on 27-08-2018 06:40 PM
I set up a scheduled payments every Thursday fortnightly since last year. It never has problem until last week on 23 of August 2018. It came up two times on my statement. I double checked with the person who received the money (my partner), she only received once on that day. However, my balance on my account has been cut two times. I checked the payment history, it only show one payment. I wasted no time that day and start calling the bank west help center, they asked me to wait 1-2 business days. On the next day, Friday 24 of August 2018, i went to the Bank West branch and try to explained my situation, they gave me the transaction dispute form to be filled up. As of today, Monday 27 of August 2018, i missed the call from Bank West around 11am, which is i am sure it is about my account. I called back in the afternoon, explained again everything from beginning, they still blamed me that i setup the scheduled payment twice. I tried to explain that i never did that extra payment, they keep insisting that i made that extra payment. Ok, if i made that extra payment, where the money goes?? It surely not to my partner account, even it shows that the transfer was to my partner's account. Then i said i filled up the transaction dispute form from last Friday 24 of August 2018 in Bank West branch, they said they have not received anything, as it doesnt show up in the note. They asked me to go back to the branch, which i did even its wasting my time to go there and do the same thing again, explain everything from beginning and fill up the transaction dispute form. Any suggestion?
on 28-08-2018 09:12 AM
on 01-09-2018 11:55 AM
I have been contacted by Bank West. They are still investigating where the money goes..
They have no idea what happened, its already been more than a week.
on 03-09-2018 10:02 AM
Hey @Willy14, I understand this is a frustrating situation. Generally, these investigations can take up to 8 weeks to be completed as we do require information to be provided by third parties.
As soon as we have an update for you, we'll be in touch. I hope we can have this resolved for you ASAP.