I'm writing to formally raise a complaint about Westpac's failure to action my hardship variation request lodged on 14 March 2026 in respect of my home loan account ending in 4271.
Between March and May 2026, Westpac applied default fees totalling $740 to my account during a period in which I had clearly notified the bank that I had lost regular work hours and was unable to meet scheduled repayments.
Under the National Credit Code, where a debtor is unable to meet their obligations under a credit contract, they may seek a variation… [shortened for preview]
Where this comes from
NCC §72(1) · National Credit CodeIf a debtor considers they are unable, reasonably, because of illness, unemployment or other reasonable cause to meet their obligations, the debtor may give the credit provider notice…
AFCA Approach to Financial Difficulty · §3.2Where a customer raises hardship, the firm must consider the request on its merits and respond within 21 days, including reasons if the request is declined.
AFCA Determination 845-621 · 2024The bank's failure to respond to a hardship notice within the prescribed period was found to be a serious breach of its obligations…