Friend needed to get their income and bank statement translated from Spanish to English to secure a Loan. There were a couple of options out there. Full Translation which costs $500-600AUD or an Extract which Costs $250-$300. My friend ask the bank if they accept an extract copy. And even sent them an example. The bank told him that extracts are fine. So my friend went ahead a paid around $300 to get an extract translation and emailed the bank. 2 days later the bank emailed my friend bank and told him that they can’t accept extract. It needs to be the full translation copy.
He has to now pay another $500 to get a full translation. As this was not his fault, he wants the bank to reimburse him the initial $300. The bank staff that he was dealing with said upper management above them/ different team rejected the extract. And is currently making excuses.
How can he get his money reimbursed? Should he directly go to the bank and speak to upper management? Get the ACCC involved?
What’s the Ozbargin advice?
I'd chase down the banks complaints department. I've had success dealing with CBA's complaints before.