on 10-03-2018 03:40 AM
I am currently on a year exchange over in the Czech Republic and I am experiencing difficulty with my online banking. Recently my Australian phone broke- the mobile which was connected to my online banking app. As this was an apple phone I was able to have the app saved in my phone through the app store and preorganised before I left Australia. However, this phone was broken recently and I had to acquire a new and cheap phone quickly before going on a ski trip. Now I have a new android cheaper version phone that does not let me download the Bankwest online banking app due to my location not being in Australia. Anyway, I tried working online as I wanted to transfer money from my savings account to my travel and go card from Australian post but I entered the password wrong once and now I am locked out of my online banking account- however luckily I still have access to the card. However, I need to monitor my funds and I still get charged when going to an atm.
Being international I also had to acquire a new SIM for Czech as obviously, my old Australian telephone company does not work over here. But now when I go to reset my security code my old sim when put in my new phone does not let me turn on data roaming to receive this SMS. I am not sure what to do nor who to contact, as I cannot exactly call Bankwest from the other side of the world without enormous expenses I thought I would ask your team first if there is someway I can prove my identity and be able to regain my banking PIN.
Thanks and I look forward to hearing from you
on 12-03-2018 03:22 PM
Hi @kitkat6450, thanks for getting in touch.
Whilst we're certainly able to look into this further, we do need to verbally identify you first. If possible, you can call our Contact Centre from a landline overseas on +61 8 9486 4130, which is a reverse charges number*. Alternatively, pop me through an email to Forum@bankwest.com.au with your best contact number (including any area and country codes), your full name and Forum username, and I'll set up a call for you within 1 business day.
*As you would need to contact the International Operator in the country you are in, I am unable to advise if there would be any charges applied by the telephone company for contacting the operator.
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