Need to contact

Bank of Melbourne

and make sure they reply?

Bank of Melbourne (BoM), a regional bank part of the Westpac Group, offers comprehensive customer support combining modern convenience with local Victorian service. Customers can access phone banking (13 22 66), secure online chat, and numerous branch locations across Victoria.

Phone support typically operates from 8am–8pm weekdays, with weekend hours available too. Specialised services include a dedicated line for lost cards (1800 772 266, 24/7), business banking (13 82 66), and financial hardship assistance (1800 600 266).

BoM emphasises personal customer service but struggles with consistency, reflected by a mixed reputation online. Common customer frustrations include long wait times, inconsistent online support, and internal communication issues. However, backed by the robust processes of the Westpac Group, BoM provides structured pathways for complaint escalation, including an internal Customer Advocate.

The top concerns raised by Bank of Melbourne customers include:

• Long Wait Times: Customers frequently experience excessive hold times on the primary support line (13 22 66), sometimes over an hour, often without reaching a resolution or getting callbacks.
  
  
• Online Banking Difficulties: Users report technical issues accessing secure chat or logging into online banking, compounding frustration when urgent help is needed.
  
  
• Delayed Problem Resolution: Repeated follow-ups and slow responses are common, with customers regularly describing issues as unresolved until escalated significantly.
  
  
• Administrative Errors & Miscommunication: Issues such as unreleased property titles after loan settlements, misclassification of accounts, and inconsistent information across departments are common complaints.
  
  
• Complaint Handling: The complaints process itself can become complicated, with customers facing unclear communication, missed callbacks, and requiring escalation to the external ombudsman (AFCA).
  

While Bank of Melbourne staff often provide friendly, helpful service, inconsistency and communication gaps remain persistent pain points.

You have several effective ways to reach Bank of Melbourne support:

📞 Phone Banking (General enquiries):

• Number: 13 22 66 (7 days, typically 8am–8pm weekdays)
  
• Tips: Have your Customer Access Number (CAN) or card number ready to speed up verification. Use the automated system for basic tasks like balance checks 24/7.
  
  

🔐 Mobile App & Internet Banking Chat (Recommended):

• Benefits: Shorter wait times due to identity verification through your login.
  
• How-To: Log in → Tap “Contact Us” → Choose the support topic. Often connects in under 10 minutes.
  
  

🏦 In-Branch Assistance:

• Locations: Dozens across Victoria, with some offering extended hours or SmartATMs.
  
• Use for: Complex issues, loan settlements, identity verification, or account closures.
  
  

✉️ Online Enquiry & Email:

• Online Form: Submit general enquiries through BoM’s website form; they’ll respond via email or phone.
  
• Complaints Email: bomcustomersolutions@bankofmelbourne.com.au (used mainly during complaint resolution).
  
  

📚 Phone Directory (Specific Departments):

• Access specialised numbers for lost cards (1800 772 266), business banking (13 82 66), or financial hardship (1800 600 266).
  
  

🌐 Social Media (Limited Use):

• Facebook or Twitter for general queries only; sensitive issues directed to secure channels.
  
  

🌍 Accessibility & Interpreter Services:

• TTY via National Relay Service: Call relay officer at (03) 8536 7889.
  
• Interpreter Service: Request through main customer service number.
  

Important Bank of Melbourne customer policies include:

• Account Closure: Most accounts can be closed without penalties (except some loans or term deposits). Monthly fees may be refunded pro-rata upon closure at BoM’s discretion.
  
  
• Fee Refunds: BoM occasionally waives or refunds fees upon polite request, especially for one-off issues.
  
  
• Service Cancellation: Processes in place for cancelling accounts, cards, or terminating loans early. Home loans have a standard discharge fee (around $350), typically processed within 15 business days once documentation is received.
  

• Complaint Handling: Complaints resolved typically within 5 business days, escalated internally if unresolved, and ultimately reviewed by a Customer Advocate or AFCA after 30 days.
  
  
• Privacy & Security: Robust privacy policies, with a Fraud Money Back Guarantee for unauthorised online or phone transactions.
  
  
• Financial Hardship & Vulnerability: Specialist teams offer tailored assistance for financial hardship or vulnerable customers, including fee waivers or payment plans.