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BankSA

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BankSA, also known as the Bank of South Australia, is a trusted regional bank with the largest branch and ATM network in SA, serving one in four South Australians. As part of the Westpac Group, it combines local, community-focused service with the scale of a big four bank.

Customers can access support through multiple channels:

• Phone support for personal, business, and internet banking.
  
  
• In-branch service across SA and NT.
  
  
• Online banking secure messages and feedback forms.
  
  
• A 24/7 virtual assistant (“Sam”) in the mobile app.
  
  

While BankSA earns praise for friendly local service and face-to-face branch support, some customers report frustrations with online banking glitches and call wait times. To back its promise of fair treatment, BankSA even offers a dedicated Customer Advocate to step in if standard support falls short.

Consumers have raised recurring issues with BankSA, often echoing sister banks like St.George and BoM:

• Online & mobile banking problems – lockouts after system changes, glitches in account access, and “buggy” app performance.
  
  
• Slow payments & transfers – occasional delays compared to near-instant competitor transfers.
  
  
• Customer service responsiveness – long hold times, confusing menus, and inconsistent information from phone agents.
  
  
• Account closure/document delays – customers waiting weeks for closure letters or payout confirmations.
  
  
• General frustrations – slow deposit clearing, repeated ID verification, and being bounced between channels.
  

BankSA offers multiple support options:

• Phone Support (General Banking):
  
  • Call 13 13 76 (8am–8pm, 7 days).
  • From overseas: +61 2 9155 7850.
  • Phone Banking: 13 33 22 (24/7)
  • Business Banking: 1800 804 411 (weekdays).
  • Lost cards: 1800 028 208 (24/7)
    
    
• In-App Chat & Virtual Assistant: Use “Sam” in the BankSA mobile app for instant help. The “Connect” feature lets you request a callback while skipping some security steps.
  
  
• Branches: Visit in person for account issues, loan support, or identity verification.
  
  
• Online Feedback/Complaints: Lodge complaints or compliments securely via the online form.
  
  
• Specialised Support: For financial hardship, call 1800 679 461 (BankSA Assist).
  
  
• Social Media: Message @BankSA on Facebook or Twitter for assistance or updates.
  
  

💡 Tip: Call early in the morning to avoid long queues, and have your Customer Access Number (CAN) ready for faster verification.

• Fraud Money Back Guarantee: BankSA refunds customers for unauthorised transactions if reported promptly and customer negligence isn’t involved.
  
  
• Fee Refunds: Bank errors or overcharges are corrected and refunded once raised.
  
  
• Account Closures: Transaction accounts can be closed via phone or branch. No fees, but term products may incur early withdrawal penalties. Always request a written closure confirmation.
  
  
• Transaction Disputes & Chargebacks: Customers can dispute charges through Visa/Mastercard processes, with provisional credits applied during investigation.
  
  
• Cooling-off & Refunds for Products: Insurance and financial products often include 14-day cancellation windows.
  
  
• Complaint Resolution Policy: BankSA pledges to acknowledge complaints within 1 business day and resolve within 5 days where possible. Complex matters are handled by a Customer Solutions Manager and may escalate to the Customer Advocate or AFCA if unresolved.
  
  
• Accessibility: Services include interpreters, braille/large-print materials, and support for customers with disabilities.