Insanity in Dealing with Westpac

LOzBurger on 18/09/2019 - 13:59

I signed up for a Westpac choice account, expecting to simply fulfil the requirements, collect the $50 bonus and then close the account.

Put in my drivers licence and medicare for online verification (which I did with St George only a fortnight before) and was told that I need to go into a branch to verify the details.

Well flip that! I work mon-fri and I'm not driving to a bank on my lunch break to do something that I should be able to do online.
How about on a Saturday? A big nope to that as well, I'm busy with sports with my kids and I'm not going to spend that valuable time queuing up in a bank to do something I should be able to do online.

Today I call up Westpac to explain the situation to a confused but polite lady in the O/S call centre.
As there is a hold on my account, I need to go into the branch to close it.

WTF? So, I've explained why I'm not going into the branch and to just close the account, now the only way to close it is to do exactly what I don't want to do?
Why not just leave it? Well there is the $5 a month account keeping fee, because I'm not depositing $2000 into an account I can't access. So I advised that this fee is going to be charged, interest accrued and charged again. Then eventually it will go to debt collectors and I'll take it to the newspapers.

Part of me is tempted to say flip this, ask to leave work early and go into the branch to just close the account. Part of me wants to watch the world burn.

OzBargain, what do?

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Comments

  • bossmode on 18/09/2019 - 14:04
    +36

    Westpac in my opinion are a bit slow on the times when it comes to their policies. They won’t even allow NFC-based technology as part of their card systems.

    You can vent with us here, and we’d all agree with you, but the quickest way to put it behind you is to just rock up to a branch and speak to someone about it.

    Been in your shoes, walked into a branch to put Westpac behind me.

    • sixteenweasels on 18/09/2019 - 14:24
      +7

      I have friends with Westpac/St George accounts and it blows my mind how far behind the times they are.

      • Nebargains on 19/09/2019 - 09:31
        +4

        I have a St George credit card and Google Pay happily works with it. Westpac website indicates they work with Google Pay too, so not sure what was meant by they don't allow NFC based technology in their systems.

      • kipps on 19/09/2019 - 21:08
        +4

        That’s nothing. I’m a westpac customer and their last statement had another customer’s transactions in it. When I complained about them breaching privacy they returned my call and made me sit through a 2 minute privacy announcement before they would speak to me to confirm they breached another customer’s privacy and were investigating. This bank is so far backward it isn’t funny.

    • OzBurger on 18/09/2019 - 14:33
      +3

      Considering that StGeorge COULD accept my ID online, yet Westpac couldn't? Absurd!

      • whooah1979 on 18/09/2019 - 15:04
        +2

        Perhaps St George is more relaxed when it comes to ID checks or just desperate to get more customers.

        • Yorkshire-Man on 18/09/2019 - 20:33

          They are the same company, just different brands.

          • whooah1979 on 18/09/2019 - 21:24
            +5

            @Yorkshire-Man: Subsidiaries sometimes operate differently their parent company.

          • pgcs on 19/09/2019 - 08:21
            +4

            @Yorkshire-Man: They use different platforms that don't 'talk' to each other. Apparently of all the banks Westpac bought out, STG is the only one on a different platform.

            ** Info from a related senior management person at WBC.

        • Bargainbeth on 19/09/2019 - 01:12

          St George phone customer service ID check actually takes forever compared to CBA's more streamlined version.

      • Whisper Quiet on 19/09/2019 - 16:41
        +11

        It's karma! you were trying to scam $50 from the bank by opening and closing an account for the deal. Now they're scamming you without you even realising it.

        • wozz on 19/09/2019 - 17:17

          Lol too right

    • Zedsdeadbabyzedsdead on 18/09/2019 - 16:31
      +64

      By the time OP had written the above and answered all the questions he could have gone in the branch and completed this.

      • smartazz104 on 19/09/2019 - 07:22
        +3

        Except the bank was closed when he started writing it…

    • spaceflight on 18/09/2019 - 22:42
      +10

      They won’t even allow NFC-based technology as part of their card systems.

      All my Westpac cards have NFC

    • cameldownunder on 19/09/2019 - 10:48
      -1

      The people on chat and the one on the phone contradict each other. I opened a CC Dispute, and they simply closed it, no notification.
      I am leaving them, because of other issues.

    • miicah on 20/09/2019 - 08:27

      They insist on sending me paper statements for our home loan. Even though I asked not to. Glad to be rid of them.

    • crashloaded on 20/09/2019 - 11:14

      I've been using westpac cards on my phone for years with NFC. Not sure where you got that info.

  • DASH8 on 18/09/2019 - 14:05
    +182

    You opened an account with the only purpose of taking $50 from the bank and then closing the account.

    Bank opening hours don’t suit you to close the account.

    You think in the long run newspapers will be interested in your story.

    • crentist on 18/09/2019 - 14:30
      +1

      it is a bit weird that a bank could prevent you from closing your own account, while still letting it accrue fees because it hasnt been closed yet

      • poboy on 18/09/2019 - 14:31
        +63

        They aren't preventing you closing the account. You just don't want to follow their procedure.

        • crentist on 18/09/2019 - 14:37
          +12

          not me btw. their procedure allows the account to be opened and accrue fees before verification
          it doesnt allow the account to be closed before verification.

          its in a security limbo of their own making
          what happens if the account cant be verified?

          • tsigouni on 20/09/2019 - 09:02
            +1

            @crentist: that's crazy. so if someone opens an account in my name, despite the account not being verified, the fees accrue and i eventually end up with debt collectors knocking on my door

        • Quantumcat on 18/09/2019 - 15:05
          +32

          They shouldn't be able to accrue fees before it is verified and usable

          • bohn on 18/09/2019 - 22:12

            @Quantumcat: Westpac actually say the account is active and you can deposit just not withdraw. Same thing happened when I opened a choice account not long ago. I went into the branch as I wanted to apply for the westpac cred card deal.

        • Lastchancetosee on 19/09/2019 - 08:26

          This ABZ are the same. Why I'm with ING 😊

    • JIMB0 on 18/09/2019 - 18:17
      +2

      Don't let that get in the way of a good story.

    • smartazz104 on 19/09/2019 - 07:22
      +4

      You opened an account with the only purpose of taking $50 from the bank and then closing the account.

      The OzBargain way no doubt…

      • Ti-au on 19/09/2019 - 13:57
        +12

        The irony is that he wants free $, but complains but has to put effort into getting it.

        Literally the very definition of 1st world problems.

    • ribbonsofnight on 19/09/2019 - 11:14

      I agree newspapers won't care but this whole promotion seems like a big waste of time. The tellers have people forced to go into a branch so two peoples time is being wasted for $50

      What do westpac expect when they offer $50 for an account that has absolutely no features except those that every other bank in Australia has and they charge fees if you don't deposit 2k.

      • [Deactivated] on 19/09/2019 - 12:22
        +1

        The teller is hardly likely to be busy and it's their job to deal with this kind of thing, so it's only the customer's time being wasted.

        • ribbonsofnight on 20/09/2019 - 13:04

          I've gone into banks and yes there are large parts of the day where the staff have spare time. Some of these people will come into the bank at 3.50pm (or 4.50pm on a Friday) and if they do that they are definitely going to be wasting valuable time for the tellers and other customers who are doing something important.

          I guess it comes down to the question of whether they have customers who get this deal and then keep using westpac products and become profitable customers.

      • Antikythera on 20/09/2019 - 14:02

        "What do westpac expect…. and they charge fees…."

        umm… Fees?

    • Dreamcast on 19/09/2019 - 19:58
      +1

      Lol I agree, massive entitled…. Bleep bleep.

  • cypher67 on 18/09/2019 - 14:07
    +66

    What an outrage, the banks catching on that people are exploiting their offers and requiring people to verify themselves. They should just give you a free $50 and be done with it. I'd skip the newspapers and go straight to 60 minutes.

    • bremo on 18/09/2019 - 14:29
      +8

      The reason they offer these incentives is to showcase their net banking, cards, features, customer service and etc. "Try us out and we will give you money". They should be putting their best foot forward, but all they are doing is showing you how difficult they are to deal with.

        • Maxxjet on 18/09/2019 - 19:50
          +33

          You deserve this. You should have known there is such possibility and chose to proceed and now you are complaining your scheme to screw the bank failed?

          • Splashtash on 19/09/2019 - 18:59
            +1

            @Maxxjet: Regardless of what his intentions are. He has showed how terrible this bank can be and not very accommodating….
            Yes he should expect on the slight off chance he will need to go to bank and verify details … Just like buying sim cards online, they sometimes on the rare chance ask you to verify details in store. Ages back ING let you verify at a post office. Maybe they need to look into something like that but tbh its not that long, you committed yourself this far, may as well keep going or you get more furious.

            I still think ANZ is the worst I have ever delt with. They closed my account and I explained I was 90% sure I had like $20 in it and they told me I didn't(in person at a branch)even after showing him the display screen he showed me. I went home, overlooked my transaction history again and confirmed they jipped me of $20. I then had to go back into the branch as online/phone services couldn't assist me. The lovely lady working at the teller apologised and stated this sort of thing happens all the time and just did something super quick, handed me the $20 and off I was. I have also noticed a lot of other customers get treated very poorly. I have opened so many accounts with so many banks and must say hands down to avoid ANZ at all costs due to 3x personal bad experiences like this one + others I have witnessed.

        • p1 ama on 18/09/2019 - 21:15
          +11

          I considered verifying the account just to get the bonus and spite them

          Don't know why you have such a high opinion of yourself. You are literally a nobody to the bank. Whatever you do will not be spiting them in the least.

        • 91rs on 19/09/2019 - 11:19
          +9

          "I couldn't recommend them at all"
          You had no intention of banking with them, you just saw a free $50 you could get quickly and now you feel they've inconvenienced you with their policies to close the account.
          I pity anyone who ever has to come across you in a retail or sales space.

        • Zonty on 20/09/2019 - 00:41
          +2

          If you want free$50 and you do not want to give time ? It's 2 hour wages for some people. Well monkey find banana but it'sneed peel too much job.

      • [Deactivated] on 20/09/2019 - 20:19

        For the free money for regular bank accounts - they actually do this so they can bump up their reportable deposits in order to sell more home loans

    • Montyjpm on 19/09/2019 - 11:06
      +3

      OP said he has kids but his attitude on this is similar to his kids. Want $50 and don't want to do any work? Entitled much? Just rock up to a branch close to your lunch and do the paperwork already. Maybe eat lunch while waiting in line if time is that precious to you.

      • crentist on 20/09/2019 - 11:39
        +1

        Quite a claim. You’ve met his kids, or is that character assessment straight out of your rear end?

  • qwerty on 18/09/2019 - 14:07
    +44

    You cant waste your lunch break to make $50 ?

      • payton on 18/09/2019 - 16:12
        +63

        Nope, they just don't want your type as a customer, and they're doing fine without you.

      • burningrage on 18/09/2019 - 18:34
        +14

        With all due to respect, I don't believe this is your exact reason of wanting to open an account with them.

        It would be far more honourable to admit you just want the $50 and be done with it rather than out with this "mystery shopper" BS.

        • Ti-au on 19/09/2019 - 13:59
          +3

          I am "mystery shopper" but Im not….

          Give me $50.

        • crentist on 20/09/2019 - 11:44

          But the $50 is meant to attract people who wouldn’t otherwise come near them. Retaining them is a separate thing, that comes after literally paying people to become potential customers.

          It doesn’t matter what OPs intention is if Westpac is messing up their own strategy.

    • wittyusername on 18/09/2019 - 17:41
      +4

      I wasted 2 lunch breaks and didn't get served in Perth. Absolute shitshow. I had to get an ID verified for a credit card and they were the single shittest bank I've ever dealt with.

  • Settero on 18/09/2019 - 14:10

    go to the branch have your id verified and move on with life ? a lot of banks do this if your id does not verify online automatically.

    question , have you been at the same address for a short period of time ? say < 3 years ?

  • Meho2026 on 18/09/2019 - 14:19
    +17

    Just make a complaint through the online form https://www.westpac.com.au/contact-us/feedback-complaints/
    State the facts briefy because the person reading your complaint will be stupid.
    you applied to open an account online because you can not attend a branch in person.
    You were later asked to visit a branch to verify your ID but you are unable to do that.
    You then requested that the account be closed, that request was denied unless you visit a branch.
    You have been threatened with debt collection if you dont pay the ongoing account fees.
    Then ask them to close the account immediately or you will lodge a complaint with AFCA
    https://www.afca.org.au/make-a-complaint/
    The bank has to pay for the AFCA investigation, obviously they wont want to do that and will close your account.
    You can then hold your head up high for giving the finger to the evil corporation.

  • whooah1979 on 18/09/2019 - 14:20
    +17

    was told that I need to go into a branch to verify the details.

    You didn’t pass the ID check. The bank is in the right by asking you to come in and verify in person.

    • jelko on 18/09/2019 - 14:36
      +1

      Maybe the OP is on a list of scammers? I reckon banks share information of people who open accounts for the sole purpose of the bonus credit.

      • crentist on 18/09/2019 - 14:40
        +4

        i had to do the same to get a westpac credit card. they might just be a bit crap

        • veetor on 18/09/2019 - 14:58
          +5

          I had the teller insist (without checking) that even though I'd gotten a call telling me to pick up my card that they didn't have it and I'd have to wait for another call. A week goes by without me hearing anything from them, so I drop in again and insist they check this time - they find it in a stack full of envelopes presumably belonging to other people still waiting for a second call that's never going to come. The letter was dated two weeks back, of course. They really are crap. Good thing it's just a churn card.

      • JohnHowardsEyebrows on 21/09/2019 - 02:21

        No…that would be in breach of privacy provisions. Only real scammers can be tracked.

    • pjetson on 18/09/2019 - 15:34
      -2

      You didn’t pass the ID check

      Why did they then open an account for the OP?

      • whooah1979 on 18/09/2019 - 15:40
        +3

        That is normal. The account is open, but with restraints which they may remove when the customer provide a positive ID.

  • hey aj on 18/09/2019 - 14:39
    +88

    I signed up for a Westpac choice account, expecting to simply fulfil the requirements, collect the $50 bonus and then close the account.

    Sorry, you lost me at the first sentence of your post.

    You are fortunate enough to work a full-time job, own a car, own a phone, willing and able to support the cost of children and take them to sporting events on the weekends yet you try to scab a free $50 from a loophole that you perceived as easy to get through and are now venting your frustration when some effort was required and the exploit backfired on you.

    This is not a bargain-hunting mentality, this is a welfare mentality and with all the blessings you inadvertently listed to us, it disgusts me.

      • hey aj on 18/09/2019 - 14:53
        +6

        Upvote for the cheeky optimism I am perceiving in your reply but I am still appalled, lol.

      • HighAndDry on 18/09/2019 - 15:42
        +15

        it is the absurdity of having to do what I don't want to do,

        Boo-(profanity)-hoo?

      • ledifni on 19/09/2019 - 07:20
        +4

        Account is now closed? I just got the popcorn from the microwave…

        • Ti-au on 19/09/2019 - 14:00

          :'-(

          Op wasted viewers enjoyment.

          Op is an a******.

      • [Deactivated] on 19/09/2019 - 12:29
        +3

        Maybe they are laughing because all the effort you've put into this shows how foolish you are and how little you value your time? There is an opportunity cost to everything we do.

    • crentist on 18/09/2019 - 14:55
      +4

      oh no how could someone take advantage of a poor bank

      It's their own promotion to get new customers. Any loopholes have been taken into consideration and they still believe it's in their own best interests to proceed with the offer, expecting that they will make the money back in the long run.
      They expect people like OP to come and go, but also that others may be a bit lazy about exiting, or end up sticking with the bank longer, or could be sold other products, cards, loans etc.
      It says a lot about how much banks expect to make from customers that they can literally pay people to join without obligation.

      If OP wasnt so disappointed with the service, they may not be so determined to leave after getting the $50, and they might be taken advantage of in the long run.

      • cheng2008 on 18/09/2019 - 19:20
        +2

        Any loopholes have been taken into consideration

        Exactly, OP thought it was going to be easy and unfortunately Westpac has thought of it.

        • ribbonsofnight on 20/09/2019 - 13:11
          -1

          Yep what a brilliant Westpac scheme to make banking with them difficult

  • p1 ama on 18/09/2019 - 14:40
    +46

    Put in my drivers licence and medicare for online verification (which I did with St George only a fortnight before) and was told that I need to go into a branch to verify the details.

    You sound like the sort of person to have never thought about the counterarguments to your point. If a criminal somehow got hold of your details, would you prefer to have Westpac allow them to open a bank account in your name and get you involved in a drug ring, or to ask the criminal to come into store (in which case, they'll bail because it's too hard)?

    If they're asking you to come into a branch, that's a GOOD thing. If they are not 100% sure who you are or not 100% able to identify you, they SHOULD be asking you to come in.

    As there is a hold on my account, I need to go into the branch to close it.

    Good - a criminal could have used your details to try and open a bank account in your name and then try to close it when they realised they couldn't get away with it. Hence, they need you to come in to verify. Again, good on them for being vigilant.

    • OzBurger on 18/09/2019 - 14:43

      Very good points, I will take this on and consider for next time.

    • Quantumcat on 18/09/2019 - 15:12
      +4

      OP had more of a problem with the fact he has to go into a branch to cancel the account when it was opened online. Less so with the verification procedures.

      • cheng2008 on 18/09/2019 - 19:28

        From what OP said, it sounds like they asked him to go in for verification, not for closing it.

        • Quantumcat on 18/09/2019 - 19:58
          +1

          Did you read all the post?

          Today I call up Westpac to explain the situation to a confused but polite lady in the O/S call centre.
          As there is a hold on my account, I need to go into the branch to close it.
          WTF? So, I've explained why I'm not going into the branch and to just close the account, now the only way to close it is to do exactly what I don't want to do?

          • Ti-au on 19/09/2019 - 14:04
            +1

            @Quantumcat: Who cares what Op said.

            Banks have strict VOI requirements as per the regulations and laws they must follow.

            They want to ID him, that is the requirement. Op just wants $50.

            • Quantumcat on 19/09/2019 - 14:53

              @Ti-au: He isn't complaining about the ID requirement. He is complaining about having to visit the branch to close the account. Did you all fail reading comprehension in primary school or something?

              • Ti-au on 19/09/2019 - 14:58

                @Quantumcat: What happens if the regulations require him to ID himself before they are allowed to close the account?

                Which means Op real problem is with the requirements/regulation of VOI.

                I guess you failed to comprehend that. Perhaps you should go back to Primary school.

                • Quantumcat on 19/09/2019 - 15:08

                  @Ti-au: Why would you need ID to close an account that hasn't even had ID provided yet? Just think about it.

                  • resisting the urge on 19/09/2019 - 15:45
                    +1

                    @Quantumcat: Apart from the regulatory requirements around ID, to ensure the person you are giving $50 to is the person who took you up on the offer originally. Not that it makes much sense, unless all you care about is compliance. What do the Banks care about? 1. Money, 2. Compliance. Allowing online closure opposes both of their core principles

                    • Quantumcat on 19/09/2019 - 16:45

                      @resisting the urge: He doesn't want the $50, he wants to close the account.

                      He can't close the account without giving more ID and doing more than what was required to open the account in the first place.

                      He should be able to close the account with the same amount of information than what he opened it with.

                  • p1 ama on 19/09/2019 - 17:04
                    +2

                    @Quantumcat: If a criminal could attempt to open an account, then just close it when asked for ID, then nobody would know that they've done something dodgy. The requirement of having ID to close the account as well will ensure that either the real person is notified or that something will be flagged for follow up.

                    Basically, inconvenience is the price we pay for security and freedom. Everybody complains about the inconvenience, but never thinks about the consequences of what will happen if proper procedure(s) were not put in place.

                    • scanuck on 20/09/2019 - 11:57
                      +1

                      @p1 ama: Does that mean no fees should accrue because the account isnt “open”?

                    • Quantumcat on 28/09/2019 - 17:50

                      @p1 ama:

                      If a criminal could attempt to open an account, then just close it when asked for ID, then nobody would know that they've done something dodgy.

                      All you're achieving is making sure that if it is a criminal using fake ID, that the real person is liable for more fees, as the criminal can't even be kind and close it when they're finished doing whatever the dodgy thing is. How is making them leave the account open going to change anything (except make somebody have to pay more fees)? They can attempt to contact the real person whether or not the criminal is able to close the account.

                  • Ti-au on 24/09/2019 - 11:22

                    @Quantumcat: Yes I have thought about it.

                    Just because the rules don't make sense to 'You' does not mean they don't make sense to RBA, APRA, or Austrac.

                    It might have to do with a scam criminals can run (i.e. don't show ID, deposit funds, close account with a compliant staff member helping them out - which is something Austrac would be very interested in as that could be money laundering), as such a requirement for ID has been done to prevent this kind of thing from happening. Austrac can levy large fines, so most banks are going to jump through any hoops Austrac demand (which falls on customers).
                    An example of Austracs 'power' - "CBA has agreed to pay a civil penalty of $700m, the largest civil penalty in Australian corporate history, and Austrac's legal costs of $2.5m"
                    Note: the largest civil penalty in Australia's history.

                    Obviously Austrac are not going to advertise the latest way to game the system, but criminals are usually very resourceful and think of creative ways to game the system. This could be one way to prevent abuse, but we aren't obviously going to know how it does.

    • outlander on 18/09/2019 - 15:46
      +4

      Have you thought of the counter argument to your counter-argument?

      • Zedsdeadbabyzedsdead on 18/09/2019 - 21:07
        +3

        Perhaps he had an argument over the counter when he popped in:)

    • bolt on 18/09/2019 - 19:06
      +3

      This is the correct response. Financial institutions have a legal requirement to sufficiently identify their customers to comply with KYC as part of AML/CTF.

      See: https://www.austrac.gov.au/business/how-comply-and-report-gu…

      • SeVeN11 on 19/09/2019 - 22:50

        Just go to FOS and see what happens.

        https://www.fos.org.au/

        When you lodge a complaint, it cost the bank money. If they can fix it they will, if they physically cannot due to KYC/AML/CYF/other compliance issues then you will find out soon.

        Obviously this is going to cost you more time than going to branch and closing the account …

  • ihbh on 18/09/2019 - 15:04
    +6

    OzBargain, what do?

    Why don't you ask Westpac to send someone to you instead?

    • OzBurger on 18/09/2019 - 15:08
      -2

      Now that's thinking outside the box!

    • watwatwat on 18/09/2019 - 15:30
      +18

      Indeed. OP is a very important dude with busy schedule so he should just get Westpac to recognise this and they'll send someone out. Perhaps ask them to deliver the $50 cash in person and a thank you note for his business.

      If they don't, the newspapers will definitely be interested in this story.

    • hey aj on 18/09/2019 - 15:36

      Promote that man!

  • c64 on 18/09/2019 - 15:15
    +1

    westpac is so backwards you cannot supply your TFN online but instead have to visit a branch to do so

    • hey aj on 18/09/2019 - 15:40
      +1

      I updated my TFN over the phone with Westpac just recently and it took about 5 minutes.

    • Splashtash on 19/09/2019 - 19:08

      yer and i think when i wanted to set up direct debit for all my accounts, they were all fine online except westpac made me go instore so i Decided not to thus potentially getting late fees. Maybe its their tactic in a sense.

    • ribbonsofnight on 20/09/2019 - 13:13

      How is that an issue. Who is going to end up getting interest from Westpac.

  • watwatwat on 18/09/2019 - 15:25
    +11

    I'm not going to spend that valuable time queuing up in a bank

    Oh I'm sure your time is so valuable when you're so desperate to try and get $50 that you spend all this time talking to their call centre and writing a long essay to ozbargain complaining about it.

    Then eventually it will go to debt collectors and I'll take it to the newspapers.

    Please do this so we can all laugh at you.

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