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Can I get help please???

Posted by glenn86 glenn86
Message 1 of 3 606 Views
Hello,
 
I am emailing about my treatment and handling by Bankwest upon multiple occasions.
I received a letter informing me that a Complete Home Loan Package fee of $395 was to be paid upon the 27/11/15. Previous to this I had closed the Home Loan that I had taken the package out upon. On the 2nd and 6th of July pending the discharge of this Mortgage I sought clarification and received assurance that upon discharge the package ended and I had paid for the year in advance. Different home loan consultants on different occasions, I believed I was being diligent.
On the 5th of August our offset account changed to an everyday account and we applied for a separate credit card. As these were package benefits and it had ended according to two Bankwest representatives.  
So upon receiving a letter telling me that a fee of $395 was due upon a product that I believed was ended in the discharge on the 5th of August I was shocked. Twice I had been informed this was the case. 
I proceeded to ring Bankwest on the 2nd of November at 16.17, I spoke two two different people who were not able to make any decisions or offer any advice. They seemed sympathetic however the problem remained. I spent 34 minutes minutes on the phone. It was escalated to Customer Relations who were to contact me within 48 hours. I received a call 45 hours later that Carol (ID 23733) had the file and was looking into it. No detail was asked for and it was quite brusque, I was informed.
I was then called at 12.14 6th of November and informed that I have been in a Complete Home Loan Package since the discharge on the 5th of August. Meaning I have had an offset account available since that time and that the interest on the existing loan could have been offset!!!! At no time until it was mentioned did Carol or anyone else acknowledge that on two occasions previously Bankwest representatives made false statements to me or apologise for the fact. I was told I could set up an offset account now and offset up to 40% of my fixed rate loan. If I had known that all along there would be no issue, as I have the funds to fully offset up to this amount and the fee would be reasonable. But I was told twice that the package would no longer exist and I couldn't find any help to rectify this. Carol informed me that I should ring 131719 to set up the offset and lodge a Interest Adjustment and that this could all be done over the phone by that specialist. I felt that as Customer Relations she may have guided me through this process within the organisation and made it easier for me somehow. But I was told I have to pay and that maybe I will get an Interest Adjustment for the months of offset I missed out on. Customer relations would asses it, I commented that she was Customer Relations and could she handle it I was scoffed at. So I had to begin again.
I then proceeded to call 131719 to set up an offset account and lodge the Interest Adjustment. I was transferred to a young man who knew nothing about Home Loans and emailed me a form. I still don't have an offset. He apoligised profusely for his lack of knowledge but I was still in the lurch and feeling lost within a Bank that didn't care at all. He said I could ring 131719 to talk to someone specialised but in my frustration I am writing this instead.
I have great doubts about the Interest Adjustment if Customer Relations are to make the decision or be involved. They seem so poor in dealing with people as people we are not faceless numbers!!! I was hoping Customer Relations would be the facilitator within the Bank as Customers are the focus of that team and every time I ring up its a different person. 
I feel let down by the process, help and advice that I have received on multiple occasions. I have been a very good customer and to be treated so impersonally hurts. To be shuffled form A to B and be made someone else's problem repeatedly is exhausting and not the service I was assured I would receive when I moved ALL MY ACCOUNTS to Bankwest. 
This all stems form the wrong advice being given twice. I was diligent, if I was told I still had the package fine I would have used it. However due to the wrong advice I structured my affairs differently. Still Bankwest has not acknowledged this error and no help has been given. 
I hope that to resolve this I can deal with one person from start to finish and that that person has some empathy and will listen. I am not understating this that I shall move ALL MY ACCOUNTS elsewhere to my own detriment to leave BankWest if it is not resolved satisfactorily.
 
Many thanks.
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Re: Can I get help please???

Posted by PeteW PeteW
Message 2 of 3 603 Views

Firstly, I'm sorry to hear of the experience you've had @glenn86 but thanks for bringing it to my attention.

 

I understand your frustration here so I've had a chat to one of my senior colleagues in Customer Relations and he's aware of your case. He's looked into the details and would like to call you to discuss it with you. Marcus is going to call you on your contact number we have on file in the next 15 minutes as he's just finishing something off.

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Re: Can I get help please???

Posted by PeteW PeteW
Message 3 of 3 598 Views

Hi @glenn86, Marcus let me know he spoke to you earlier and you're happy with the discussion/outcome. Thanks for the opportunity to get this sorted out for you and please reach out if you need help in future.

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