Westpac Branch Lane Cove - Lane Cove (NSW)

1 /5 Peter Lin: I would rate this experience as a 0-star if I had the option. The staff member assisted me by verifying my ID, but failed to take the necessary next step of contacting the fraud team on my behalf. As a result, I spent over two hours on the phone trying to resolve the issue myself. After all this time, I was advised that I would need to visit the branch again for further assistance, which was extremely inconvenient. Additionally, I found the phone waiting time to be exceptionally long—far longer than expected, even longer than the wait times at Centerlink. I am truly disappointed with the lack of support and the time wasted in trying to resolve an issue that should have been handled more efficiently. I hope you take this feedback seriously to improve customer service in the future.

1 /5 Jamie Lamar: I had a terrible experience recently with Nick Liu at the Lane Cove branch. Not only was he late to our meeting, he was unapologetic, rude and disparaging throughout our entire meeting. At no point did his behaviour come close to being professional, and his dismissive, holier-than-thou approach to customer "service" is a blight on the standards that Westpac should hold their staff to. Im currently investigating options to move all of our accounts away from Westpac, entirely because of this single, disgraceful interaction.

1 /5 Christine: Left my contact for a call back regarding collection of my credit card, I still haven’t received any call back. Someone reviewed 6 years ago about not able to pick up an approved credit card despite giving driving licence and passport just because the bank can’t identify him and it still happened to me. After 6 years, the bank hasn’t done nothing about identifying a new customer. Is the branch manager even doing his/her job? Not a single apology after wasting my time for 30 minutes by a Junior staff and it’s been 3 days, the staff still hasn’t followed up.

1 /5 Roberta: They don’t even deserve one! I’m Wbc former staff and a customer since 1980, it has lost total credibility as a customer service institution. We are constantly reminded that rudeness to staff will not be tolerated but what about the customer on the receiving end! It all started at 8.30am on Friday morning when my phone kept buzzing with 5 SMS security codes that we had not requested and a call to the fraud department to alert them and the staff on the receiving end was grumpy but I told myself it must be hard working in a call center ! (We should have moved banks after having had our accounts previously hacked and lost over $50k a few years back!) Our account was duly locked and was asked to go to the branch, identify myself and call them from the branch. I was second in line waiting for the bank to open & when greeted I explained what I was in the bank for and was told “we can only help you if there is an available appointment!” This was totally not what I expected to hear. I again explained the situation and told her I was told to come in, be identified and use their phone to speak to fraud department. She was a St. George staff and perhaps couldn’t do the simple identification process for a wbc customer and was told they have availability at 11 am (this was at 9.40) I explained that I had other commitments IE pack and leave on a trip later around lunchtime. She was ardent nothing and no one was free to help. At this stage I was not a happy customer, I was there essentially to protect both the banks interest. So I lined up and waited at the teller to close my account. Whilst waiting for her to get off the phone I see the officer in WBC uniform come out and listened to the receptionist retell her encounter with me. I went to explain to him that I was asked to come in! I told him the way this was not communicated well. She could have used a more positive approach and said let me see if we can help first instead of saying we can only help if there is an available appointment! I would have thought if he had the time to listen to her, he could have ID me and resolve the issue but no they stuck to together and treated me like I was the villain and went back behind the scenes. Well you have lost my loyalty now!

1 /5 Jana Griffiths: I stood at the service desk where the person at the front sent me and the lady behind the desk acted as I was invisible and continued talking to her colleague. I was the only customer in the bank. When she finally spoke to me it was in a very unhelpful manner. I havent had such negative customer service experience anywhere else in Lane Cove!