Need to contact

Bankwest

and make sure they reply?

Bankwest, part of the Commonwealth Bank of Australia group, provides accessible and attentive customer support through multiple channels. Customers can reach Bankwest’s 24/7 phone support, secure in-app messaging, and online BankMail services to handle banking queries effectively. For face-to-face assistance, selected Bankwest branches (mostly in WA) and Bank@Post at Australia Post outlets are also available.

Bankwest is consistently praised for customer service, achieving high customer satisfaction scores, most notably an 86.6% satisfaction rating for home loans as of 2024. With a strong commitment to making banking simple, friendly, and approachable, Bankwest actively ensures customers feel supported through phone, digital, and limited in-person channels.

Common concerns customers report with Bankwest include:

• Long Wait Times & Call Transfers: Customers often cite extended phone hold times or transfers between departments, causing frustration and repetitive explanations.
  
  
• Online Banking & App Frustrations: Recent app updates have received criticism for usability issues, occasional technical glitches, and missing features, prompting some users to revert to web banking.
  
  
• Branch Access & Closures: Bankwest’s decision to close many physical branches (particularly in WA) has inconvenienced customers accustomed to in-person service.
  
  
• Account Access & Security Holds: Some customers report unexpected account freezes or card restrictions for security reasons, occasionally without clear communication, leading to multiple support interactions.
  
  
• Fees or Unexpected Charges: Miscommunications or unexpected changes (like mortgage offset removals or misunderstood terms) have resulted in surprise charges and customer dissatisfaction.
  
  
• Customer Service Etiquette: Isolated incidents of perceived rude or unhelpful interactions highlight occasional inconsistency in customer service quality.
  
  

While Bankwest actively addresses feedback, awareness of these common issues helps customers proactively communicate and resolve problems.

Bankwest provides several convenient support channels to address your banking needs:

1. Phone Support (24/7)

• Call 13 17 19 within Australia, or +61 8 9449 2840 internationally (charges apply).
  
  
• Toll-free within Australia: 1800 650 111.
  
  
• Prepare your customer number and security details for identity verification.
  
  

2. Secure In-App Messaging

• Log in to the Bankwest app and select "Message Us" for convenient, wait-free customer support, available anytime.
  
  

3. Secure Online BankMail

• Access secure messaging through Bankwest online banking’s "BankMail" for non-urgent enquiries or to submit documents securely.
  
  

4. In-Person or Postal Support

• Visit selected Bankwest branches in WA, or use Bank@Post at Australia Post for basic transactions like deposits or withdrawals.
  
  
• Postal correspondence: PO Box E237, Perth WA 6841.
  
  

5. Specialized Hotlines

• Financial hardship assistance: Contact Bankwest’s dedicated support line.
  
  
• Hearing or speech-impaired customers: Use the National Relay Service (NRS) to communicate with Bankwest.
  
  

6. Complaints & Feedback

• Lodge a complaint via phone, secure message, or through Bankwest’s online Complaints Form.
  
  
• Call 1800 650 111 to provide feedback or compliments directly.
  
  

Tip: If phone lines are busy, Bankwest app messaging often provides quicker responses.

Understanding Bankwest’s key customer policies ensures smooth banking:

• Refunds for Unauthorised/Faulty Transactions: Bankwest adheres to Visa/Mastercard Zero Liability policies. Report fraudulent or incorrect transactions promptly to seek refunds or chargebacks through Bankwest’s Transaction Dispute Form.
  
  
• Returns & Purchase Protection: Certain Bankwest credit cards provide complimentary insurance covering loss, theft, accidental damage, and extended warranty on eligible purchases.
  
  
• Account Cancellation Policy: Standard deposit, transaction, and credit card accounts can be closed easily via the app or phone without exit fees. Loans or term deposits require direct contact for closure instructions.
  
  
• Cancellation of Services/Subscriptions: Stop direct debits or recurring payments by contacting merchants directly, with Bankwest support available if merchant cooperation fails.
  
  
• Price Match & Rate Adjustments: Bankwest has no formal price-match policy but may offer discretionary rate adjustments or fee waivers upon customer request, especially for home loans or competitive situations.
  
  
• Shipping & Card Delivery: Bankwest typically mails debit or credit cards within 5–7 business days, offering digital cards immediately in-app during replacements.
  
  
• Refunds of Fees & Charges: Bankwest may provide discretionary refunds or waivers for fees as a customer courtesy, especially first-time or bank-error situations.
  
  
• Complaints Handling: Bankwest acknowledges complaints within one business day, resolving most quickly. Unresolved complaints can escalate to the Australian Financial Complaints Authority (AFCA).
  
  

These policies are detailed fully in Bankwest’s official Terms and Conditions and Customer Charter.