How to lose a 30 year+ client
I am due to settle on an investment property this week.? My broker suggested that we use Westpac as they have been my bankers almost since I started working more than 4 decades ago.? All was fine with the application and we exchanged. I have two profiles with Westpac, my married name with which we bought our existing home, and my maiden name which is in fact still my legal name and the name I am buying the new property in.? At the banks request I took my marriage certificate into the bank, so they could prove both are me, but that wasn’t enough, they require photo ID to “prove” my identity.? I have no ID in my married name, as I don’t use it at work, or for my passport, or drivers license. ?We bought our current home in our married name many years ago because that was Westpac insisted on at the time. Settlement is due next Friday, which is a short week, and on Friday this week I am told that the bank wont settle as they cant identify me in my married name, which is NOT the name I am buying the property in, but is? the name that they previously gave me a mortgage in and have happily taken mortgage payments for over time.? The local branch are doing what they can to help, however the decision has been made at head office level and no one there is communicating directly with me, nor offering a solution to this ridiculous situation.? Obviously if I don’t settle I lose my deposit, which seems a high price to pay for the banks clunky processes.? There is a solution however, which is to get the money through another lender and close down ALL of my #Westpac bank accounts.? It just seems nuts!
Keynote Speaker - Leadership, Executive & Business Coach - Team Energiser
9 个月Jeepers. Did you get it sorted???
Eco-entrepreneur passionate about climate change
10 个月Classic example of the consequences of letting systems and computers replace human decisions and personal relationships. Efficiency and the pursuit of automation is destroying, tiny piece by tiny piece, all the little strings that hold society together.
Chief Executive Officer l Director at Laing+Simmons
10 个月Thank you so much for all of your comments and support - I can confirm that Westpac did settle the loan and very much appreciate the support from Peta Brown to ensure this happened!!
Licensed Real Estate Agent at Ray White South Coast. Registered Nurse. Vice-President of the Shoalhaven Business Chamber.
10 个月Oh my goodness! I'll be in the same boat one day for sure! The differentiation between the two names is a constant process! I hope all has worked out for you!
2022 Advisr NSW & ACT Top Insurance Broker
10 个月Going public with I’ll help find a solution so hopefully this post will help your cause! Customer service in the corporates is dead In my opinion, Leanne. They’ve taken their status amongst the top companies for granted and take a dump over the little guy at every opportunity. Hope you were able to re track the derailed train!