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Two PANS - one on hold versus current one

Posted by Dazza Dazza
Message 1 of 2 694 Views

I am getting very frustrated here. I have two PAN's. An old one and a new one. The new one was created by one of the branches back in December. 

 

With the old PAN a STOP has been placed on it and it has been archived or something. I only ever use the new PAN to log in, do my daily banking, open new accounts etc. Yet when I do open a new account that account always goes to the OLD PAN and not the new one. It states this on the print out generated by the system. 

 

Twice now people have stated that the problem has been fixed. Someone a few weeks ago said a STOP has been placed on the OLD one and no more accounts will be attached to it. Then this morning I spoke to someone else who said that the OLD PAN has now been archived and it would never  happen again. Guess what? I opened a new account online 30 mins ago and the new Hero Transaction account was attached to the so called OLD PAN which has been stopped and archived! 

 

Also, all my bank statements have the OLD PAN and not the new one. I am unsure why the branch in the first place created a new PAN but I do have two now. 

 

The call centre staff members keep claiming it has been fixed and yet it has not. This needs to be escalated to someone further. Would be appreciated if this could be look into further? 

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Re: Two PANS - one on hold versus current one

Posted by LyndsC LyndsC
Message 2 of 2 683 Views

Hi @Dazza for security reasons we can't access or discuss any personal account information over the forum, so we're unable to look into this for you. Can you please send me an email to forum@bankwest.com.au, with your full name and contact number in the email and your username and the title of your post in the subject line, and I'll escalate this for you. Thanks ^Lynds

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