Westpac Branch Town Hall

Terrible customer service, I've called multiple times (min 3 daily) over the past four days to organise a simple appointment. At no time did anyone pick up the phone. I've left two messages and have received no call back.

The irony is, I went in and they were like ooh we are very busy. It would be best if you called to organise an appointment. We'll I'm trying.

I’ve had some bad experiences at other westpac branches, but today at the Town Hall branch Lauren went above and beyond to help me with a deposit issue. She was so patient, reassuring and understanding with me in my distressed state, and did everything she could to assist my situation and make me feel better. I don’t even live nearby, but will only be coming to this Westpac when I require assistance from now on. Thankyou for your kindness Lauren, it really does go a long way

Probably my worst experience with a banking institution - ever.

I reported a lost card back in 27-Jul-23 however must have selected the wrong option on the webpage.

After four (4) visits and my busines suffering I called the Business help line and was advised that I closed the card and would have to reapply using FORM PC 1843. When I requested as to how long the card would take the person could not help and had a non-committal perhaps 3 weeks response.

I printed out the form and had 99% of the detailed filled out but had a few questions and went to the Park Street branch - same branch that I visited 4 times prior without resolution.

I was greated by the welcoming atttendant and I explained the situation that I wished to close my account but before doing so I I advised I had the a form to submit - giving them a final redeeming opportunity. I was asked to take a seat and another staff member approached and I restated the issue. I was requested who I had dealt with in the past - to be honest I do not know. Making the process somewhat frustrating he pressed the matter asked he would like to help but would be helpful if there was anyone that I could recall that had helped myself. At this point I advised that it should not matter and that I have a very specific grievance and had the form filled out and ready to be submitted but required some help. To the credit of the branch staff member - he understood and acted promptly and requested that I take a seat and I was told there were three (3) specialists and someone would be with myself.

At the same time two (2) cash collection security walked in drawing the welcoming attendant away from the front. During that time I had the misfortune of being mistaken for a branch staff member and someone needing help. This happened twice (x2) and finally the walked-in client got one of the specalists' attention (he briefly stepped out of the consultation room and obviously this specaliast being busy directed said walk-in client to take a seat.

At the same time the specialist recognised a client associate/client that just walked in and this client/associate was effectively serviced in 5 mins whereas others who had been waiting patiently (myself having being waiting for 15+ mins - watched this associate being serviced - thus allowed to jump the queue).

I had a 3PM appointment and the welcoming attendant understood the situation and attempted to resolve and advised that the only only one (1) person that could help was busy and requested if I was willing to wait. Being so close to 3PM and myself having visted the branch now five (5) times prior I tore up the form and left.

In anycase - PRIOR to myself arriving at Westpac - I went to CBA I was seated and taken care of in 10-15 mins. I opened a bank account. They advsied that the account will be ready next week and I should have a business card in 2 weeks - maximum.

I cannot wait to take my business away. Regrettably this will be a staged process as I will require to inform all current creditors of my new business account details.

The branch clearly is not equipped with enough staff to handle enquiries, the staff are clearly not well trained to handle and identify issues (take note.it does NOT really matter who previously serviced the client - it just matters that the client is ready tpo jump but is willing to give an opportunity to resolve), the App/web-based portal is absolutely stupid - that would somehow allow a card to be closed and branch staff could not identify the issue. The person on the business line was 1/2 helpful. Perhaps other branches are better managed and serviced at this stage the Park St branch and overall Westpac is evidently not positioned well. They cannot service day-to-day clients nor service business clients whereas my experience with Commonwealth Bank has been great.

Westpac - you don't need to believe me - just review your CCTV for today (13-10-23) from 14: 30 - 15: 00 - I'm the client in a blue shirt and black tie. Perhaps this can help improve but that's all after the fact. Goodbye.

Bank manager jeevitaa very rude with customer why westpac not take any action almost every 2 nd person complain her attitude other staff very nice really we miss Patricia she was so amazing, she need proper training in hospitality look like she just arrived Australia

There was no problem with anything at all. People very pleasant and the account was established quickly. They even offered to send him a card to their address since I didn't have an apartment yet

Daniel is exceptionally professional and enthusiastic. He patiently changed my address and phone number.good service

The newly recruited Bank Manager Jeevitha is dishonest and completely disregards the bank’s code of conduct and minimum standards of integrity. Westpac needs to do something about this before it results in regulatory action and reputational damage.

Daniel received us for the opening of our new account. He was very patient and very nice. I recommend this agency!:)

WE LOST $970 when depositing cash at Westpac Townhall. We filled the form to report the problem. It took them 2 days to investigate and informed that they are unable to find the money. It’s not a small amount and until now the banker just informed they raised to management level. When we ask how long does it take, they havent answered our email. Until now we havent received our money back and the banker also didnt reply anything to us. Very very bad customer service and security system. Please be careful and report to AFCA if you have the same issue! I found that i’m not the only person experiencing this issue until now.

I went to open a new account, Charbel is very friendly and immediately helped me. 10 minutes later everything was complete, excellent service.
Thank you

Paige was extremely courteous and helpful. I felt like a valued customer after visiting this branch.

Great customer service. Was assisted by Luigi who was very friendly and patient. He was very knowledgeable and clarified all the questions I had when opening a new account. Highly recommend.

I needed to deposit coins. As it stands, Westpac close its branches at 2: 30pm.

The vending machine at Market St. Branch - closed.
The vending machine at Town Hall Branch - closed.

WHY?

This is why banks have a negative reputation. You know how to charge fees and bleed people of money, yet providing a service? 0/100.

Worst service received.

It seems, the Asian (likely Chinese) young lady who wears glasses wants customer walk away from the branch and she wants customer give a call whatsoever requires instead of visiting the branch.
I almost felt like I was talking with robot. You guys change the location from near world square to the centre of Townhall, I guess it is for attracting people and branding isn't it? Train your staff member first, your staff ruins the service reputation. Horrible!

So empty office, and one of staff were available to see me but she just grabbed my ID and delivered my queries to the staff in and out. Otherwise, she asked me to call to the bank.

I asked if I can see someone for that I can break the fix loan contract but still go ahead with Westpac for flexible rate. She SIMPLY told me to call to the bank because they are just calling and checking to head office although I visit. Well done that you make your team members are so useless. Terrible! I was struggle with finance due to the COVID-19, and you didn't care and want to know why I need to change the condition!

Be careful depositing cash here. The machine swallowed over $1000 and then had to call and lodge an ATM dispute. I would recommend only depositing money in Westpac branches with a teller.

I was depositing money in a smart ATM at Westpac town hall park St on Monday, 27th Jan. After inserting my notes ($145) on the slot the machine got an error saying that there was a problem with some of my notes then it returned my money out but it only returned $95 and not the whole amount. There were no receipt that came out after the error. Then i went back again to that same branch to notify them what happen and also to get a chance to get my $50 back. I told them everything that happened and what ATM that I used and the lady gets my details but just told me that she just emailed her colleague and that they will count the money that's on that ATM and if they find that that ATM has some spare money that's when they will return my money and will notify me today. They had me calling their branch line for 3 days chasing them for an update but nothing was given until I called Westpac customer line were in the representative emailed the manager and within 30mins they fixed the problem and gave my money back.

Best branch ever

friendly staffs and excellent services

I would recommend this branch to everyone