I just wanted to provide feedback on a recent experience. After being a Bankwest customer (and former staff member) for 10 years, my recent refinance of a mortgage took 6 weeks, 3 lots of paperwork to get it right (which involved sending 2 copies each time of the PDS and other booklets - so 6 sets in total delivered to my home). It was not a good experience at all.
The day after that I received notification of my personal loan interest rate increasing. After phoning the bank I was advised that there wasn't anything they could offer me in terms of being competitive (fee free, no application fees, reasonable interest rate, etc).
Subsequently, I have just had the most amazing banking experience with ING ... seriously amazing! I applied for a personal loan the other day (my loan with BW was going from 5% (ex-staff) up to 14% , I called the COTS team and they had nothing to offer me other than a product with a high rate and monthly fees as well as an establishment fee). I filled out a form online a week ago with ING (9% rate), uploaded 2 payslips, and the offer appeared in my email this morning, I clicked Accept online and then the money was instantly in my account! There was no paperwork, I didn't have to make phone calls, wait for things to arrive in the post. It was definitely a truly awesome digital experience.
I'm really sorry to hear this @Broadster - it's certainly not the experience we want anyone to have and not at all the way we want anyone to be feeling.
I understand you've already been approved elsewhere, though if you would like to discuss your concerns further please send your full name and best contact number to Forum@Bankwest.com.au, and we'll get in touch.
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