Westpac Branch Nambour

Friendly service

Go to a bank that cares instead. Have been a nonprofit business customer for 2+yrs. Tried to open a foreign currency account online but the process errored. Called them, waited almost an hour to be told there was a system issue and to attend branch to complete application. Attended branch to be told can only do online. Explained history to date. Told no one would help us unless we first make an appointment, none that day. Booked an appointment later in week but when turned up they had forgotten our appointment and it was not in their calendar. We showed them the appointment card they’d given us and only then did we get an apology but were sent away as no one could help. Clearly they don’t want our business so it’s going elsewhere.

If I could give No Stars, I would. I would concur with another reviewer and I too, wonder why Westpac allows this branch to operate? My suggestion would be to transfer ALL the current staff out of there and re start with a fresh crew. I attended a meeting with Matt Wall - the Manager.
Prior to the meeting commencing we were asked, "Are you recording this meeting?" We answered, "No."
Libby was introduced as "another manager". The only thing Libby contributed to that meeting was crossed arms, crossed legs and giving me the Death Stare.
May I suggest as Customer Service 101: arrange your body in a positive non threatening manner and lose the Death Stare. Open your ears, listen and lose the judgemental attitude.
I would not recommend parking your hard earned cash here and certainly don't take out a loan. Find another lender that will treat you as a human and a valued customer.

Disappointing service that lacks a smile. Unhelpful and basically shunned me away with no help or offer to help in the situation I was having. To try to fix this issue I had to make a call to the appropriate people and as of walking outside to do so, I had the door shut and locked behind me. It was 5min to 4 and I understand it was close to closing time but it's no excuse to give poor service. I have had 3 issues in the past with the same branch and the service has been just as disappointing. I tried to give them the benefit of the doubt by returning but this won't be happening again. It's a wonder the branch is still in business. Needs a good facelift! Service person complaint relates to is Jo. On a good note the man behind the counter on a regular basis (David if I'm not mistaken) is a lovely genuine person and if you need to talk to anyone, he's your clerk.

The Royal Commission into Banking has been examining lending practices of the banks. Now the banks feel that they are no longer able to take advantage of mortgagees they have reverted to ripping off customers via their credit cards. This is my recent experience below. ASIC are also investigating the lenders for not being fair to customers.

$11,600 was paid onto my credit card on 17 April 2018 to cover a cash advance of $10,500 that was taken over the counter from two seperate branches.
$10,500 was applied to a balance transfer of 2.99 % instead of the cash advance at a rate of 19.9%. To make matters worse, the money was not applied to the 7.99 % balance transfer either.
Two months on with over $500 worth of interest accrued I realised the mistake had been made and came into the branch in Nambour in person on 9 July 2018 to see you.
After over an hour of being on the phone with card services and yourself. Neither card services nor yourself could adequately explain why this has occurred.
Finally, without a resolution you emailed card services indicating could they look into the card, the terms and conditions of that card and to organise a resolution to fix the problem.
Even though you indicated that you would be in touch with me within a few days, when I came into the bank again a week later, you didn’t recognise me and you informed me that you hadn’t read my email.
After waiting 10 minutes, you indicated that you had read my email briefly and spoken to card services and expected a conclusion in the next 48 hours.
In our telephone conversation, on 17 July 2018, it was indicated that it was my fault that the money had not been paid off the cash advance as my credit card didn’t allow for that. I should have done more research BEFORE asking for a cash advance. My argument at the time was that I was unaware and had received no documentation regarding these supposed changes.
At which point you advised me that you would make the concession to apply the money to the cash advance rate and refund interest and charges associated with the cash advance.
With this information I sent an email summary to you outlining the discussion and an outline of what I expected the resolution to be. This was replied to me with a confusing email from you outlining the refunds of interests and charges and advising a balance transfer of 2.99 % had been arranged and not applied to the higher cash advance rate of 19.9%.
The email also implied that I should be grateful for what you had done.
Not being happy from all the efforts that I had made; coming in person to the bank branch, and emailing the bank branch manager. I spent another hour speaking to card services on 18 July 2018. They indicated that my card was structured to pay cash advances first and then the higher interest rates next down to the lowest as per PDS “Combined Conditions of use and credit guide” Effective 26 May 2018. Page 34 and 35 “How we apply your payments”
As there seems to be a culture of lying, deceiving customers and what amounts to behaviour to defraud your customers with first making serious mistakes on applying payments to the card incorrectly, then claiming ignorance followed by ignoring your own terms and conditions in the PDS.
This is forcing customers to pay exorbitant interest and taking balance transfers that are not applicable to them. As you seem to be able to make your own rules at will with complete disregard for the customer and for having no respect for how hard it is to pay off these cards without the unnecessary hindrances I would like the transaction deleted and for the bank to cover this cost.
ASIC has put out a media release on Wednesday 4 July 2018 indicating that they will be pursuing “ a number of failures by lenders to act in the interests of consumers” and
as I now feel I have enough evidence between emails and credit card statements to show the incompetence of the bank and unwillingness to quickly resolve the situation. I will be forwarding these documents to Asic and to any media outlets interested in looking into these practices.

This ATM is regularly offline or out of service. Very inconvenient as St George Bank customers now affiliated with Westpac. Often have to use nearby ATM & pay $2.50 fee.

Dreadful customer service in store, go anywhere else but here if you need to bank