14 May 2026 · To: Westpac Customer Solutions
Internal Dispute Resolution — hardship variation request
Dear Westpac Customer Solutions,
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 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. NCC§72
Under the National Credit Code §72(1), where a debtor is unable, reasonably, because of unemployment to meet their obligations, they may give the credit provider notice of the hardship and the credit provider must consider the request. AFCA
Westpac's failure to respond to the notice within 21 days, combined with the continued application of default fees, is a serious breach of its obligations to consider hardship requests on their merits and to respond promptly. AFCA NCC§72
I request that Westpac immediately reverse the $740 in default fees, agree to a 6-month interest-only variation, and confirm that no further default fees will be applied during the variation period. AFCA