Every payday I get some cash via ATM, but on the most recent occasion I must have accidentally hit the “Credit” button instead of the “Savings” button, which meant that my withdrawal was a Cash Advance from my credit card.
I didn’t know this had happened until I happened to log into my Internet Banking account, and notice that my savings account was quite a bit higher than I expected, and my credit account was quite a bit lower than I expected. I also noticed a $9 transaction fee charged to my credit card. I almost never get any transaction fees because of the way I manage my banking, so it stuck out like a sore thumb.
I thought, oh well – I’ve paid for my mistake there, I’ll just have to be more careful in future. But $9 just for getting cash out of my credit card? I didn’t remember that fee going up by so much, although I usually forget the fees for services I don’t intend to use.
To even things up I transferred some funds from my savings account to the credit card. I then decided to call Westpac. Pushed “0″ to speak to a real person. They answered 20 seconds later. Explained the situation. Was this $9 fee what I thought it was, a transaction fee for the cash withdrawal?
The answer? “Yes, but since this was by mistake we’ll refund it.” So the fee was cancelled, no questions asked.
When it comes to customer service, it’s often the little things that count just as much as the big things. Thank you very much Westpac, you made my day.
yeah, they used to be pretty abusive with their fees here as well.but of late they have refunded a few that were manifestly wrong.like when they charged us 30 bucks for going over the limit on a credit card, all while refusing the transaction. when I called them to question the fee, they simply refunded it.they have improved so much in the last few years I’m seriously considering returning to them for my home loan: moved somewhere else when they started to piss me off with their unreasonable fees and total lack of support nous.completely different now.