Westpac

Rating: 0/5 Stars Westpac’s digital systems and services are completely backwards and archaic. It is, without exaggeration, the worst banking experience I could imagine. The customer support loop is an exercise in futility. Their chatbots are woefully useless, yet when you attempt to bypass them by calling the help line, you are simply directed… Read more

back to the same bots before the line goes dead. It is a circular system designed to prevent you from actually speaking to a human being.

Most absurdly, their processes seem trapped in a bygone era. To set up simple auto-repayments for a credit card, I was informed I had to print and sign a PDF, then physically take it into a branch. We are well into the 21st century; requiring physical paperwork and an in-person visit for a basic digital function is pathetic. This isn't the 90s, but Westpac hasn't seemed to notice.

Avoid this bank if you value your time or expect modern service.

Frustrating experience, zero ownership, and endless runaround I’ve spent the past month trying to organise business banking requests with Westpac and it has been a nightmare. The online systems haven’t worked, and I’ve repeatedly been told to do things the manual way. I’ve gone into the branch multiple times to update signatures and chase forms,… Read more

only for everything to revert back to where I started.

My relationship manager, Era Dhiri, has not helped resolve anything instead she keeps directing me to other bankers. Relationship managers are meant to help clients, not act as a roadblock. I’ve also been passed around to her assistant Anthony (who I rarely hear from) and then to someone named Nichole Taleski, whom I’ve never dealt with before. It feels like there are too many staff on top of each other, with no one taking real ownership. As a client, it’s impossible to follow what’s going on, and my personal admin has blown out significantly just to get simple tasks done.

I run a business with two directors, and I’m being told our structure is “complex.” If you run a business, I would not recommend banking with Westpac based on this experience.

On the positive side, Jessica Wang was initially helpful and candidly acknowledged Westpac’s system issues and that upper management is trying to resolve them. Rachael Squires was the most helpful person I dealt with she opened a joint account and actually tried to get things moving. Unfortunately, I was told I must deal directly with Era, and the runaround continued. I’ve now been to the branch for the 3rd or 4th time with still no result on something as simple as reissuing a staff debit card.

Overall, this branch gets 1 star from me. Too much handballing, zero accountability, and no progress. I strongly recommend anyone doing business to steer away from this branch

Had to verify my details like many others even though you need your i.d to open an account, ridiculous questions, lucky I didn't have to go into the bank as it's an hour away, who are asking these questions the bank or our prying government.

I have been a customer of Westpac Bank for over 50 years and have been very happy with them until recently. I wanted to invest some money with them, but was totally unable to contact anyone from Westpac in two weeks. I finally gave up and am looking… Read more

for a bank that still gives service; any suggestions would be appreciated. The rot with Westpac started some time ago, when I wrote on this forum about an interesting initiative by the manager to supply rows of chairs for the customers while they wait! They are waiting for assistance, perhaps you should supply assistance. Once again I would love to hear from anyone in WA who actually still has a bank that gives a service.

Westpac Mareeba I do have to wonder after being in here a few times if the ladies have a problem with people with coloured skin and people from other countries. I’m Caucasian male and a few times I’ve been in here and watched pacific island, people… Read more

trying to get help only to get told go over there and work it out yourself. Then I watched a little old lady go to the counter and also ask for help. She was Caucasian female and the lady behind the counter said yes dear I can help you. Yet the gentleman before her, who only wanted help to set up his phone for banking, was told to go away. Was that because he was samoan or was it just simply because of the colour of his skin? He was certainly treated much different. Shame on you, Westpac Mareeba. There is absolutely no place in our community for discrimination

Would actually give a zero rating but not provided. If you are a customer took for a new bank. They are closing accounts without explanation. If it isn't bad enough that they were taking dead people's money for 7 years before being finally… Read more

legally charged. As a customer of Westpac and St George for 30 years I was given 30 days' notice of closure of accounts. I was told that they are closing all of my 11 accounts. They have told me that they don't have to give a reason. These accounts included visa, children's accounts, savings accounts, business accounts etc. Banks should be made give reasons - but under Government Legislation to do even have to answer to the Banking Commission. Good luck to anyone who has a home loan or business loan and has to refinance in 30 days. Absolutely disgusting. I want to know if anyone else has had the same experience.

I don't know why people gave 1 star. I attended the Booragoon branch (WA) 15 mins earlier than the appointment time. Met with Alisha and she sat down with me straight away. She explained there was a block on my ID that's why I could not sign up online and needed to attend in person to complete the sign up. She got everything up and going and it… Read more

was a customer service experience. I admitted I left Westpac years ago because of the bad customer service. The app certainly has improved and more easier to use. For this review I give 5 star

After the Westpac online service failed to process my ID when attempting to open an account, I visited the Maroochydore branch for assistance. Stacey was very polite, helpful, and professional. Show details

Tanya Tang at the Westpac Chatswood branch provided outstanding service when helping us open our company accounts. She was extremely patient and took the time to explain every step clearly, even when we asked many questions. Tanya also followed up by email and responded promptly each time. Her professionalism and dedication really stood out, and I’m very happy to give her a big thumbs up.

#Westpac Dreadful non-service!!! .. Decline transactions without any fore notice or explanation! (I had enough balance to cover groceries on the weekend but due to transaction decline I could not purchase as I had no cash on hand at all & also my atm withdrawal was declined!)) ..Then westpac don't answer 'chat' on the weekend (or ever?) don't… Read more

answer phone calls on the weekend either! How the hell a vital service as a bank can get away with such utterly deplorable substandard service - especially in this day & age, completely defies COMPREHENSION!!!!!!!

waiting for half an hr NO customer service officer picked up my call at 132032 “you won’t wait for more than 15mins to get your call answered!!!” !!!! I have make a fund transferred payment through westpac to ebay, upon my transfer and i have make sure i have enough balance in my check account to make payment! anyway I have never signed up any… Read more

overdraft facility with them.

The payment was made successfully on 25/3 n due to westpac own system fraud, incompetence, ebay later refunded my money then westpac accused me n claimed tt i have a dishonoured payment short by -$0.04 bal for my $xxxx payment!!!!

Westpac obviously has clearing issues !!!!! which means the bank itself is incompetent to handle settlements n mismanagement of timing of authorise payment !

Your “credibility” will be jeopardised by their incompetence in running banking functions!!!

If you have a choice, DO NOT use Westpac, service is bad, interest rates n charges are higher than any other big4 bank n they NO Longer good!!!

Extremely disappointed with Westpac’s customer service. I’m currently unable to use my banking app because they require me to verify my details — which I’ve already attempted to do online — but now they’re insisting I come into a branch. The problem is their hours are 9:30am–4:00pm, and I work 8:30am–5:00pm, so it’s practically impossible for me… Read more

to get there. They’re also closed on Saturdays, leaving me with no option at all.

Because of this, my account remains restricted and I’m unable to access MY OWN Money or pay my BILLS. There seems to be no flexibility or alternative solution offered, which is incredibly frustrating. Poor customer service and very inconvenient for anyone who works standard hours.

So off I go to the Ombudsman !

A zero rating if I could. Woke branches with staff standing around whilst customers queue out the door!!! One person on a counter whilst the rest tell you to stand in a line. What a disgrace. These branches need to be set up as they were years ago - one big line of tellers where people are served quickly and efficiently… not 2 tellers with one staff member whilst the other 6 stand around. Disgraceful.

If considering a Mortgage through Westpac, think again and run a mile away from them. Had 3 emails yesterday that looked like were from scammers but actually them that only addressed to me by first name and a link in it and nonsense about how they had detected they overcharged interest on all 3 loans for almost 3 years. (we were only with them for… Read more

that period). Took them almost 10 months after we had left them and refinanced to discover this after they claimed when questioned last year that we were charged the right interest and refused requests of all interest transaction history last year. Fast forward to yesterday after working out the emails were legit and calling spoke to [Name Removed] who was coming across as a work experience adult, starting with could not complete authentication procedure correctly with me telling him basically how he was meant to be doing it. Then asking to speak to his manager before taking several minutes to come back to me with his manager is away on holidays. [Name Removed] do you pay attention at all? Then yesterday afternoon have a call from his Team Leader [Name Removed]. who said she had listed to the call and agreed that [Name Removed] needed serious training with authenticating a customer and general call handling and even she could not properly authenticate me basically saying part of the answer to questions like the suburb I live in and ask for the rest of the address, but proceeded with the call and wasn’t very helpful and did not really care. Then today have a call from [Name Removed], [Name Removed]s Manager and even after knowing I called for him to review both [Name Removed] & [Name Removed]. call recording decided to ring off his mobile phone and not record the call. After almost 15 minutes of asking him to record he finally hang up so he could record which took 5 minutes to call back. It was evident of why he did not record from the start as he had no idea to answer questions, funniest one when he thought he would have me was the authentication with someone that was not me when I said I could drop my phone and someone pinch it and ring up as me and the number matched mine on file he said they would not know the details on my file, then I got him and said they could if I dropped it out the front of my house and they went through the letter box and pinched the mail including documents from the bank out of there. This completely stumped him and forced him to start recording the call. When I asked to speak with a higher up manager to him to complain about his unprofessional conduct and his inability to answer simple questions he replied to my request for a call by 2.00 pm today from a higher manager she is in a meeting and it might be Monday to which I replied back if you do not want this review going up online today after 2 pm find another Manager or are you happy for this review to go up with his name up and he said he would end the call now, to which I assume he was happy for it to go online and tht was confirmed when I received a email from [Name Removed] Director Service & Operations Customer Remediation today at 3.05 pm, (over a hour after the deadline) and her only thing she could say was quote “I apoligise that the interactions with my team have not met your expectations.” Well [Name Removed] the interactions by your staff were totally unprofessional and not one of the 3 of [Name Removed], [Name Removed] or [Name Removed] could correctly perform authentication correctly for proof of record, so if you do not think the simple requirement for proof of record ownership is enough of a issue and you refer to my expectations you have serious issues [Name Removed] so not sure how you got your position. I am assuming you also do not know how to correctly authenticate a customer seen you are to lazy to call me. It looks like it is the blind leading the blind from top down at Westpac. Close of business and in almost 30 hours can not generate simple documents for monthly interest charged. Do yourself a favour and if a current customer of Westpac refinance to another provider who actually has a person that is not a [Name Removed], [Name Removed], [Name Removed] or [Name Removed] and actually know how to do their jobs and if looking for a finance provider run before they trap you in and over charge you. Education lesson for [Name Removed] in particular search AI you id*ot it even knows that Westpac can generate the daily report easy and supply it generally in 3 to 5 days not weeks like you said all it takes is a few clicks of the mouse. As a great person would say FTB Westpac (which is F*** the Bank, for those that do not know

WORST CUSTOMER SERVICE. Considering how many customers you have. My partner and I both have our home loans with Westpac and we both experienced the worst customer service. It takes so long before you could speak to someone, some representatives are disrespectful and can't address the issue. Each representative says something different from each other. Just waiting until we can both refinance and will transfer to another bank.

Daughter was scammed and Westpac held her own money that had nothing to do with it for a number of weeks with knowing she had children that needed necessities (but they didn't care with her going in numerous times to have her money put off hold!) She had to end up calling a complaints hotline. Do not recommend banking with them. Poor customer service and lack of empathy. Show details

The worst Bank you will ever find I am a Westpac shareholder ( significant shares) I have 2.1 Million dollars in superannuation ,a monthly pension of 7000 clear per month. I am full time employed at 74 K per year, own my own home worth 2 Million , I have over 200 K in the bank and shares to the value of 50 K. I apply for a credit card with Westpac… Read more

, firstly because I am paid quarterly they say they can’t use my income for the assessment, then they say my superannuation statement not enough , over 3 hours spent on the phone trying to explain to someone this is crazy , I cancelled my 20 K AMEX card to move to Westpac but what a mistake . Even when they said they won’t accept my pay slips ( quarterly) for last 12 months I sent them my ATO assessment and still not enough. Never experienced such unprofessional procedure in an organisation. Take my advise go to NAB , ANZ , American Express anyone except Westpac Christopher Stewart

I am sick and tired of ringing Westpac and talking to someone who hardly speaks English. Shame on you Westpac your level of customer service has gone through the floor. Maybe time to change banks and get someone when you ring up you can understand. Show details

Worst experience ever. Many new online banks provide 100x better service then westpac. I applied for a credit card which is a paid product. They sent me an email that I am approved, verified my ID and sent me the card. Once I received the card, it doesn't work. Then i tried to call them to fix it, after 8 calls and being transferred to one place… Read more

and another. They eventually told me I had to go to a branch to get my ID verified again. I told them that i work 9-5, full time and they replied I have no other option. So i just cancelled the card. This whole process was over a month, and no pro-active resolution on their part. I had to do all the reaching out.

I implore all Australians to avoid Westpac like the plague, keep your money elsewhere. Someone who actually cares to resolve issues and will take their own steps to resolve issues. Will never ever keep my money here, especially after hearing what the group has done to a poor woman over $44.11 on her mortgage.

After numerous and frustrating emails to Westpac's Card Dispute dept and getting no where with their 1300 number for card disputes, I called into our local branch at Warwick (in WA). After a short wait, the manager, Milli, came out to see me. I can not praise her service enough. Milli listened to my issue and read through all my printed copies of… Read more

the email trail between myself and Card Dispute dept and then contacted them herself to have my dispute properly handled. She spent well over 1.5hours of her time and efforts to get the problem looked at by Westpac. It was a breath of fresh air to have some quality service, something that was lacking with my previous bank. Thank you Milli for your generous time today. Hopefully someone in Card Dispute will now do their job!

I just asked their help to unlock my [Content Removed] card and pass me to one staff to another and after almost two hours waiting for the right person to handle my queries a lady just spoke to me and says i will pass your concern to the management and so rude and disrespectful and i’m thinkin ot’s time to move to another bank as this is the worst… Read more

customer service i’ve ever encountered!! Simple task just to lock off my card and they full of [Content Removed]!

Poor Credit Card Application Process Credit card application process is a nightmare - 1 hour wait times ar normal - was auto-declined for credit card and took 1.5hours on the phone and they couldn't manually check the information or advise why it was declined - Can't advise as its all automated now and couldnt pass me onto a team that could… Read more

manually check - 1.5 hours on the phone just to be told this - This was only for a 6k limit and ive churned many credit cards with 3-5x the amount so I know its an issue on their end + read the other reviews its all the same - its a real shame as its really not that difficult

If I specifically designed a credit card application process to be as difficult and confusing as possible, it would look a lot like the application for a Westpac credit card. Applied online, uploaded my documents, Westpac helpfully confirmed my ID was verified… and then few days later they texted and asked me to verify it again online. Dutifully… Read more

did so. Then Westpac asked me to go to a branch and get the branch to verify my ID in person and for me ask them to call someone else at Westpac to confirm that Westpac had, in fact, verified my ID. Again I complied. At the branch, the busy Westpac staff called one call center team at Westpac, got redirected to another, and a 30 minute wait. Told someone would call me back instead. Two hours later, I got that call… from a team who said they couldn’t actually help and that all looked ok on their end and to speak with another team at Westpac. Cue another hour on hold, and a very confused conversation with an offshore call center about verifying my ID and me asking them to note I’d already been into a branch in person. By this point, it felt like Westpac was deliberately trolling me. They still keep sending emails saying “Your application requires action” and to attend a branch to verify ID and for me to ask Westpac to speak to Westpac. I’m not concerned about the outcome, I’m just trying to follow the steps I’m being asked to take and getting given the total runaround.

My mortgage broker recommended Westpac because my home loan was cross‑collateralized, so I followed their advice even though the $395 annual fee already felt steep. Unfortunately, everything that followed has been nothing but frustration. Direct debit setup is outdated and inconvenient, it can only be done with a signed form, which is surprising… Read more

for a major bank in 2026. My Westpac card doesn’t allow cash out, and when I contacted support to find out why, I was told there were “no transactions” and nothing visible on their end. No explanation, no help, just confusion. I made a complaint to which they provide zero resolution and opted to close it themselves. Payments are also a problem: OSKO transfers take days, which defeats the purpose of instant payments. The Westpac app doesn’t show funds in real time, making it hard to track your balance. Pending transactions disappear, which creates even more uncertainty. Transfers from other banks take up to 24 hours, far slower than most other major banks. And finally, the customer service wait times are terrible. Long holds, slow responses, and no real solutions to any of these issues. Overall, Westpac has been a huge disappointment. For the fees they charge, the technology, payment systems, and customer service should be far better. If you’re looking for headache and a vivid frustration experience, Westpac Bank is the One!!