Need to contact BankSA and make sure they reply?
BankSA customer support overview
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.
Common BankSA customer issues and complaints
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.
How to contact BankSA customer support
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.
BankSA key customer policies: refunds, returns, cancellations and more
- 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.
BankSA complaints submitted through Ajust
I spent weeks trying to contact BankSA to complete a simple Verify ID request. I called multiple times, got conflicting advice, and was told my account would be suspended instead of being helped. I wasted a full day on the phone and still couldn’t reach someone who could actually fix the issue. It felt impossible to get clear, human support when I needed it most. - Ira
Every time I tried to contact BankSA with a complaint, I was either left on hold or hung up on. I only found out my credit card was refused after getting a threatening letter, and when I called to sort it out, no one would listen or pass me to the right person. Getting basic information felt far harder than it should be. - Judith
I tried repeatedly to contact my local BankSA branch just to make an appointment, but there was no direct number and no way to speak to a real person. After being transferred around, I was even put through to a complete stranger. With long travel involved, all I wanted was confirmation, but the lack of contact and empathy was exhausting. - Anne
While overseas, I was locked out of my BankSA internet banking and had no way to contact the bank for help. The app was inaccessible and calling was my only option, but I had no phone credit. I was left without access to my money, alone and scared, simply because there was no alternative way to get in touch. - Laura
Recent experiences with BankSA customer service
Positive: A branch manager stayed past closing to fix a cheque error for a property settlement, leaving the customer impressed by BankSA’s personal touch.
Negative: Customers frustrated by delays in receiving account closure letters found resolution only after escalation to higher-level managers.
Positive: Fraud team resolved unauthorised credit card charges quickly, providing refunds within 48 hours and dispatching a replacement card promptly.
Official BankSA Customer Service Links & Contact Information
- Contact Us Hub: banksa.com.au/contact-us
- Phone Directory: Full list of support numbers
- Complaints & Feedback Form: Secure online complaints form
- Customer Advocate: Your Customer Advocate
- Branch & ATM Locator: Find a branch/ATM
- Accessibility Services: Accessibility support
- Help & FAQs: banksa.com.au/help
- Online Banking Support: banksa.com.au/online-services
- Financial Hardship Assistance: BankSA Assist
BankSA Contact FAQs
How can I contact BankSA customer support and which option is fastest?
You can contact BankSA by phone, app, branch visit, or online message, but phone or in-app support is usually fastest for urgent issues. Calling early in the morning reduces wait times, and the mobile app’s virtual assistant can handle simple tasks instantly. For complex issues like account closures or disputes, phone support or a branch visit typically leads to quicker resolution. Having your Customer Access Number ready can significantly speed up verification and help avoid delays.
What are the most common problems BankSA customers experience?
The most common BankSA customer issues involve online banking glitches, slow payments, and long customer service wait times. Customers often report app lockouts after system updates, delayed transfers, and inconsistent advice from phone agents. Administrative delays, such as waiting weeks for account closure letters or payout confirmations, also cause frustration. These issues are not unique to BankSA and are similar to complaints raised about other Westpac Group banks.
What should I do if BankSA doesn’t resolve my issue or complaint?
If standard BankSA support doesn’t resolve your issue, you can escalate it to the BankSA Customer Advocate. This service exists to ensure fair treatment when normal complaint processes fail. BankSA aims to acknowledge complaints within one business day and resolve them within five days where possible. If the issue remains unresolved after escalation, customers can take the matter to the Australian Financial Complaints Authority for independent review.
Does BankSA refund money for fraud, errors, or disputed transactions?
BankSA refunds unauthorised transactions under its Fraud Money Back Guarantee if they are reported promptly and no customer negligence is involved. Errors or overcharged fees are corrected once raised, and transaction disputes can be lodged through Visa or Mastercard chargeback processes. Provisional credits may be applied while investigations are underway. Acting quickly and keeping records improves the chances of a faster refund outcome.
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