Which Banks Have Been Treating You Well as a Customer?

meong on 14/01/2023 - 21:51
Last edited 16/01/2023 - 18:12

Hi OzBargain,

I would like to hear your suggestions on banks that have been treating you well lately.

I have been using CBA for more than ten years for my everyday banking and despite never having a mortgage with them my main credit card is with CBA. However, lately they have been treating me poorly as a customer such as:

  1. Asking for a chargeback for a pre-purchased in-flight meal of an AirAsia flight. The flight was cancelled due to Covid and international border closure in 2020. CBA said they couldn't provide chargeback because it was due to Malaysian government's decision to ground all flights instead of the airline's decision. Flight ticket was however refunded successfully as it was purchased using a card that was issued by a different bank.
  2. Asking for a chargeback (2nd time ever asking for a chargeback) request for a dispute with a seller due incorrect dimension of a $60 shoe rack and the seller was ignoring me and CBA came back saying that I need to get a "licensed expert to assess my claims". When I asked what kind of licensed expert can assess a shoe rack and the response was an automated email saying I need to send an email to a specific dispute email address which replied with the same automated emails.
  3. Asking about a recent fraudulent transaction alert and not allowed to speak to a person and was redirected to mobile chat app which can take 10-15 minutes to respond per message (so couple of hours just to describe issues and discuss resolutions), the chat person couldn't find the offending transactions despite alert messages sitting in my Netbank inbox.
  4. Advised by CBA to cancel my credit card and when I asked them to provide the list of recurring direct debit messages so I can transfer them to my new card and they refused to provide that and simply advised that I "go through the list of transaction history in Netbank". I mentioned to them that they are obliged to provide the list of recurring direct debits as their banking code of practice and they ignored my chat messages.

Issue #1 and #2 were resolved only after I raised a case with AFCA. Six months after case #1 CBA was made to send an apology letter to its customers for previously rejecting travel-related chargeback claims due to border closures.

Issue #3 and #4 are on its way via AFCA already. However, I feel dirty. I find like I'm wasting time for a financial dispute ombudsman who should have spent more time dealing with more pressing issues like there was a case that a BNPL was ignoring my request to close my account (2+ weeks) despite having no overdue balance/repayments and since I needed it to be done sooner due to an impending mortgage credit check, I had to get AFCA to step in.

Are banks/financial institutions really struggling in the customer service department? Or is it just CBA?

Or am I being an entitled person here? Happy to hear you feedbacks on this.

I feel like I've been using AFCA to deal with basic customer service, or is this why AFCA was created? Because the banks are just terrible these days?

I assumed case #1 and #2 can be challenging to assess as in with many chargeback process, but at least case #3 and #4 I believe should be basic response.

Would be keen to know if you have other banks to recommend as well.

UPDATE #1:
Provided extra clarification to point 1.

UPDATE #2:
Added poll

Poll Options

  • 77
    ING
  • 42
    UP
  • 18
    CBA
  • 16
    Ubank
  • 13
    AMEX
  • 12
    Westpac
  • 11
    Macquarie
  • 10
    ANZ
  • 8
    Bankwest
  • 8
    St George/Bank of Melbourne
  • 7
    NAB
  • 7
    HSBC
  • 7
    Bikies have my money
  • 6
    Mum and Dad/Parents
  • 4
    Bendigo Bank
  • 1
    Heritage
  • 0
    MacBank
  • 0
    Wife/Partner
Financial

Comments

  • orangetrain on 14/01/2023 - 21:52
    +36

    I quit CBA as soon I left uni when they decided to automatically charge me monthly fees with just a general balance and savings account.

    • meong on 14/01/2023 - 21:54
      +1

      which bank is making you stay at the moment?

      • matt-ozb on 16/01/2023 - 01:02
        +9

        ubank

        • Massive Flog on 16/01/2023 - 22:28

          Really? I suppose they're really good if you never need to contact them. I've been trying to call them for over a week to cancel a lost debit card (new card, never arrived in the post… hasn't been activated online by me, so not overly concerned about it).

          Every time I call, the waiting time on hold is estimated to be more than an hour. I don't have time to sit on hold for an hour+. If they let you leave a callback number, it wouldn't be an issue.

        • newbo on 17/01/2023 - 20:32

          Have you checked out their hold times recently?

    • [Deactivated] on 15/01/2023 - 13:08

      How did the bank know that you weren't a student anymore?

      • meong on 17/01/2023 - 11:20

        back then when i was a student, they set the expiry of the fee free period based on your LoA as proof.

        When I extended my course, I had to send them another LoA to prove that I was accepted to the course extension.

    • whatgift on 16/01/2023 - 21:27

      I left them many years ago when they started charging monthly account keeping fees. That situation may have changed, but besides from the thought of having cardless ATM withdrawals (which realistically I don't think I'll ever need) there's no reason to go back to them that I can see.

    • Harold Halfprice on 17/01/2023 - 11:18

      Same here

      I was a student at the time and it should have been free. I had to go to the bank, prove I was a student and they refunded me.

      Except I continued to get fees, so I had to go back and prove I was a student, get refunded except this time I saved them the hassle and got them to close the account.

    • umoddbro on 22/01/2023 - 17:50

      Same with westpac, once I turned 18 they started charging me monthly fees. I closed my account at the branch and opened one next door at NAB.

  • CyberMurning on 14/01/2023 - 21:58
    +56

    Which Banks Have Been Treating You Well
    My wife

    But hard to take money out. Been depositing and not sure the balance…. i see some gucci bags in the house instead….

    • meong on 14/01/2023 - 22:01

      that's the kind of bank that will easily execute any chargebacks providing you return the item to the store

    • legendary-noob on 16/01/2023 - 09:28
      +1

      Gold lol

  • kipps on 14/01/2023 - 22:13
    +19

    I’ve had nothing but fantastic experiences with Macquarie Bank. CBA is very ordinary by comparison.

    • RMBC on 15/01/2023 - 08:38
      +3

      Can second this

    • justdigi on 15/01/2023 - 10:41
      +2

      Yep, Macquarie have been fantastic with their customer service. During business hours their call centre is in Australia too.

    • dbun1 on 15/01/2023 - 21:43
      +2

      Agreed. Macquarie Bank is the best out of the ones I use. CBA is very average.

      BankWest has not been too bad.

    • Maglia Nera on 15/01/2023 - 21:49
      +3

      changed from CBA to MacBank

      can agree with the above, MacBank customer service is x100 times > than CBA's

      you can actually speak to someone on the phone (who is based in Australia) and not told to chat via their messaging system

      • Nillionaire on 16/01/2023 - 01:27

        Do they have the option to chat for those of us who prefer texting over talking?

    • blimpyboy on 15/01/2023 - 23:56

      No, Macquarie is the same as the rest. They now run much of their call centre operations out of the Philippines, and if your issue doesn't match their script, you're basically f***ed, because they don't have a process to help you, and the poor call centre staff (probably being paid peanuts) have no clue how banking should work in Australia.

      I had to report Macquarie to AFCA just to help unblock an account admin request. Sure enough it got them moving, but not what I'd call good service.

  • cookietime on 14/01/2023 - 22:20
    +11

    I'm happy with NAB. I asked for a chargeback once, ended up not needing it as the seller responded soon after that, however the process was easy and the contact person was friendly and helpful. She followed up to make sure that I got a refund.

    I experienced a fraudulent activity recently. I was alerted by the bank's SMS, checked my Internet banking, confirmed that I didn't make that transaction and got a call from NAB within 30 minutes on a Sunday afternoon. That person was also very helpful. Everything was sorted quickly and I got my replacement card within a week. I was impressed as my previous experience with Citibank was awful!

    Our NAB's homeloan advisor is also extremely helpful. We tried to refinance quite a few times but she always managed to keep us with a counter offer. When interest rates were going down a few years ago, she regularly checked our variable rates and applied the best rates for us without us asking.

    We settled a new homeloan recently and the branch manager called us for a friendly chat, offered his assistance whenever we needed. True to his words, we needed help and he sorted it out quickly for us.

    I'm not sure whether most NAB's homeloan advisors and branch managers are helpful as ours, or we're just lucky, but overall we're happy with the service and still haven't been able to move to another bank :)

    • kipps on 15/01/2023 - 12:20
      +2

      I had my NAB debit card blocked and NAB required a call back. The only way to do that was by phone. It took them 1.5 hrs to answer the call (no call back function) for their fraud team, to simply confirm the card was compromised and needed to be replaced. Pretty ordinary.

      Beware NAB cannot do multiple offsets to a home loan either. They also do serious rate creep on home loans - if you’ve been with them for a while you’re likely to be charged a higher rate than advertised for the same product on their website.

      Yes they do fee free monthly banking. And they do cheque deposits by the app by photo, with a relatively good app. But that’s about all they can be commended for.

  • avoidfullprice on 14/01/2023 - 22:27
    +3

    I thought it was pam writing this post

    • meong on 14/01/2023 - 22:30
      +3

      haha are my issues legit or am i being such a pam?

    • Ciderfizz44 on 15/01/2023 - 21:27
      +1

      Did you say Pan?

      • j4ck on 16/01/2023 - 16:22
        +3

        I think I might be able to help with the "Pan" "Pam" dilemma.

    • Drakesy on 16/01/2023 - 17:59
      +1

      @Hellopam/@Screensaver would've been on here with a problem along the lines of

      "Came down with covid and couldn't make it to the bank to deposit $10, they refused to send someone out to serve me. ThE AuDacITY"

  • bobbified on 14/01/2023 - 22:29
    +1

    I can't even remember the last time I went into a branch. Everything of mine has been done online.

    • meong on 14/01/2023 - 22:30
      +3

      all of these were not related to in-branch interactions though…

  • AustriaBargain on 14/01/2023 - 22:58
    +12

    NAB don't charge monthly fees just for having a basic account with them. All my other banks do. I know a few dollars a month isn't a big deal but I think basic banking should be free, considering there's good odds you're going to get an expensive loan with whoever you bank with one day.

    • payless69 on 15/01/2023 - 09:30

      Haven't paid bank fees ever since Morrison started the inquity.
      AMP were the last Sh**heads to try to extort me.
      When Suncorp started they were the best and eventually hit the doldrums but now are under polishing ready to join ANZ if allowed. Would you pay 4.9 billions that has to be extorted from customers again? They bought Citi but really who is happy with them?
      Westpac is really a business Bank, Macquarie had to teach them to restart. Will they ever care about the small guy? StGeorge sort of floats?
      Anybody happy with Bendigo?
      Wonder when ING has to shake off the extra interest?

      • HardQuiz on 15/01/2023 - 13:12
        +3

        Morrison?

        I fail to see the relevance since several banks offered basic fee-free accounts long before. I don’t see the role of the Banking Royal Commission here.

        Also fyi, it was Turnbull not Morrison who established the RC after being pushed by the opposition.

        Makes me wonder, what else is Morrison claiming to be or done.

  • Dlw on 14/01/2023 - 23:15
    +3

    I’ve had positive experiences with ING’s customer service team. St George were hopeless.

  • Kyle-K on 15/01/2023 - 00:22
    +4

    Firstly if you haven't there's a good wiki article that compares good accounts here and here is an annual poll of who OzBargain uses likes the most.

    For me personally I always apply the utility model use multiple banks and use the best one for each product/situation. My banking setup primarily consists of Up and Macquarie currently, and I tend to do a hard look review at least once every six months and change stuff in my setup when appropriate.

    • meong on 16/01/2023 - 18:23

      thank you, i saw the credit card one but didn't know there was a yearly poll for the savings account!

  • Benoffie on 15/01/2023 - 00:32
    +3

    CBA are a nightmare. Issues with them via CommSec. NAB are great. Recently twice assisted kids with ID paperwork to prove they lived at home etc by writing a letter, stamping it etc. Didnt have to and didnt charge for it.

  • Guybrush57 on 15/01/2023 - 01:37
    +22

    The following banks will treat you well as a customer:

    • payless69 on 15/01/2023 - 09:33

      Today Ubank still works but who knows what tomorrow will bring.

  • tabitha731 on 15/01/2023 - 07:32
    +1

    Im with a credit union. I think any credit union, would do a better job than the big 4

    • Save Medicare on 16/01/2023 - 13:39

      What are the benefits of credit unions? There are so many of them, but for example why would I go with your credit union over ubank?

      • salamandersushi on 16/01/2023 - 18:17

        Credit unions are member-owned and pretty sure they're not for profit too…

  • TrustNoBody on 15/01/2023 - 08:13

    ing everyday banking have been good and creditcard is latitude and they have been great with their “insurance “ that i’ve got on the card never had issues claiming

  • xazark on 15/01/2023 - 08:33
    +2

    In all honestly you are likely to hear horror stories from all banks. I dont have a single one I would personally recommend, despite dealing with CBA, Citibank, ING, St George, ANZ, Ubank & Bank of Melbourne over the years.

  • kincho on 15/01/2023 - 08:36
    +3

    Even though they are owned by CBA I have found Bank of West Australia to be fantastic over many years. Great online chat, Australian call centres, no fees, competitive interest rates.

    • RMBC on 15/01/2023 - 08:41

      I've had the opposite experience. They used to be great, however they continue to move down hill. Also there are fees if you dont make the minimum deposit each month.

      Their credit card inclusions arent bad though

  • ribze1 on 15/01/2023 - 09:42
    -1

    Agree with your comment that going to AFCA over all four of those complaints is overkill. I'm surprised CBA hasn't offboarded you.

    I would say that most companies have suffered alot of turnover in their customer service areas so there's likely to be alot of new people, which means customer experience and knowledge will vary. I also suspect understaffing is a problem.

    • meong on 15/01/2023 - 10:44
      +1

      Yeah, hence the comment that i feel dirty.

      Apparently financial institutions get charged a fee for every case that gets logged via AFCA against them regardless whose fault it is.

      • ribze1 on 16/01/2023 - 09:31
        +2

        Yep they do, and it increases the further it escalates (i work in Fin Services). Your four complaints could have easily cost the CBA thousands of dollars in AFCA fees, not to mention the time and resources used in managing them.

        • theleech on 18/01/2023 - 17:47

          They should probably ensure they are doing a better job in the future then.

  • websterp on 15/01/2023 - 10:19
    +8

    Which Banks Have Been Treating You Well as a Customer?

    Bank of Mum and Dad

    • Kangal on 16/01/2023 - 01:00

      Some of us aren't a member :'(

  • Tomcruise on 15/01/2023 - 10:26
    -8

    Number 2 is not what i consider a charge back, that's a consumer issue.

    As for the rest, that's just life now.

    You sound like a customer i would not miss.

    • meong on 15/01/2023 - 10:37

      So even point 4 it is not reasonable to demand the bank to provide me something that they were required by law to provide?

      Point 3 would have been easily resolved had i'm allowed to speak to someone from the fraud unit (it was option 2). The chat person doesn't even have access to see declined transactions.

      I understand point 2 being arguable even though as you can see many people here recommend filing a chargeback via the bank if a seller is ignoring a dispute discussion. However, the issue is not about the chargeback decision, but their requirement on getting "a licensed expert" to assess my claim about a shoe rack. I just wanted them to explain about how I can get such experts and they didn't respond, like nothing at all other than a repeat of the same email over and over again.

  • Noblejoker on 15/01/2023 - 10:36
    +5

    We have a Bendigo Community bank in my town that is excellent - I understand most/all community banks are
    Basically a local community owned company that runs a Bendigo Bank franchise
    The profits are split between local shareholders and community donations

    Being local owned the service and customer interaction is awesome
    Easy to get to know them and they genuinely try to help or explain what they can do for you

    Most products are fine cards, personal loans, accounts etc
    If there is a small fee difference, I am prepared to pay it to have the option of walking into a local branch and talking to a real person who help
    The lending rates can be hit and miss depending on your deets but for everyday banking products they are great

    • Switchblade88 on 15/01/2023 - 12:48

      I've used Bendigo occasionally for the last few years (not as our main account yet) and haven't encountered anything to give me pause. For the actual banking services they've been fine.

      I think the biggest issue was the password being restricted to a maximum of 8 characters, and the 2FA being the stupid VIPAccess app (which I've now got codes via Authy instead with a workaround script).

      If I didn't have to deal with things like cheques I'd probably use Up Bank for everything; which is a subsidiary of Bendigo anyway

  • HelpMeiCantSee on 15/01/2023 - 11:10
    +6

    I’ll never understand why people stick with CBA. they are just awful in so many ways.

    The only way to achieve a resolution with them is to get the AFCA involved!

    As an example, it took them WELL over 6 months to switch my mortgage from them to ANZ. They missed every settlement meeting for months and didn’t even bother giving an excuse. They were so awful they even offered me pretty significant compo to stop pursuing it haha.

    • meong on 15/01/2023 - 12:42

      Speaking of which I at some point had to get AFCA involved because Westpac had missed settlement dates twice (after extension) as well.

    • Ghost47 on 15/01/2023 - 14:58
      +1

      I’ll never understand why people stick with CBA. they are just awful in so many ways.

      I suspect it's because they are the largest and they have a nice app. People really put a silly amount of value on a nice app.

      • meong on 15/01/2023 - 15:37

        Their app is indeed much nicer compared to some other lesser banks

      • blorx on 16/01/2023 - 10:15

        The app is bloated and misses some QoL functions. If this is nice I wouldn't want to use others. I don't particularly rate it.

    • kaleidoscope on 15/01/2023 - 21:57

      I’ll never understand why people stick with CBA

      I use their app and it’s good. They offer an invoicing service for free which is ideal for low volume as it doesn’t cost anything extra.

    • Brianqpr on 16/01/2023 - 12:29

      CBA are actually one of the better banks but they are also huge so of course there are going to be problems and complaints. No bank is immune from this stuff and CBA deal with it better than most.

  • ihbh on 15/01/2023 - 12:58
    -1

    So with 1. You bought a meal and ate it and then you charged back later?

    Do you think that CBA might be glad to see you go?

    • meong on 15/01/2023 - 13:39
      +1

      Who said I have eaten the meal? How could I even eat the meal when the flight was cancelled?

      Flight was cancelled due to Malaysian government grounding all flights but ticket was bought with a different credit card not issued by CBA. Meal options were bought after the initial flight ticket was purchased.

      Flight ticket was refunded easily by the bank in which the credit card was issued from.

      Meal purchase which was definitely cheaper than the ticket itself was not refunded by CBA initially until AFCA was involved.

      I don't care what CBA care about me leaving. I won't make a dent in their customer base despite having all my salary paid to CBA. All I care is a better everyday banking provider than CBA.

      Obviously if CBA were forced to send letters to their customers in Dec 2020 then it must have been on the regulator's naughty list.

      • ihbh on 15/01/2023 - 14:01
        +1

        I understand now. Why don't you edit your post and clarify point 1; as it stands it makes you look a bit like a customer no business wants.

        • meong on 15/01/2023 - 14:07
          +1

          Point 1 updated as per your recommendation.

          • ihbh on 15/01/2023 - 14:20

            @meong: Just say the meal was pre-purchased but not consumed because flight was grounded.

            Then we can all see that this is effectively part of a ticket bundle, which should be refunded if the flight is grounded..

            • meong on 15/01/2023 - 14:38

              @ihbh: Ah i see where the confusion is now

  • brendanm on 15/01/2023 - 14:43
    +2

    Bankwest have always been good to me.

  • sam-1966 on 15/01/2023 - 19:41
    +2

    I will preface my comments by saying I am ex-Westpac and my husband is ex-NAB (we call ourselves a merger…). Both finished with them over 20 years ago.

    When I was involved with the high school P&C, the local Westpac closed and we had limited choices on where to go… as a signatory, I had to get identified at my local (not near the school) ANZ - HOPELESS. At the second branch I went to for getting IDd, I mentioned that we would require internet banking access. The staff member informed me that the account keeping fee would be $10 pm, and internet banking would be $15 pm. We never opened the account. Did get a statement a month later showing us in debit $10.

    I spoke to the business banking manager at my local Westpac and worked out how we could keep the accounts with them and deposit through the local post office. All has been handled superbly and the P&C has been more than happy. We also changed our EFTPOS to them from Tyro - couldn't believe that our fees dropped by around half. Westpac also had a deal that if transactions reduced below a certain amount, fees would drop - perfect for a P&C when certain months have much lower deposits.

    During Covid when transactions dropped to zero, the fees were cancelled - I believe the only bank that did that.

    Also - ANZ closed the branch in the local town and their customers were most unhappy when they realised that they couldn't use the post office for deposits! When AusPost asked the Big4 to pay them for the work they were doing, the other three agreed - ANZ refused…sucks to be them!

  • kaleidoscope on 15/01/2023 - 21:53
    +1

    UP (https://up.com.au/)

    ——-

    Worst banks i’ve been dealt with and would never consider any services from them unless that’s the last or only option.

    Westpac - charges a monthly fee for a chq account… seriously wtf

    Anz - used to work there, what a bs technical stack and getting something done is like asking feathers from a turtle.

    • THICKnSLOW on 16/01/2023 - 10:29

      ANZ used to have pretty decent customer service 20 years ago. Now they compete with the other 3 and very ordinary profit seeking only company.

      Their 'We're here to help' slogan is totally misleading.

    • j4ck on 16/01/2023 - 16:24

      Up are excellent!

    • huuuuugo on 18/04/2023 - 14:01

      I had two really bad experiences with Up, that stand out on an otherwise pleasant experience.
      Once, when I tried registering, they would not approve of any of my ID documents, including passport, driver's license, medicare card etc. It took their support over a month to look into it, and when they asked me to try it again, it suddenly magically worked.
      The second occasion was much worse: due to a bug or something I was unable to access my savings account! I could still transfer money from the spending account into the saver, but not out of it. It took support back and forth messages of about 3-4 weeks before they resolved it. Again, no explanation or anything.

      I would be very cautious putting all my savings on Up. You might end up being unable to access them

  • cheesecactus on 16/01/2023 - 00:42

    Wow, thats pretty horrific treatment.

    I've only done a chargeback once with my Ubank debit card (i assume the same team as nab as all correspondence came from an @nab.com.au email).
    And they were excellent. It was a little bit of a grey area and i wouldn't have been surprised if they argued more, but 100% no issue, sided with me.

    Regarding providing a list of recurring direct debits, i didnt know they were required to do that! Good to know! The only bank who provides it in writing automatically when you cancel a credit card is St George, i was very impressed by that. I assume the rest of that group is the same (Bank of melb, Bank SA and potentially Westpac)

  • Ultimate Gattai on 16/01/2023 - 03:29
    +1

    Heritage, they've been pretty good to me for the most part, I just wish their savings account was more in line with other online savings accounts. I've never had to do a charge back, but when my mother got scammed because someone hacked her E-mail/Ebay account, Heritage was pretty quick and compliant to do it when Paypal wouldn't do a thing about it. Paypal withheld the payment for several days at first and then let it go through, and we rang them within the hour it happened.

    • wallet72 on 16/01/2023 - 11:28
      +1

      +1 for Heritage
      The detected some fraudulent transactions on our account and stopped them, first we knew was when they rang us to let us know.

      They've also been painless with everything else we've had to do with them too, been with them for about 18 years now.

  • gromit on 16/01/2023 - 07:55

    I actually find CBA one of the better ones. If I have an issue I just call my premier banking contact and he sorts it out for me fast. Having said that I am looking at ditching them when I start my new home build later this year as while their service and app is great the fees and rates really are abysmal with CBA.

  • Drakesy on 16/01/2023 - 10:49

    ANZ's been great for me, been with them my entire life.

    Their savings rates are crap though. The only reason i'm still there is they certify my churning credit cards rapidly.

    St george, Macquarie, Westpac i'm all fed up with.

  • fullmetal on 16/01/2023 - 11:31
    +1

    Bank of Mum and Dad (BOMD) is the greatest. It is the top 10 mortgage lander in Australia.

  • RolandWaites on 16/01/2023 - 12:09
    +1

    Great Southern Bank (formerly Credit Union of Australia). Good interest rates. No complaints. Disgruntled at CBA after they began charging me a customer fee after 25 years.

    • chartparker on 16/01/2023 - 20:27

      I've had good experience with both GSB and Westpac. ANZ not so much.. CBA behind them and HSBC was the worst of the lot

  • Brianqpr on 16/01/2023 - 12:26
    +2

    AFCA costs the banks money (AFCA case management fees) whether they win or lose so the bigger ones like CBA will often pay out the lower value claims once it goes to AFCA. It doesn't mean that they accept or agree with your complaint, its just cheaper and easier. In many cases the AFCA outcome would go in their favour but its cheaper just to resolve commercially and not spend the time and AFCA case fees involved. The AFCA system is heavily skewed towards customers, as the banks would have to pay a few thousand dollars to AFCA even to be told they did nothing wrong if the case goes to a determination. AFCA is completely free to customers.

    Case managers working for banks dealing with AFCA complaints often get paid around $150k so you are keeping them in quite well paid work by referring cases to AFCA. Only likely to increase with a developing culture of nobody taking responsibility for their own actions (example, sending money to a scammer and then trying to blame the bank for allowing it to happen).

    • gromit on 16/01/2023 - 12:33
      +2

      Case managers working for banks dealing with AFCA complaints often get paid around $150k so you are keeping them in quite well paid work by referring cases to AFCA. Only likely to increase with a developing culture of nobody taking responsibility for their own actions (example, sending money to a scammer and then trying to blame the bank for allowing it to happen).

      seems we can't go a week without someone on ACA/news.com.au/abc etc claiming how unfairly they are being treated by the big banks when they fell victim to a scam and the bank didn't reimburse them. I don't get the mindset where people think someone else has to stump up for your mistakes, it is sad and yes the scammers are scumbags, but in the end it isn't the banks fault you gave the scammer the money.

      • Brianqpr on 16/01/2023 - 12:36
        +1

        Exactly, there's not a lot the banks can do if a legit accout number is provided for the transfer by a customer. Banks have no way of knowing if its a scammer or not. Scams and fraud are a huge and increasing problem in banking.

  • Brianqpr on 16/01/2023 - 12:34

    On the subject of AFCA, it covers more than banks. It also handles super funds, financial advice, investment funds, share brokers and even crypto complaints.

    AFCA exists to protect customers and is somewhere people can go without needing to pay for a lawyer as of course many people cannot afford this. It is a good thing overall but is far from perfect in how it is run and in some of the outcomes it produces. It would be good to have something similar in other areas of the economy where rip offs and con artists are far more common such as real estate, tradies etc.

  • ytthr on 16/01/2023 - 12:36

    Westpac chargeback just sends the same automated emails again and again, fortunately going to AFCA gets the dispute resolved.

  • LoserScott on 16/01/2023 - 13:51

    Police banks a pretty decent bank, community first would be the worst on customer service.

  • drfuzzy on 16/01/2023 - 15:12
    -4

    Your issues centre around an inflight meal and shoe rack of the wrong size.
    You have identified the solution as shifting banks.
    You have not identified practising resilience and improving life skills.

    • meong on 16/01/2023 - 15:22

      Maybe practice more on your comprehension skill… As it was not the main issue i was highlighting.

  • Smol Cat on 16/01/2023 - 15:32
    +2

    The only good 'bank' I have consistently had good experiences with is AMEX. Great credit cards, but that's about all they do so I don't know if it counts.

    • eatcroissants on 17/01/2023 - 16:45
      +2

      Second this about AMEX

      Charge back is easy.
      App is nice.

      When you call their customer care, the wait time is almost none.

      • Smol Cat on 17/01/2023 - 17:28

        Yes I only realised how good AMEX were in comparison when I tried calling CBA last week about a technical issue during one of my CC applications. Was initially told by the switch board lady 20 mins. I waited on the phone for 80 mins before someone picked up. Was beyond a joke.

        Tried calling them today and the ETA was over 1 hr, hang up immediately. I'm not even going to bother progressing this application given how bad their phone service is.

  • Trying2SaveABuck on 16/01/2023 - 16:06
    +1

    im personally not a fan of CBA or any of the Big Four

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