Beyond Bank helps Marcy close her account
Marcy needed to close her account with Beyond Bank. Her bank account was tied to her salary sacrifice arrangement with her previous employer. Now that Marcy was starting a new job, she no longer required the account. However, when Marcy called Beyond Bank to have her account closed, her request went seemingly unheard. After trying herself for months, Marcy decided to use Ajust. Within a few weeks, Marcy’s account with Beyond Bank was finally closed.
Bank account to be closed
With her previous employer, Marcy had a salary sacrifice arrangement which was tied to a Beyond Bank transaction account. Each time she was paid, a portion of her salary went directly towards paying off her electric blue Vespa. The arrangement was perfect and worked just like clockwork.
Marcy had been with her previous employer for about 4 years and decided it was time to try something different. She spoke with a few recruiters and after three interviews, she scored a job as a store manager for Aesop. This was very exciting for Marcy. She’d worked in retail her whole life and was proud to now be working for an iconic Australian brand.
Like any life change, there was some admin that Marcy needed to take care of. She completed the paperwork for her new employer and provided her bank details and tax file number.
Now that she had finished with previous employer, the salary sacrifice arrangement ended. Given that her Beyond Bank transaction account was used only for the salary sacrifice arrangement, it was no longer required. Marcy had no need for the account and made the logical decision to close it down.
Bank account still open
When Marcy first spoke to a Beyond Bank customer representative, they were seemingly helpful and agreed to her request. They advised Marcy that they had closed the account.
Unfortunately when Marcy got off the phone with Beyond Bank, she logged onto internet banking and could see that her account was still open and active.
Marcy tried to contact the bank again, but even after multiple attempts she still wasn’t able to close her bank account. She seemed to think something more significant was going wrong as this back and forth went on for many months.
During the time that Marcy was trying to resolve her complaint directly, she was still receiving emails from the bank about her active account. Marcy is a very patient person but even she was starting to become rather frustrated. She was tired of calling the bank, repeating her story and being promised a solution, only to find that her simple request wasn’t completed.
Having felt that she’d exhausted her current approach, Marcy decided to do some research to see if there was a better way that she could resolve her issue. Luckily, she came across Ajust’s article about bank complaints. Energised by the prospect of a fast resolution, Marcy was quick to make her complaint using Ajust’s resolution platform. She explained her situation, including the steps she’d already tried and provided information so that Beyond Bank could contact her to resolve the issue once and for all.
You might be thinking, what is a salary sacrifice arrangement?
Salary sacrificing (sometimes known as salary packaging) is an arrangement between employees and employers that allows employees to sacrifice part of their salary in return for benefits of a similar value, such as a car, technology or additional superannuation.
The basic principle is that an employee pays less tax overall, as some of their pre-tax salary has been sacrificed for a different form of compensation.
For more information, take a look at the ATO’s page about salary sacrificing.
“I wish I knew about you before”
Once Marcy submitted her complaint through Ajust’s resolution platform, Beyond Bank was quick to get started on working through the issue.
There was some back and forth between Marcy and Beyond Bank over the next few weeks. However the conversation was always constructive and Marcy was confident that this time, they really were working towards a resolution.
Finally, Marcy received the formal notice that her account had been closed. Her issue was solved! After many months of trying, Ajust was able to help resolve the issue in 23 days.
Marcy left a note about her experience: “Thank you Ajust, this complaint was finally finished after 6 months of me following up to only weeks with your assistance. I wish I knew about you before.”
The Ajust team is glad that Marcy came across Ajust’s resolution platform. We always enjoy hearing that everything works out in the end, as it did for Marcy.
All the best for your new job, Marcy!
Editor’s note: We’re always excited to share the experiences of consumers that have used Ajust. This Consumer Story is based on a real complaint made through our platform. But we’ve changed some details to protect the consumer's personal information and make the story more enjoyable for our readers.
Resolve your issue the easy way
Take the effort out of making a complaint. Ajust sends the right details to the right place – so you get the right outcome.
Issues We Solve
Read about the issues consumers are facing. Have a different issue? You can still make a complaint.
