on 20-11-2017 03:04 PM
Hi @dilmah20, I'm sorry to hear this.
The only way for us to block future transactions is to cancel the card, and issue you with a new card number. This means if you have any Direct Debits set up from this card, you will need to advise the merchants of the new details once they are received.
Via the Forum we are unable to view your details or process the required ID checks to see what is happening I'm sorry, however if you are able to access a PC, you can login to your Online Banking and select the "Message us Now" button on screen between 7am - 6pm AWST Monday - Friday for assistance. Alternatively, you can call our Contact Centre on 13 17 19 between 8am - 8pm your local time. A consultant will then be able to view your account and look further into what has happened, and discuss the dispute process with you if required.
I'm not sure if you are aware, but if you have the most updated version of the Bankwest Mobile App, you can now place a temporary hold on your card via the "Manage" tab of the account once you have selected it from the list. This is a new feature, so it is only available on the most recent version of the app. If funds are being debited without your knowledge or consent, it would be safest to place a temporary hold to ensure nothing further can be debited.
Let me know how you go.
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