Making things right for our customers
If you're a current or former Bank of Melbourne customer and we've made an error that impacted you, we'll reach out by letter, email, SMS, or phone call to let you know. In most cases, this means we're sending you a payment.
We're truly sorry and are working quickly to make things right while improving our systems to prevent future issues.
How we’re making things right
We want to make this process as simple as possible. Here’s what we’re doing:
- Fixing errors and refunding or compensating impacted customers
- Improving our systems to help prevent future issues
- Making payments quick, easy, and secure
If we’ve contacted you about a payment, here’s what happens next.
How you’ll get your payment
- We may contact you by letter, email, SMS, or phone
- If your impacted account is still open, we may deposit the payment there
- If your impacted account is closed, we’ll try to pay into another eligible Westpac Group account in your name
- If we don’t have an account to pay into we’ll ask you to securely provide your details via My Payment Preference, email or phone.
Need Help? Get in Touch
We’re here to help if you have any questions or concerns.
- Email us at customerremediation@westpac.com.au. We monitor this inbox between 8am - 5pm, Monday to Friday.
- Call 1300 362 409 or +61 3 8536 7870 if you're calling from overseas (toll applies), 8am - 5pm, Monday to Friday.
We may ask a few questions to confirm it’s really you, but we’ll never ask for your PIN or card details.
Frequently asked questions
Every situation is unique, so we don’t use a one-size-fits-all approach. The communication we sent you includes some information on how your payment was calculated, but if you’d like a more detailed breakdown, just get in touch — we’ll be happy to help.