137 Views

I made an international transfer recently where the questions being asked about the transfer were extremely personally invasive. I sent several emails to the Bank (I can send if required) complaining about this and found the answers quite patronising and not satisfactory for someone who has been a customer for over 30years.

I have always thought the money in the bank was mine to do with as I liked and to transfer to whom ever I wanted  provided the transaction was not fraudulent or illegal in any way. The Bank's view expressed by customer support was that they quote "are responisble for the financial well being of their customers" I refute that statement, Bankwest  is a bank holding my money, they are  not my financial or personal adviser.

Can you please advise what it policy on requesting personal information to verify a money transfer and if the Bank sees its role as being responsible for my financial well being.

many thanks

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Re: Complaint to Management - Extremely mishandly

Posted by DanaeC DanaeC
Message 7 of 8 1,134 Views

Hi there @rimanser, I'm very sorry to hear you feel this way.

I can certainly appreciate where you are coming from, though we have a duty of care to protect not only your funds, but also your personal information. These processes are in place to ensure the utmost security when processing a transfer - particularly on an International Transfer.

If you would like to discuss your concerns further, please send your full name, Forum username and best contact number to Forum@Bankwest.com.au.

 

 

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Re: Complaint to Management - Extremely mishandly

Posted by David2019 David2019
Message 8 of 8 1,099 Views

Hello How were things progressed for you?

 

I have the same, if not larger issue with these kind of management as well. They treat customers with 0 respect.

 

 

 

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