Westpac Branch Cairns

Rude and unhelpful
Jun 16th, 2022

Today I waited in the foyer of Westpac Lake Street from about 9:05am until about 9:30am, until an employee walked past and told me it was closed this week due to Covid. The entire time I was standing there, there were employees inside who could have told me, and some even walked past me to enter through the doors without telling me. The person who eventually told me said that it was on a sign outside, which I briefly checked before waiting. The sign still clearly displays opening hours and is not obvious at all. So then I walked to Cairns Central branch to ask a very simple request. I wanted a printout of transactions from account conception a few years ago. The person who served me looked at me like I was stupid, and I had to explain twice that downloading the online statements wasnt convenient for me because they were broken up in such a way that there were too many to download and attach to emails individually. The employee spoke to me dismissively and like I was stupid. I pay for banking as a service, and I expect to be treated as politely as I treat people. I made a conscious effort to not seem annoyed after what had happened earlier at the other branch, so Im sure it wasnt a reflection of my own demeanor. To top it off, I wrote all this in the online form in the app, which is also difficult to find, and after typing it all out, it said online complaints are not being taken at the moment and provided a phone number. At this point, are you trying to infuriate your customers? There needs to be some real work done on front of house for Westpac customer service. Absolutely unacceptable. Edit: review changed from one star to three stars due to being contacted this afternoon by the branch manager personally who profusely apologized and promised to look into amending these issues. I am very reluctant to ever leave bad reviews, and wished to deal with it internally, but the faulty webform wasting more of my time was the last straw. Thank you Gina for addressing this.
Mar 22nd, 2022

I think the rest of the Westpacs in qld could learn a lesson from these guys! Super friendly and helpful.
Dec 14th, 2020

Friendly and helpful
Jan 10th, 2020

Nice and quick bank friendly staff
Jul 7th, 2018