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Complaint - Call Centre

Posted by JoeyChu JoeyChu
Message 1 of 2 245 Views

Hi Bankwest,

 

I would like to complaint about your Call Centre for not giving out correct information and how unhelpful they are.

 

2 months ago my payment for my credit card payment was bounced back due to insufficient funds in my other account (which has enough amount of money at the time the direct debit went through and appeard on my online banking account, but it took 2 days to take the money out. This is another story...). So I called up and asked if I will be charged any dishonest fees 4 days later and was told "No". I decided to close the account because I didn't find that credit card suit my purpose.

 

Anyway, two months later, I found a dishonest fee transaction from your bank on my statement. So I called up the call centre again and asked what was going on? Why did I get charged when I was told I was not going to???

 

And the lady I spoke to (Susan) was not helpful at all. First of all, she asked me the same question about the account I was enquiring about (which I told her from the beginning was my credit card account and the dishonest fee). Then she went onto "Do you remember who you speak to?" and I said "no, it was 2 months ago" (as I considered the matter closed when someone answered my question). She then said "that's nothing I could do because you have closed your account".

 

So my questions are:

1) Your Customer Service people do not know what the normal procedure/ charges are when people have payment bounced back from their direct debit?

2) Your Customer Service people can not help me because I am no longer a customer?

 

I hope I will get a response even I am no longer a customer.

 

Thanks,

Joey Chu

 

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Re: Complaint - Call Centre

Posted by LyndsC LyndsC
Message 2 of 2 242 Views

Hi @JoeyChu, I'm sorry to hear of your experience and I'd really like to look into this further for you. For security reasons we can't access or discuss any personal account information via the forum, however if you could send me an email to forum@bankwest.com.au with your full name, forum username and contact number, I'll arrange for a specialist to call you and look into this. Thanks

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