1 /5 Y Yeong: Wish it could be a ZERO star rating -- Extremely disappointing experience with Westpac especially the Hurstville branch
I rarely leave reviews, but my recent experience with Westpac has been so frustrating and unprofessional that I cant tolerate it anymore to share it to just give some insight for other potential customers. So a couple months earlier I received a cashback promotional offer from Westpac, stating that if I made 15 eligible card transactions in May 2024, I would receive a $100 cashback by the end of June. I fulfilled the requirements well within the deadline, but as of late July, no cashback has been received.
This should have been a simple issue, but it has instead turned into a month-long nightmare of repeated visits, unhelpful staff, and broken promises:
First visit (early July), I went to the Hurstville branch to ask about the missing cashback. The front desk staff were completely clueless. One staff member even confused it with a new account bonus, which had nothing to do with my case? like seriously?? It was shocking that Westpac staff were not even aware of their own active promotions and lack of product knowledge
So later i spent my second visit (around July 14/15) to this branch again, a different staff member acknowledged my issue and lodged a case on my behalf. was told to wait for an update, but again, nothing really followed up
fastforward later on, ridiculously enuogh, i had to spent my third visit (July 28), I returned to the branch and expressed that i clearly frustrated after being bounced around for weeks. The concierge assured me that the branch manager would call me the next day (July 29, which is today) between 3–4 PM. And here comes the most absurd part, fast forward todays afternoon, to make sure i wont miss the call, I cleared all my other schedule starting from 2:50 PM, staying with my phone the whole time, even waited passed 4pm, until 5 PM, and never received a call. Not even a courtesy message to reschedule or acknowledge the missed appointment, zero zil nothing
At this point, I am more than just simply disappointed but i need to highlight something significant for people to see:
Complete lack of efficiency: This issue has dragged on for nearly a month with no resolution. For a national recoginzied bank, you think is acceptable or not?
Failure to follow through: A promised call from the branch manager never came. This is not just poor service, it is a blatant breach of trust
Poor product knowledge and accountability: Westpac staff appear uninformed about their own promotions and are quick to shift responsibility to other departments instead of helping customers find a solution.
If this is how Westpac handles a straightforward cashback offer, I seriously question how they would manage more complex financial matters.
My trust in this bank has been severely damaged, and I urge others to think twice before banking with Westpac.
