Still waiting on a

Bankwest

refund?

Bankwest customers can claim refunds under specific conditions:

• Unauthorised Transactions: Charges you didn’t approve or fraudulent activity qualify for refunds if promptly reported and you haven't contributed to the loss (e.g., sharing your PIN).
  
  
• Billing Errors & Duplicate Charges: Mistaken charges, duplicate payments, or billing after cancellation qualify for refunds through Bankwest’s dispute process.
  
  
• Goods or Services Not Delivered: You can dispute transactions for items/services paid for but never received or delivered significantly different from described.
  
  
• Insurance & Fee Refunds: Bankwest offers special refunds like a 21-day cooling-off period on new insurance policies or partial refunds of Lenders' Mortgage Insurance if home loans end early.
  
  

Important Exclusions:

• Change-of-mind or buyer’s remorse not covered.
  
  
• Payments via bank transfer or BPAY aren’t eligible for chargebacks.
  
  
• Time Limits: Must typically dispute within 30–120 days from transaction.
  
  

Act promptly, and ensure you meet these criteria for a smooth refund process.

Follow these clear steps to confidently submit a refund request:

1. Double-Check the Transaction:
   Use the Bankwest app or online banking to confirm the transaction is genuinely incorrect or fraudulent.
   
   
2. Contact the Merchant (if applicable):
   If it’s an authorised but problematic purchase, first attempt resolution directly with the merchant. Document this communication.
   
   
3. Report to Bankwest – Initiate the Refund Claim:
   
   
   • For unauthorised/fraudulent charges, immediately call Bankwest on 13 17 19 (24/7 support).
     
     
   • For other disputes, either:
     
     
     • Call the support line (13 17 19), or
       
       
     • Complete and submit the Transaction Dispute Form available on Bankwest’s website.
       
       
4. Provide Supporting Evidence:
   Prepare documents like receipts, emails, invoices, or chat records to substantiate your claim.
   
   
5. Submit and Follow Up:
   Bankwest investigates your dispute, liaising with the merchant’s bank. You'll receive a reference number for tracking.
   
   
6. Card Replacement (Fraud cases):
   Bankwest will cancel compromised cards immediately, issuing digital replacements promptly, followed by physical cards within 10 business days.
   
   
7. Receive Your Refund:
   Upon successful investigation, Bankwest credits your account. Unsuccessful claims are clearly communicated.
   

Tip: Use Bankwest’s mobile app messaging for swift updates and convenient support.

• Typical Timeline: Most refunds resolve within 21–45 calendar days.
  
  
• Simple Issues: Often refunded within a few days or weeks.
  
  
• Complex Investigations: Can take the full 45 days, occasionally longer if merchant disputes.
  
  
• Fraud Cases: Usually processed quickly with provisional credits, though formal investigation continues.
  
  

Remember: Bankwest will communicate clearly, keeping you informed throughout.

Bankwest refunds are straightforward and convenient:

• Original Payment Method: Funds typically credited directly back to your Bankwest debit or credit card.
  
  
• Closed Accounts: Bankwest contacts you to arrange alternative bank account details for refunds if your original account is closed.
  
  
• Temporary Provisional Credits: Occasionally, temporary refunds (conditional credits) provided while disputes are investigated, though not guaranteed.
  
  
• Electronic Refunds Only: Bankwest refunds via direct credits; cheques or cash refunds are generally not provided.
  
  

Refunds appear seamlessly in your account or card, clearly communicated by Bankwest.

Common issues customers face and how to avoid them:

• Missing Time Limit:
  Report promptly within 30–120 days to maintain refund eligibility.
  
  
• Insufficient Documentation:
  Keep comprehensive records to support your claim and respond swiftly to any Bankwest requests.
  
  
• Not Contacting Merchant First:
  Attempt merchant resolution first when applicable, documenting your efforts.
  
  
• Customer Negligence (Fraud):
  Protect your card and PIN diligently. Negligence can void refund rights.
  
  
• Merchant Challenges Successfully:
  Be aware refunds can be reversed if merchants provide sufficient counter-evidence.
  
  
• Process Delays:
  Patience is required. Refunds can take the full timeframe. Regular follow-ups help manage expectations.
  
  
• Technical Hiccups:
  If one support channel stalls, proactively use alternatives like the app, phone, or internal complaints procedures.
  
  

Awareness of these issues prepares you for smoother experiences.