Credit Woes and Unexpected Calls: An Aussie Tale

2

Speaking on the condition of anonymity, Brian* shared his story, highlighting particular incidents caused by Bankwest that left a significant mark on their financial health. In desperate times,Brian arranged to pay an additional $1100 monthly to catch up on his mortgage, but the bank still reported missed payments, tumbling his credit score severely.

The resulting bad credit has stalledBrian's opportunities to refinance to more favorable terms. "This case demonstrates a larger tendency among banks,"Brian stated, "to complicate customer transitions to more affordable rates, which I see as a form of predatory banking."

Compared to his experience with HSBC,Brian noted that while he has similar hardship accommodations for another property with them, they have never marked a payment as missed. This inconsistency amplified his distress regarding Bankwest's practices.

Back in March, an unexpected call from Bankwest to his wife regarding an $8000 outstanding debt left the family in anxiety, as his wife feared losing their home. The emotional impact was profound, as she was not the one familiar with their financial dealings.

Efforts to resolve the issue were met with an unfortunate incident where they received a letter from Bankwest declining a request for financial aid-a request whichBrian insists they never submitted. "It just added to the whirlwind of confusion," he said.

Brian's experience is further compounded by the launch of a complaint with the Australian Financial Complaints Authority (AFCA). Although the complaint acknowledged Brian had enough notice on the impact of his credit report, the abrupt nature of the call was deemed inappropriate. Bankwest was advised to consider compensating $1000 for the distress caused by the call.

A Bankwest representative, in response to requests for comments, emphasized their adherence to financial regulations and the emphasis placed on explaining the implications of hardship arrangements. "Our goal is always to communicate clearly with customers," they stated, outlining safeguards for customers considering various financial options.

This shell of events shuttered Melbourne’s landscape further with Bankwest closing its only branch in the city, leaving personal consultations out of reach, and forcing reliance on remote communication lines.

Reviewing other analysis such as the report by Jeremy Piper in NCA NewsWire, and based on insights in Sarah Sharples' expose in News.com.au, customers like Brian are testing the industry’s harmony with customer welfare policies during economic volatility.

Brian's case serves as a reminder of the ripple effects of financial behaviors and policies on everyday lives, underscoring the persistent struggle for transparency and fair treatment in banking.

Published:Saturday, 26th Oct 2024
Source: Paige Estritori

Share this news item:

Finance News

Clear

Westpac Divests Auto Finance Loans to Resimac Group

16 Oct 2025: Paige Estritori

In a strategic move to concentrate on its core banking operations, Westpac Banking Corp has announced the sale of its auto finance loan book to non-bank lender Resimac Group. The transaction is valued between A$1.4 billion and A$1.6 billion and is expected to be completed by the first half of 2025. - read more

ANZ Bank Penalised A$240 Million for Regulatory Misconduct

16 Oct 2025: Paige Estritori

In a significant development within Australia's banking sector, ANZ Bank has agreed to pay a record-breaking A$240 million fine for a series of regulatory breaches. This penalty, imposed by the Australian Securities and Investments Commission (ASIC), underscores the importance of compliance and transparency in financial institutions. - read more

ASIC Commences In-Depth Review of Motor Vehicle Finance Practices

16 Oct 2025: Paige Estritori

The Australian Securities and Investments Commission (ASIC) has embarked on a thorough review of the motor vehicle finance sector, aiming to bolster consumer protections and ensure industry-wide compliance with responsible lending obligations. This initiative is particularly focused on the experiences of borrowers in regional and remote areas, including First Nations communities. - read more

ASIC Initiates Comprehensive Review of Motor Vehicle Finance Practices

08 Oct 2025: Paige Estritori

The Australian Securities and Investments Commission (ASIC) has commenced a thorough review of the motor vehicle finance sector, aiming to bolster consumer protections and ensure industry-wide compliance. This initiative is particularly focused on the experiences of borrowers in regional and remote areas, including First Nations communities. - read more

Macquarie Transfers $1.5 Billion Car Loan Portfolio to Allied Credit

08 Oct 2025: Paige Estritori

In a significant development within the Australian financial sector, Macquarie Group's Banking and Financial Services division has agreed to sell a substantial portion of its car loan portfolio, valued at $1.5 billion, to Allied Credit. This transaction involves over 50,000 car loans and is expected to be finalised by the fourth quarter of 2025. - read more

Click for more Finance News