Bank of Melbourne

Complaints

Firstly they blocked my online banking due to a couple of irregular transactions. I contacted the bank and they asked me about 4 transactions on a few different dates and gave me a please explain. I told them I would be happy to if they would unblock my online banking so I could check said transactions against my records. I was told they wouldn't unblock my online banking until I was able to show these transactions were genuine. So there begins my cycle of trying to appease this bank with no help from them what soever. I started getting bombarded with phone calls asking me to verify these transactions which I'm unable to without access to my online banking and without any details of these to go off. I finally got hold of a rep that was slightly willing to help me but needed to prove my identity. Somehow I was unable to prove who I was by answering all my security questions correctly. I know the answers to my security questions as they are mine and only I know know these details. So I was told that I needed to go to a branch to prove my ID. I explained that it is not as easy as that as I am on disability and can't just head to a branch at the drop of a hat. A couple days go by and I head into a westpac branch to do my varyfication which I was told I could go to either a westpac or bank of melb to get this done, only to be told by the customer service rep that I needed to go to a bom branch and they couldn't help me. So having organised time away from my therapy, getting a lift there and being sent away I went back to my residence and phoned the bank. After approx 2 hours on phone being transferred from debt to debt I, explained what happened to be told they couldn't do anything as I needed to go into a branch. Yet again being told I could go to either a westpac branch or bom. Next day the phone calls started again, me having to identify myself for an issue I had no clue about. So I basically told them to stop calling me and close my account. I was then told I needed to go into a branch to do so. These calls continued for the next couple of weeks and were getting more intimidating each time. Then I received a call saying my account is $900 odd and I needed to immediately pay the overdrawn amount or my account would be suspended. I said suspend my account as I told you to close it. Besides how could my account be overdrawn by that amount when I don't have an overdraft on my account. I cannot overdraw 5 cents without being declined and they have allowed $900 odd be overdrawn without my approval, knowledge or any authorisation at all. They told me they were for 4 separate cash and go transactions. I told them I wouldn't be paying any such amount as again I cannot withdraw money I don't have in my account so how is it possible someone else could yet alone on 4 occasions. I was told my account is suspended and I needed to go into a branch to close my account and open a new one if icwanted to continue banking with bom. About a week later after getting 4 calls a day demanding payment I again went to a branch. Only this time the branch was closed for renovations. I again went home and called the bank to explain. Again I was told they couldn't verify me and said I needed to go into a branch. So yesterday I had someone transfer $500 to me but they sent it to my bom account unaware of the issues I was having. So again and still unable to access my account online I went to an atm to withdraw my funds on to be denied. Home again I go, keeping in mind I'm disabled so can't get around all that easily to call the bank. After being on hold for over 2 hours then get transferred to another dept to be on hold for a further 96 mins before I get to speak to someone. This person wasn't too bad and somehow was able to verify my ID by my security questions. He tells me I can't withdraw my funds as I'm $400 odd overdrawn. I again explain my situation and was told he couldn't do anything and I had to go to a branch. But it would be a quick and painless exercise as seeing as he has ID me I just needed to show my drivers license and to get the branch to call them and confirm that it is done. Once confirmed they could clear this mess up and I'd be able to get my funds. So after organising a lift and rearranging my therapy sessions and rescedualling my surgeons appointment I went in the bom watergardens branch. The first customer service rep and I use that term very lightly says she's unable to help me and I had to wait for someone else becomes available to help me. So I wait about 15 mins and a gentleman from the branch approaches me and begins attending to my needs. I give him my ID and bank card and he begins typing away at the computer. After a short while he says he is going to serve another customer while he awaits info from wherever it had to come from. About 30 mins later he comes over and says he's still waiting in an email from wherever. I told him to call said dept as I was told to get the branch to call once I done the ID part. He said to me that they are unable to call as there is no number to call and all correspondence between the branch and whatever dept he needed to contact had to be through email. Another 20 mins or so goes by and this gentleman tells the tellers he is off to lunch. The teller sks what is going on with me as they can see im getting quite agitated and uncomfortable due to my obvious disabilty and he says they're just Waiting for info and off he goes. 45mins goes by and I'm still sitting there. One lady from the branch comes over and says it shouldn't be much longer. I said call them so you can get the answer straight away. I was told it is not possible. So I ring bom complaints dept and get through after about 20 mins. I explained what had happened and the complaints lady tells me to put someone from the branch on the phone. I I go to one of three ladies working there, interrupting their discussion on who is going to lunch next and tell them I have the complaints dept on the line and wants to speak to one of them. One of the ladies says she can't speak on a customer's phone and wouldn't take the call. The complaints lady heard this and asked me to hold so she could call the branch. After 3 attempts she says no one is answering and I said it's cause they are too busy arguing on who is going to lunch next. At this time the branch manager becomes available and I get ushered into her office while I'm still on the phone to complaints. The complaints lady asks me to put my phone on loud speaker so I could hear the convo. They both identify themselves to each other and the branch manager says she'll handle it from here. So I again explain my situation and give my ID to her. She starts tapping away on her computer and says to me, is there anything you need to get done in the shopping centre while she sorts through some information, then makes a call. The person on the other end asks to speak to me so the bm puts it on loud speaker. The person on the other end begins by asking me to identify myself just like they doi when you ring their customer service line. I said your kidding me, I've been here for going on 3 hours for a 2min task and you want to ask me this. When I'm sitting in the branch with the bm doing the exact thing you are now asking me. She then turns her ficus on askingbme about the very transactionsvthey initially wanted answers on and I again say I'm more than happy to help if I couldvavcess my online banking and knew what transactions she was referring to. She tells me that can't.happen until I answer. She then asks about 6 or so different transactions to which I say I can't answer without all the details presented and my info in front of me. She then asks the bm to take it off loud speaker and leave the room so the 2 of them could talk. About 5 mins later the bm come back in and says my onlinne banking is still locked and would remain that way until an investigation is complete for which they couldn't give me a time frame. I'd had enough at this time and said fine give me my $500 deposited the previous day, close my account andvill never bank here again. I was told her hands are tied and she was told nothing could be done until the investigation was complete. Even though the 500 deposit was not part of the original investigation. I told the bm I would be taking this further and got up. I was handed my ID andvcard and was told I can't even close my account yet alone get my funds until investigation is complete. I would estimate the time spent dealing with this unresolved matter to be in excess of 35 man hours either on phone , on hold, going to branches being transferred frombdept to dept not to mention the strain it has put on my health, my recovery and still doesn't count the upcoming appointments I've had to reschedule due to the bom poor handling of their own mistakes and trying to recover funds they released, no one else, they released when not authorised to do so. They are incapable of managing conflict and resoluttion, which I'm guessing arent to high on their list.of priorities in their policies and procedures guidelines that they certainly would have in place but quite obviously don't get trained in to how to put such things into place or motion but focus more towards how to profit more from the ordinary Australian already struggling from what curve balls life throws at them. I want my money deposited the previous day, a written apology and ever person that has dealt with me in this situation reprimanded and retrained in how to professionally handle similar situations and realise that every situation is different and they can't just reley on the outdated text book humanless approach and the damage that can be done to a person's mental health and well-being and to be more receptive to a person's obvious disability and comfort.

On June 11th 2024 at around 0907hrs I became victim to an elaborate credit card scam via text message and my Bank of Melbourne credit card, for the amount of $915.21. When I realised, I immediately contacted the BOM know to put a stop on my credit card to prevent any further loss also to make them aware of the scam and monies taken. After consolation with the staff member we then cancelled the credit card. After speaking to the Fraud department of the BOM they explained that they could not support me by way of a chargeback due to their policy, and our finical relationship with the bank. After pleading with them they offered me a $100.00 voucher for Woolworths which I reluctantly accepted. Please find this an official letter of complaint as I am not satisfied with the outcome under Section 60 of Australian Consumer Law, Due Care and Skill. After speaking to Bank of Melbourne Staff at length they notified me and separately, my husband that they are and were well aware of this particular scam and have had many reports of it in the past week. I was under the impression that Banks were supposed to support their customers, especially when they are aware of such Scams and believe that they have failed in the above due care and skill. The Telstra points redemption scam was elaborate and sophisticated with the secure payment lock on top of the website screen. And when I received the message from Bank of Melbourne stating that I could redeem 915.21 points for what I thought to be $1.00 I thought it to be legitimate. I have attached a copy of the Bank of Melbourne message as it doesn’t say $915.21 (Dollars) as such, just 915.21 which is what the original website said was Telstra points to be redeemed for $1.00. I would kindly ask for a formal remedy to this situation in way of a charge back or refund for the amount taken. I was also advised to ask for your response by close of business on Tuesday 18th June 2024. Yours Sincerely Jacinta and Paul McGregor

Subject: Urgent Complaint Regarding Banker Stephanie Dear Sir/Madam, I am writing to express my extreme dissatisfaction and to lodge a formal complaint against one of your bankers, Stephanie, who serves as my relationship manager. My name is [Your Name], and I was a customer of Bank of Melbourne. My business loan account number is 453697200. In November of last year, I initiated the process of transferring my loan to ANZ Bank. Following the successful transfer, I attempted to contact Stephanie via WeChat to inquire about the closure of my account with Bank of Melbourne. However, despite multiple attempts to communicate, Stephanie did not respond. To my dismay, I later discovered that she had blocked me on WeChat and also blocked my mobile number (+61435186679). I have documented evidence of our communication attempts, and I am deeply troubled by Stephanie's unprofessional conduct. Although I am no longer a customer of Bank of Melbourne, I believe it is unacceptable for a bank representative to refuse assistance and block communication channels based on personal feelings. I urge your department to investigate this matter urgently and take appropriate disciplinary action against Stephanie for her unprofessional behavior. As a former customer, I expect a resolution to this issue and await your prompt response. Subject: Urgent Complaint Regarding Bank of Melbourne Services Meantime，I am writing to express my dissatisfaction and lodge a formal complaint regarding the services provided by Bank of Melbourne. I have attempted to send this complaint via email to complaints@bankofmelbourne.com.au, as listed on your website, but the email bounced back stating that the email address does not exist. Additionally, I have tried calling the complaints hotline at 132266, but unfortunately, no one has answered the call. I find it deeply concerning that there seems to be a lack of accessible channels for customers to address their grievances. As a customer who values transparency and accountability, I believe it is crucial for the bank to provide effective communication channels for addressing complaints. I kindly request that you investigate and rectify this issue promptly. Additionally, I would appreciate it if you could provide alternative contact information or advise on how to proceed with lodging a formal complaint. I await your prompt response and resolution to this matter. Sincerely, leo

Hello I don’t seem to be able to talk with a person .. I don’t have internet set up or more to the point it won’t w me to set up

I had a fraudulent pay Id made from my account to a pay Id I don't even know. My phone was stolen from my house and the pay Id was made with my phone. Now all you had to do was type a 4 digit code and you could get in my account now who ever it was obviously watch me type this code in my phone cause I had to pay a few things. The bank said to me that because they did this on my phone they are not going to pay the $1741 taken out of my account. And when I called Optus to cancel the Sim card that day they told me that my phone got pinged in Gladstone park when I didn't leave my area of Moonee ponds

Have 1 serious issue each with three accounts 1. Latest New Debit card has incorrect 4 digit access number, but works for "Tap-and-Go" under $100 but needed to withdraw cash to pay my carer, I am 70% disabled. 2. Account opened in Feb 24 has 31 shopping debits, but has no card or method to deduct, but has increased in balance ! 3. Last year I reported at attempted scam for $400ish AUD from overseas, card and credit account was then promptly cancelled without notice - on attempting to reactivate this account I was denied, why ? This account was cleared at the end of each month by auto transfer from many years, please explain. As you can imagine I am a very disappointed client, especially when you closed my local BoM, and am now considering my options. We used to have 5 banks in Burwood, now only a Commonwealth shop front service with ATM. Please have a Senior Officer contact me on (03) 9833 3467 (afternoons) ASAP, to resolve the issues, John Caughey

Dear Bank of Melbourne, I wish to provide feedback and explain how you have penalized me for being a loyal customer. My credit card (which I pay in full every month) had a fraudulent charge on it. This resulted in a chain of events occurring to me, which were highly unfriendly as a customer. 1. My card was frozen; I use my card for all activities, and I had to use my savings account (funds that I would normally use to pay my credit card monthly charges)- This resulted in me having cash flow issues at the time that my credit card statement was due. I did not have enough funds to pay my monthly statement. 2. None of my existing and long-term direct debits were transferred across to the new card, even though you have data on my card that explains that I use them every month. So, I have received disconnection notices on all of my insurance and monthly charges. Why couldn't you just honour these Direct Debits and transfer them to the new card? 3. I wasn't able to see my credit card statement (online which is how I pay my bill every month) for the old credit card. Now, all I can see is the credit card statement for all of the new transactions (which has not been generated as yet) however, the charges from the old card balance have transferred over. How do I quality-check the statement? Please send this to me as this is not good enough. 4. You will of by now charged me interest even though I have not received a statement that I find highly offensive and unconscionable 5. why can't you fix these problems with your service and make your customers much happier? I would also appreciate a month's grace on paying my credit card without interest, as I feel you are in the wrong here. 6. I should not be penalised for your inability to keep my bank data safe and secure. Lift your game or I am leaving you

Hi my name is Monica Ivan and I have an account with Bank of Melbourne. Now last week on the 15th I had my phone stolen, now the person that stole my phone had pay id someone $1700 out of my account. I have no idea who would have done this but obviously they saw me type the code on my phone when I had to transfer money out of my savings to my regular account to purchase concert tickets. As soon as I noticed money had gone from my account I was on the phone to the bank just 15mins after it happened. I went to the police and made a report, supplied the police with my account details, pay id details of the fraud, imei number of my stolen phone, email address associated with my bank account. The bank of Melbourne has just informed me that the are not reimbursing me any of my money back! This is absolutely unacceptable and would love for someone to help me get my money back.

Bank of Melbourne have ignored my offer of a final settlement.

I have offered a final settlement sum to clear my credit card account and I have had no reply. A fraud alert was made over a year ago and I have had no communication from the bank