I have been a bank west customer for just over 12 months now having multiple home loans with them and the terrible customer service and wait times on hold -- I would not recommend bank west to my worst enemy let alone a friend.
Always by far the worst bank I've ever dealt with. Changes my loan products without consent, deletes savings account without consent, when I have enquiries repeatedly gives them to staff on holidays, grossly undervalues property, the list goes on and on. Then out of the blue customer service calls up to fix things then goes MIA.
Always available to help and answer questions competitive rates.
Overall we have a positive experience with the bank. However after a recent experience where we had to physically go into a branch the experience was not ideal and seemed very much process driven rather than specific to the customer, which is unfortunate given we have been with them for a number of years.
This was the worst customer experience I’ve ever received in my life. Like someone said before "if you care about your mental health do not come to Bankwest!" I applied for a home loan with Bankwest and they rejected it. The guy that was handling our application was terrible! When I first went to meet him he provided us with information, we gave him all our details and lodged the application. The application took a long time and he was near impossible to get a hold of. He was always busy and never picked up his phone. The only way to reach him is if he reached out to you and wanted a document. He never gave us updates on our application, I was the one always calling Bankwest and finding out updates about our application. The night before the application was due he sent us an email! He didn’t even have the decency to call to say that more documents were needed. Why would you wait to tell us this the night before finance due date? When the due date came for our finance he said more time was needed... lies! When I called the next business day they told me that the application was denied on finance due date! To make it worse, he went on annual leave without telling us anything on the day our finance was due so we could not get a hold of him. He never communicated to us he was going on annual leave, he never told us our file would be handled by someone else. He just went away. Our file was handed over to someone and when I called the person to get updates on our application he didn’t even know anything about our application, he said to call him back in about 3 hours. So when I did call back he said the application was in fact denied but he couldn’t give me a reason as to why the application was denied. No one ever reached out to me to follow up. I’ve gone with Commonwealth now, best experience ever. Stay away from Bankwest.
We were already customers but were suggested by a broker that the Bankwest Home Loan was the best one for us and what we needed. We were happy with the rate, service all of the benefits we were offered.
Bankwest isn’t a bad bank, however the closest branch to me is an hour away and online and over the phone service is average.
Great products and service always. Have negotiated with our financial advisor to drop our interest rates as soon as there’s been a change in them. Bit disappointed that we can’t take advantage of the latest changes - apparently we don’t have enough equity in our house to warrant the rate cut. I would have thought we’re very good candidates for this as it would mean we’d free up some money and be able to pay extra off mortgage!
They gave us a home loan when no other bank would. I work part-time plus have a casual job on top of that, and my partner works part time. They are a good bank to go with if you don't have two full-time contracts, and lets face it, the work force is becoming ever more casualized these days.
If you want good customer service, stay away from this bank. I was a loyal bank customer with Bankwest for many years and had all my banking with them, never missed any home loan payments. Earlier this year I went to refinance my investment loan with Bankwest, but was told by the bank to wait until the loan was due to expire in September, as I would have to pay early discharge fees. They reassured me it would be an easy process and would only take a few days, as I was an existing customer and the loan would just automatically switch to principle and interest. So I waited until September 1st to refinance the loan when it expired, only to have the bank tell me, that I would have to apply for a whole new loan. Also that it would take 10 days to process and that it would be on a higher interest rate on the principle and interest loan, until I could get the new loan application approved. I had to wait nearly 7 weeks to get the loan processed and then they would not approve an interest only loan and told me they would be only financing me for a principle and interest loan. They never returned my phone calls, when I phoned them they always made me wait on hold, they could not cater for the time difference between WA and the East coast of Australia (EST), many of their staff were condescending, basically they are one of the most unloyal and untrustworthy organisations I have ever dealt with. Their complaints department is called the customer care team, I dealt with them as well and they clearly don’t care! Stay away from Bankwest, they will only cause you heartache.
We were with another bank for years and they wouldn’t budge on their home loan rates. Bankwest home loan rates were low and it will save us thousands overall. I’ve spoken with them over the phone and their customer service is also excellent.
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WARNING: This comparison rate applies only to the example or examples given. Different amounts and terms will result in different comparison rates. Costs such as redraw fees or early repayment fees, and cost savings such as fee waivers, are not included in the comparison rate but may influence the cost of the loan. The comparison rate displayed is for a secured loan with monthly principal and interest repayments for $150,000 over 25 years.
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