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Identification required to reset online banking

Posted by AnnNav AnnNav
Message 1 of 2 2,443 Views



I'm currently overseas and I've forgotten my online banking password.


I was advised by your customer support team to provide the following of which I provided:


Full name, address, contact number, accounts I have with Bankwest, email address and a copy of my passport and drivers licence. 


Though apparently that's not sufficient to confirm my identity and that I have to provide a hand written note to truely confirm my identity. A hand written note, literally? This is the banks process to identify me, an additional hand written note? Please educate me if this is not a ridiculous requirement. 


Many thanks


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Re: Identification required to reset online banking

Posted by DanaeC DanaeC
Message 2 of 2 2,437 Views

Hi @AnnNav, thanks for your enquiry. It sounds like some of the answers you have provided when you originally contacted us may not match the details we have on file for you. Via the Forum I am unable to view your customer profile to confirm exactly what has happened, however I can advise that the letter you were asked to provide is indeed part of the requirement to have this resolved. I can also confirm that the letter itself does not need to be handwritten, as long as your signature is. I can understand the inconvenience and I do apologise for this, however we do have these ID procedures in place to ensure the security of your funds. Thank you.

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