Mobile Banking and Internet Banking Blocked by Bank of Melbourne

Tokz666 on 07/09/2022 - 09:43
Last edited 07/09/2022 - 09:54 by 2 other users

Hi my fellow OzBargain peeps,

Just wanted to check if this has happened to anyone before and can comment. This is also maybe a kind of a rant.

I was just trying to move some funds from my bank account to my new BOQ savings 3.5% p.a. account (thanks to the deals posted on OzBargain few days back.)

The bank just flagged my account for scam and blocked all usage to mobile app and also internet banking. I explained to the service rep that i was transferring to my own account just with a different financial institution.

Been trying to call the call centre since 2 days, the reps states they cannot help at all and I need to speak to the scam team as only they can unblock the account. They gave me the direct line to the scam line. I have been on HOLD for total 8 hours yesterday and 3 hours the day before. Even today been on call HOLD since 8am. Their scam team don't even attend the call.

The service reps just says one thing they can't check anything or help with anything even after I passed all the security verification questions. The reps said even if I go into the branch they wont be able to help as scam team can only be contacted via phone.

It's hard that I cannot use any banking services mobile or internet.

Anyone here ever faced anything similar and can suggest a course of action?

Financial Bank of Melbourne

Related Stores

Bank of Melbourne
Bank of Melbourne

Comments

  • Lord Fart Bucket on 07/09/2022 - 09:49
    +5

    Anyone here ever faced anything similar and can suggest a course of action??

    https://www.afca.org.au/

    • petester on 07/09/2022 - 13:58

      Westpac and B.O.M. will flag a lot of unusual payments as a possible scam and will ring the customer to confirm it's not a scam; the reason being that if a customer does get conned by a scam, their response is to blame the bank rather than take responsibility for their own mistake falling for a con. If the customer doesn't answer their phone, the scam team will place a block on the customer account and notifies the customer email to contact them by phone. Only the scam team can resolve the block, not a branch or telephone banking. As the scam team deals with a lot of calls, the wait is often several hours. I learnt all this when it happened to me, so best thing to do when making an unusual payment is to make sure your phone is on and answer the phone.

  • singlemalt72 on 07/09/2022 - 09:51
    +4

    Banking Ombudsman, Call your bank and tell them you are going to the Ombudsman unless they connect you to the scam team immediately, better still, if you have a branch nearby, go in and tell them to do the call.

    Regardless, report it.

    • Lord Fart Bucket on 07/09/2022 - 09:54
      +1

      I don't think the issue is with BoQ.

      I was just trying to move some funds from my bank account to my new BOQ savings
      with a different financial institution.

      • singlemalt72 on 07/09/2022 - 10:07
        +1

        Yes, I had realised my mistake and corrected it

  • Baysew on 07/09/2022 - 09:57

    Is your current bank that has blocked your access, Commonwealth Bank?

    • Tokz666 on 07/09/2022 - 09:59

      Bank of Melbourne

      • askbargain on 07/09/2022 - 10:08
        +1

        go to a local branch?

        • kolorijo on 07/09/2022 - 10:09
          +6

          Do this and ask them to call the scam team on your behalf. Get them to taste their own medicine, see how they like to hold for hours.

          • askbargain on 07/09/2022 - 10:11
            +1

            @kolorijo: has anyone actually waited more than 20 minutes at a bank? they can definitely unblock your account in a branch.

            • kolorijo on 07/09/2022 - 10:58
              +1

              @askbargain: Not sure, I was just going by what the OP told us:

              The reps said even if I go into the branch they wont be able to help as scam team can only be contacted via phone.

          • trapper on 07/09/2022 - 10:52
            +2

            @kolorijo: Yea this is the best bet. Let them do the leg work while you wait.

          • Mulga Bill on 07/09/2022 - 12:44
            +4

            @kolorijo: "kolorijo
            Do this and ask them to call the scam team on your behalf. Get them to taste their own medicine, see how they like to hold for hours."

            I work for a bank - do this

      • Baysew on 07/09/2022 - 10:13
        +5

        Ring Bank Of Melbourne complaints - 13 22 66

        If going to branch, take along your lunch box and tell them you are quite happy to stay but you are not leaving until the matter is sorted.

        Last resort - Australian Financial Complaints Authority 1800 931 678

        • Tokz666 on 07/09/2022 - 10:50

          Rang 13 22 66 and the rep said they can only transfer my call and but not help they transfered me to their scam line and i am still on hold its been 1hrs 47mins now according to my phone.

          • Baysew on 07/09/2022 - 10:57

            @Tokz666: Sorry - appears BOM doesn't have a dedicated complaints line (like CBA).

            • Typical16-bitEnjoyer on 07/09/2022 - 15:54

              @Baysew: Pretty sure they'd be required to, probably internal process to try and deflect phone transfers from it.

  • GG57 on 07/09/2022 - 10:21

    I've had something similar recently, but a different bank.
    I can't believe that the BoM security/fraud team aren't quick in answering your call. Those areas are usually well staffed.

    • Tokz666 on 07/09/2022 - 10:51

      I am guessing they only delegate resources to the stolen credit card phone number

  • Tokz666 on 07/09/2022 - 10:52
    +3

    Might head into the branch during my lunch break from work.

    Hope they can sort it out for me fingers crossed!!

  • randomusername2017 on 07/09/2022 - 10:56

    Is there a direct line listed on any of your cards?

  • Unorthodox on 07/09/2022 - 11:15
    +1

    Had the same issue but with Westpac (parent of BoM) transferring a small sum to BoQ at like 1AM.

    Luckily WBC called and has a dedicated hotline and team. Crazy that the wait time is that long for what should be a team that acts on matters immediately.

    • Tokz666 on 07/09/2022 - 11:25
      +1

      Damn you wont believe it….i was also tranferring a small sum to BOQ at around 1am.

      This was 2 days ago. I am still on HOLD.

      This is beyond Ridiculous.

      Thanks for sharing…appreciate it!!

  • [Deactivated] on 07/09/2022 - 11:28
    +2

    You should contact the AFCA, and tell your bank that you are doing so, might light a fire under their arse, regardless, you should probably move all your funds to a different bank once this mess is sorted, BoM sounds hopeless.

    • Tokz666 on 07/09/2022 - 11:33

      Lodge a compliant on their website!!

      I am seriously considering moving as this is crazy!! Any recommendations on banks with good customer service and good/easy to use mobile banking.

      (I know the customer service bit is hard to come by these days.)

      • askbargain on 07/09/2022 - 11:36

        if you moved to boq, you probably cared more about their interest rate and not their customer service. if you just leave your money there, do you need good customer service?

        • Tokz666 on 07/09/2022 - 11:59

          I did care about the rate!! But planned on only using them to fullfill criteria and earn rate!!! Been with BOM for couple of years now and thought to stay on but this experience is not good. I understand if i was transferring money to different person or party!!!

          This is transferring funds to myself!

          I appreciate the security as i know scams are on the rise, but my only concern is that at least they should not make it bloody hard to unlock an account especially if i have already answered 7 or 8 security questions all correctly and confirmed all my details to the customer rep

          • askbargain on 07/09/2022 - 13:14

            @Tokz666: what are you even talking about. if you plan on using boq for savings, then you don't need good customer service. just use Up or Macquarie for transactional.

      • [Deactivated] on 07/09/2022 - 12:13
        -1

        The bank with the best mobile / online banking i've come across is Macquarie bank, both the app and the website are easy to navigate, with the app being one of the fastest and best designed bank apps, in my opinion.

        For customer service, I like HSBC, their postage times are the fastest i've come across, and I've had to contact them for some issues (my own fault) which they were easily able to resolve, their website is a bit dated, however, and not as nice to use as Macquarie's. Their mobile app is better than their website.

        • askbargain on 07/09/2022 - 13:13
          +2

          HSBC for customer service? what a joke

          • [Deactivated] on 07/09/2022 - 13:48

            @askbargain: I can't speak for everyone, but they've been easy to contact (no hold times) and quick to fix my issues. I cannot say the same for MyState.

  • Tokz666 on 07/09/2022 - 14:46
    +3

    Just managed to get it sorted!!!

    Received a call back from the scam team after i filled a formal complaint.

    They restored internet banking and mobile banking.

    The customer rep was polite and helped out she told me that scammers are now too smart and opening banks account with same name and fooling us to transfer money to that new account. So they had to lock it for security purposes.

    I told her i really appreciate the safety features but it should not take like 10 hours of HOLD for a person who has answered all security questions to unblock the account.

    She understood and agreed with me this was not the correct way the situation should've been handled.

    But seriously contemplating shifting everyday banking to Macquarie!!!

    • Typical16-bitEnjoyer on 07/09/2022 - 15:54

      Bank of Melbourne are useless. Move literally anywhere except for CBA or Westpac.

    • HelpMeiCantSee on 08/09/2022 - 10:03

      Thankyou for the update and I’m glad you got a resolution. Banks are such a PITA.

  • Darayus on 08/09/2022 - 11:22
    +2

    You are lucky that the bank has taken more interest to protect your funds, had you lost to a scammer then you would have raised the question of why the bank was not alert before.

    To avoid this kind of situation always transfer a small amount say $ 100 for a day or two before and thereafter you transfer a large sum of the amount.

    I am using this method when buying high-value items like cars, transferring funds to offset account or paying lawyer trust account.

    with this method, you risk only $100 for the wrong account transfer as well as you get confirmation that the receiver bank account is correct and all good to go for a large amount to transfer.

    NEVER transfer one large amount to new bank account.

    • Tokz666 on 08/09/2022 - 13:16

      Thanks for the response!!!

      Will definitely keep this in mind.

      I am not upset the bank blocked the access i am just annoyed that the process to unblock was only in the hands of a single particular team/person and you needed to wait for a really long time to get through.

      But yea like you said always start with small amounts.

  • mitchalbrown on 08/09/2022 - 11:45
    +1

    Why don’t these banks just enable multi factor authentication for large transfers?
    It’s just rubbish that you would have to “transfer in small amounts” but I guess this is the drawback of placing your money in other peoples hands… they get to tell you how and when you can use it.

    • Tokz666 on 08/09/2022 - 13:17

      That is also a valid point

      2FA can help.

  • bamzero on 08/09/2022 - 15:37

    Good to hear you got it sorted but agree shouldn't take 10 hours on hold.

    Of course when banks don't block scammy looking payments then people are like, why didn't the bank block that payment!?!?

    https://www.abc.net.au/news/2022-09-08/scams-accc-banks-asic…

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