CMO is poorly built and managed IT systems that result in customer inconvenience.
Right now all Aussies banks are revalidating customers identity and collecting extra data re how one earns their money to comply with updates to Anti Money laundering legislation. Fine if not annoying as ID was confirmed when accounts were originally opened and HL loan taken out.
Westpac send me an sms and email to revalidate my identity saying I can do online, via the app or in branch. I naturally choose online. Choose 2 of the 4 valid documents (Passport, DL, Medicare card or Birth Certificate); enter the requested info (note no need to scan/upload) and it fails and tells me to go to a branch or risk my accounts being locked - arrggh.
WCMO#1 - the online form for Medicare card only asked for card number, position and middle initial (not the full name on the card) and the form for passport only asked for nationality and number (not name on passport or expiry - two things typically needed to validate via the government portal). So WBC is chosing what name details to send and was omitting middle name hence the failure.
WCMO#2 - my middle name is on file with WBC yet was ignored. Half my accounts list account name on statements as Ms First name + middle name + last name and the other half as just have Ms first name + last name. Somewhere in one of their many system upgrades, the personal details section in online banking dropped my middle name, even though it continues to be there on my primary accounts. You cant fix this online - you guessed it go to a branch - arghhh.
WCMO-3 - process asks you to update your employment basis and job title/role. Whilst I was able to do this online, i could not actually find any job description which remotely relates to what I do. There was no title for Consultant or Program/Project Manager (or even just Manager - unless specifically related to retail) in fact the only IT roles listed were system analyst or data entry operator (both entry level jobs). No one who is a IT Manager, Architect, Business Analyst, Test Manager, Programmer, Engineer etc has anything relevant to choose. Its not liked IT&T is a significant industry, seems like options were based on roles that existed in the 70s noting that also no options for CEO or CIO or marketing roles.
WCMO#4 - tried to log a complaint using the online complaint form, it fails saying unable to submit an online complaint.
WCMO#5 - branch within walking distance closed during covid. Use the find a branch tool on the website with the "open on a Saturday" toggle on to see which semi-local branches open on a weekend. It shows nearest weekend branch 10kms away - ah no way too far to walk. So I have to ask my boss if I can take time off during working hours go to a nearby suburb today, get there wait in line only to be told they do open on a Saturday. Show the bank employee that the search results on their own find a branch tool does not indicate this, she agrees its poor experience and helps me lodge a complaint, Im supposed to get a call lets see what happens.
I was able to easily do the equivalent Identity stuff using the same documents for my other banks (including Macquarie, ANZ, BankWest and NA) all online without issues. Now that mortgage is closed, might be time to move my primary transaction account elsewhere.
