Westpac Johnsonville

We applied home loan from Vivian Wei last week, she is very helpful to help us to get it. Only take four days to receive loan. She always answer email quickly and explain clearly, so we are very happy to apply home loan ,home insurance and life insurance from her. She is politely , professional. And another lady, Eroshini, is also very nice person, both of them always provide very helpful, and fast service to customers.
Jul 15th, 2021

Nov 13th, 2020

Today I was coming in for an appointment pre-arranged about 2 weeks in advance. I had all my documents ready on dropbox and we were going into talk and understand the process of moving banks and options for home loans moves. We came in and after a short wait were brought into Meeting Room 2 to sit with Vivian. We were instructed to sit down, however, the location of where you sit is behind two big screens, so you have a small gap between two screens to make eye contact and discuss. Very strange and disconnected..... could also be considered rude. My fianc was in a corner and we could not both speak to Vivian at the same time due to the office setup. This was the first issue. We firstly then mentioned the Government Package and this then took about 10 mins before Vivian even spoke to us as we sat quietly waiting for some direction as she was doing something on her computer. After there was finally some discussion, we tried to ask some really simple questions about our options for new accounts and the processes, to which should be a very simple topic to talk about, you'd think, as it is a bank, but for some reason, we received very little information and a-lot of "oh we don't know until you apply". Going in circles for a while, we reminded Vivian we had all the documents on a dropbox file, and got asked to send it. When we did, it didn't work as Westpac block Dropbox. Now, this wasn't the issue we had, we understand that Westpac had a security concern with dropbox, the issue was then Vivian asked for us to individually send all the files via email.... We didn't have a computer in-front of us, so this was a very ambitious task to do over a phone, we asked if we "can do it online?", to which we got a reply, "no you have to come in", so we went in circles a little more before we gave up because the information and knowledge was very poor. The questions and discussions we were expecting to have where not difficult questions. We simply wanted information and we walked away with nothing. It was the WORST customer experience I've had so far living in New Zealand and because of that experience, Vivian has lost Westpac a potential customer. Very poor poor service.
Jun 22nd, 2020

All ways helpful
Jul 19th, 2016

Sep 22nd, 2015