So I'm generally amazed by the shitty customer service I experience in various walks but today I had a really good experience with Westpac. I closed my Altitide credit card after 6 years with Westpac. This has been my primary card and I've spent over $100k on it over those years, racking up quite a few reward points. When I first joined the reward points converted 1:1 to Qantas Frequent Flyer points, but quite a few years ago this was reduced to 2 reward points = 1 QFF point. A few months ago I switched to Citibank's gold card since it offers 1:1 conversion.
What impressed me about my experience with Westpac today was that it was so prompt, and genuinely helpful. After asking for various details to identify me (tick for security), I was transferred to Tania in the department that closes accounts. Tania asked why I was closing the account and I explained the better deal at Citibank. I was expecting at this point that she might pitch another Westpac product at me but she didn't (understandably, because Westpac has no comparable product). My $75 annual card fee was due this in September, and I am technically overdue, and she waived that fee. She also inquired as to whether there were any direct debits setup against the account (which would obviously fail once the account was closed) and if I had used up my reward points (which would otherwise vanish). Even though I've no longer any banking relationship with Westpac because of this no fuss service I will consider them again in future.
Cheers to good customer service.
