We all need a helping hand sometimes, especially when it comes to our finances. Going to a brick-and-mortar bank branch often gives you the assistance and reassurance you need, with friendly staff who provide a personal touch.

But have you ever been prevented from seeking assistance from a bank branch, and instead been encouraged to use digital or automated channels instead? It appears ANZ has been doing exactly this—at least, according to a whistleblower.

Phillip* worked at an ANZ branch in a metropolitan area, and he told news.com.au that staff were directed to make customers serve themselves through digital means when they came into the bank.

'We were told to have a “digital-first mindset”, and to direct customers to use the in-branch ATM or telephone to do their banking, or to even do banking at the ATM for customers—because these transactions would not be counted in the branch’s service stats,' Phillip said.

A whistleblower claims ANZ is deliberately pushing its customers out of branches. Image: Facebook / @ANZ Banking

The implications of such a practice are huge—it could lead to customers believing that digital channels really are best for their banking needs—when they may have been encouraged to think so the entire time. Worse, Phillip claims that ANZ has used their data from the alleged practice to justify branch closures around the country.

In July, ANZ CEO Shayne Elliott told the House of Representatives Standing Committee on Economics that the bank had closed 287 branches across Australia since mid-2017. He said the closures were supported by customer behaviour, adding that 'a lot of people bemoan the fact that branches are closing but they don’t actually use them'. But Phillip said he 'questioned the validity' of ANZ’s stats.

And that’s not all, Phillip also alleged that he and other staff received emails from a senior with directives like: 'Over-the-counter traffic is up this month, don’t let it get away from you' and 'try not to do any card activations in the branch this month'.

He added that other instructions were delivered verbally such as 'that all transactions under $1000 must be done using an ATM'.

Phillip said long queues for service were a common sight in his branch, with only one of the workstations being staffed the entire time. 'Customers would rightly be disgruntled at the lack of tellers,' he said.

CEO Shane Elliot said branches are closing out cause people don’t actually use them. Image: Facebook / @ANZ Banking

He said the directives left staff 'frustrated' by their inability to help customers and that older customers were among the biggest losers. He added that his branch would receive a 'massive influx on pension day of customers with old school passbooks' after a nearby branch was converted into an ‘assisted services branch’, which had no tellers or over-the-counter services.

Phillip said he was forced to quit due to the lack of service for customers. 'My supervisor directly said to me “if customers want service, it’s on our terms”. That’s the day I quit,' he said.

However, an ANZ spokesperson denied the former branch staff member’s allegations.'This account does not reflect how our branches or our people are encouraged to operate,' the spokesperson said.

In October, new figures from the Australian Prudential Regulatory Authority (APRA) revealed that in the 12 months to June 2023, 424 bank branches—or 11 per cent of Australia’s overall branches—disappeared.

As traditional financial institutions continue to ruffle feathers with their shift to cashless service, it’s crucial to understand the wider context of the banking industry's move towards digitalisation. This seismic change is invariably driven by the evolution of technologies, customer expectations, and banking trends worldwide.

Banks, in general, have been leaning increasingly towards self-service and automation to streamline their operations. ANZ is not the sole adventurer on this path, as traditional financial institutions globally are racing to embrace digital transformation.

The COVID-19 pandemic has also played a significant role in this shift, inadvertently converting several long-time branch-goers to online banking. Forced to adapt due to quarantine restrictions, many customers discovered the ease and convenience of digital banking and may never fully revert to traditional banking means.

Yet it’s not all rosy in the virtual banking garden. Critics argue that moving banking entirely online could alienate older or less digitally adept customers, who may struggle with the technology. Furthermore, the issues of data security and potential financial scams that thrive online pose challenges for the digital banking world.

The transition from conventional banking to a digital model is complex, with strong arguments on both sides. It's clear that as this shift continues pace, banks and financial institutions must be mindful to cater to the diverse needs of their customer base–managing a careful balance between pioneering the future and upholding the essence of traditional customer service.

Key Takeaways

• A former ANZ employee has alleged that the bank has been forcing customers to use digital services, resulting in fewer customers using branches and providing justification for branch closures.
• The employee, referred to as Phillip, claims that staff were directed to encourage customers to use self-service options like ATMs or the bank's mobile app when visiting branches.
• ANZ CEO Shayne Elliott stated that branch closures were driven by changes in customer behaviour, indicating that high percentages of transactions are conducted digitally.
• The ANZ has denied these allegations, claiming that this account does not represent how their branches operate.

Are you an ANZ customer or bank worker who has experienced something similar? We want to hear from you—please share your thoughts in the comments section below!

 

[Dalgie]

This is so true! I have an ANZ account & it’s so difficult to get any help when you go in. I was told to go on line with my issue (this in itself can be a wait of 30mins or more) & told the “warden” at the door that I needed to speak with someone face to face.. I was simply refused & instructed to call. When I told them my withdrawal was refused at the supermarket, they escorted outside to the atm & completed a transaction for me with no explanation as to why I had an issue. The woman was both rude, impatient & dismissive.
I need to close my account but is it any better elsewhere? I think they’re all the same these days

 

[IAN3005]

They are all the same..... going into the CBA there are a plethora of signs advising that unless you are a customer they will not accept bank deposits, the hours they are on will be reduced and so it goes on.... they are all preparing for 'THE DAY' when they will close the doors.
I question every person in the bank about their 'shenanigans'; they are well-trained bots that skirt the issue.
It's coming faster than we think... mark my words......

 

[Liz]

I ditched ANZ a few years ago and took my banking to Suncorp. Now the powers that be at Suncorp are talking about amalgamating with ANZ. I know Suncorp staff I have spoken to don't want this. I get great service from Suncorp and they take time with us oldies explaining things to me and making sure I get what I need. If ANZ comes into the picture, I very much doubt there will be the personal touch there is with Suncorp now. It is for corporate executives that the money of closing branches is for, not the customer. Ask the customers what they want and I bet you they will say "SERVICE".

 

[LMW1]

This is not a new nor recent practice by ANZ. I worked for the company for 27 years, left about 6 years ago. This was happening about 15 - 20 years ago, where we were encouraged to take customers out to the ATM and teach them how to use it. I could see the writing on the wall and mentioned it to my manager, who dismissed my concerns. Pensioners were encouraged to switch from passbooks to cards. Many branches were gradually closed down, staff shuffled around and eventually tellers were told they had to upskill as their role, in branches, was being phased out. The union was useless in helping members fight this.

Profits and appeasing shareholders are the main drives - certainly not customer service.

 

[LeahI]

Long time bank officer here. Please, please leave the big 4. Go anywhere else and you will get better service.
Banks are big business and they are just churning us through their mincer to make more money.

 

[BJM]

We all need a helping hand sometimes, especially when it comes to our finances. Going to a brick-and-mortar bank branch often gives you the assistance and reassurance you need, with friendly staff who provide a personal touch.

But have you ever been prevented from seeking assistance from a bank branch, and instead been encouraged to use digital or automated channels instead? It appears ANZ has been doing exactly this—at least, according to a whistleblower.

Phillip* worked at an ANZ branch in a metropolitan area, and he told news.com.au that staff were directed to make customers serve themselves through digital means when they came into the bank.

'We were told to have a “digital-first mindset”, and to direct customers to use the in-branch ATM or telephone to do their banking, or to even do banking at the ATM for customers—because these transactions would not be counted in the branch’s service stats,' Phillip said.

View attachment 35319

A whistleblower claims ANZ is deliberately pushing its customers out of branches. Image: Facebook / @ANZ Banking

The implications of such a practice are huge—it could lead to customers believing that digital channels really are best for their banking needs—when they may have been encouraged to think so the entire time. Worse, Phillip claims that ANZ has used their data from the alleged practice to justify branch closures around the country.

In July, ANZ CEO Shayne Elliott told the House of Representatives Standing Committee on Economics that the bank had closed 287 branches across Australia since mid-2017. He said the closures were supported by customer behaviour, adding that 'a lot of people bemoan the fact that branches are closing but they don’t actually use them'. But Phillip said he 'questioned the validity' of ANZ’s stats.

And that’s not all, Phillip also alleged that he and other staff received emails from a senior with directives like: 'Over-the-counter traffic is up this month, don’t let it get away from you' and 'try not to do any card activations in the branch this month'.

He added that other instructions were delivered verbally such as 'that all transactions under $1000 must be done using an ATM'.

Phillip said long queues for service were a common sight in his branch, with only one of the workstations being staffed the entire time. 'Customers would rightly be disgruntled at the lack of tellers,' he said.

View attachment 35320

CEO Shane Elliot said branches are closing out cause people don’t actually use them. Image: Facebook / @ANZ Banking

He said the directives left staff 'frustrated' by their inability to help customers and that older customers were among the biggest losers. He added that his branch would receive a 'massive influx on pension day of customers with old school passbooks' after a nearby branch was converted into an ‘assisted services branch’, which had no tellers or over-the-counter services.

Phillip said he was forced to quit due to the lack of service for customers. 'My supervisor directly said to me “if customers want service, it’s on our terms”. That’s the day I quit,' he said.

However, an ANZ spokesperson denied the former branch staff member’s allegations.'This account does not reflect how our branches or our people are encouraged to operate,' the spokesperson said.

In October, new figures from the Australian Prudential Regulatory Authority (APRA) revealed that in the 12 months to June 2023, 424 bank branches—or 11 per cent of Australia’s overall branches—disappeared.

As traditional financial institutions continue to ruffle feathers with their shift to cashless service, it’s crucial to understand the wider context of the banking industry's move towards digitalisation. This seismic change is invariably driven by the evolution of technologies, customer expectations, and banking trends worldwide.

Banks, in general, have been leaning increasingly towards self-service and automation to streamline their operations. ANZ is not the sole adventurer on this path, as traditional financial institutions globally are racing to embrace digital transformation.

The COVID-19 pandemic has also played a significant role in this shift, inadvertently converting several long-time branch-goers to online banking. Forced to adapt due to quarantine restrictions, many customers discovered the ease and convenience of digital banking and may never fully revert to traditional banking means.

Yet it’s not all rosy in the virtual banking garden. Critics argue that moving banking entirely online could alienate older or less digitally adept customers, who may struggle with the technology. Furthermore, the issues of data security and potential financial scams that thrive online pose challenges for the digital banking world.

The transition from conventional banking to a digital model is complex, with strong arguments on both sides. It's clear that as this shift continues pace, banks and financial institutions must be mindful to cater to the diverse needs of their customer base–managing a careful balance between pioneering the future and upholding the essence of traditional customer service.

Key Takeaways

• A former ANZ employee has alleged that the bank has been forcing customers to use digital services, resulting in fewer customers using branches and providing justification for branch closures.
• The employee, referred to as Phillip, claims that staff were directed to encourage customers to use self-service options like ATMs or the bank's mobile app when visiting branches.
• ANZ CEO Shayne Elliott stated that branch closures were driven by changes in customer behaviour, indicating that high percentages of transactions are conducted digitally.
• The ANZ has denied these allegations, claiming that this account does not represent how their branches operate.

Are you an ANZ customer or bank worker who has experienced something similar? We want to hear from you—please share your thoughts in the comments section below!

Not everyone is computer literate, shame on them

 

[IAN3005]

Not everyone is computer literate, shame on them

Some people are in their 80's... I wouldn't expect them to be computer literate.
When in the queue waiting for one of the two tellers to be available I take note of the people, their age and whether or not the hat passbook.... I would say that over 60% have a passbook.

 

[Rob44]

We all need a helping hand sometimes, especially when it comes to our finances. Going to a brick-and-mortar bank branch often gives you the assistance and reassurance you need, with friendly staff who provide a personal touch.

But have you ever been prevented from seeking assistance from a bank branch, and instead been encouraged to use digital or automated channels instead? It appears ANZ has been doing exactly this—at least, according to a whistleblower.

Phillip* worked at an ANZ branch in a metropolitan area, and he told news.com.au that staff were directed to make customers serve themselves through digital means when they came into the bank.

'We were told to have a “digital-first mindset”, and to direct customers to use the in-branch ATM or telephone to do their banking, or to even do banking at the ATM for customers—because these transactions would not be counted in the branch’s service stats,' Phillip said.

View attachment 35319

A whistleblower claims ANZ is deliberately pushing its customers out of branches. Image: Facebook / @ANZ Banking

The implications of such a practice are huge—it could lead to customers believing that digital channels really are best for their banking needs—when they may have been encouraged to think so the entire time. Worse, Phillip claims that ANZ has used their data from the alleged practice to justify branch closures around the country.

In July, ANZ CEO Shayne Elliott told the House of Representatives Standing Committee on Economics that the bank had closed 287 branches across Australia since mid-2017. He said the closures were supported by customer behaviour, adding that 'a lot of people bemoan the fact that branches are closing but they don’t actually use them'. But Phillip said he 'questioned the validity' of ANZ’s stats.

And that’s not all, Phillip also alleged that he and other staff received emails from a senior with directives like: 'Over-the-counter traffic is up this month, don’t let it get away from you' and 'try not to do any card activations in the branch this month'.

He added that other instructions were delivered verbally such as 'that all transactions under $1000 must be done using an ATM'.

Phillip said long queues for service were a common sight in his branch, with only one of the workstations being staffed the entire time. 'Customers would rightly be disgruntled at the lack of tellers,' he said.

View attachment 35320

CEO Shane Elliot said branches are closing out cause people don’t actually use them. Image: Facebook / @ANZ Banking

He said the directives left staff 'frustrated' by their inability to help customers and that older customers were among the biggest losers. He added that his branch would receive a 'massive influx on pension day of customers with old school passbooks' after a nearby branch was converted into an ‘assisted services branch’, which had no tellers or over-the-counter services.

Phillip said he was forced to quit due to the lack of service for customers. 'My supervisor directly said to me “if customers want service, it’s on our terms”. That’s the day I quit,' he said.

However, an ANZ spokesperson denied the former branch staff member’s allegations.'This account does not reflect how our branches or our people are encouraged to operate,' the spokesperson said.

In October, new figures from the Australian Prudential Regulatory Authority (APRA) revealed that in the 12 months to June 2023, 424 bank branches—or 11 per cent of Australia’s overall branches—disappeared.

As traditional financial institutions continue to ruffle feathers with their shift to cashless service, it’s crucial to understand the wider context of the banking industry's move towards digitalisation. This seismic change is invariably driven by the evolution of technologies, customer expectations, and banking trends worldwide.

Banks, in general, have been leaning increasingly towards self-service and automation to streamline their operations. ANZ is not the sole adventurer on this path, as traditional financial institutions globally are racing to embrace digital transformation.

The COVID-19 pandemic has also played a significant role in this shift, inadvertently converting several long-time branch-goers to online banking. Forced to adapt due to quarantine restrictions, many customers discovered the ease and convenience of digital banking and may never fully revert to traditional banking means.

Yet it’s not all rosy in the virtual banking garden. Critics argue that moving banking entirely online could alienate older or less digitally adept customers, who may struggle with the technology. Furthermore, the issues of data security and potential financial scams that thrive online pose challenges for the digital banking world.

The transition from conventional banking to a digital model is complex, with strong arguments on both sides. It's clear that as this shift continues pace, banks and financial institutions must be mindful to cater to the diverse needs of their customer base–managing a careful balance between pioneering the future and upholding the essence of traditional customer service.

Key Takeaways

• A former ANZ employee has alleged that the bank has been forcing customers to use digital services, resulting in fewer customers using branches and providing justification for branch closures.
• The employee, referred to as Phillip, claims that staff were directed to encourage customers to use self-service options like ATMs or the bank's mobile app when visiting branches.
• ANZ CEO Shayne Elliott stated that branch closures were driven by changes in customer behaviour, indicating that high percentages of transactions are conducted digitally.
• The ANZ has denied these allegations, claiming that this account does not represent how their branches operate.

Are you an ANZ customer or bank worker who has experienced something similar? We want to hear from you—please share your thoughts in the comments section below!

Yest. My ANZ branch has the same attitude. Time to change banks. But the problem is ....all banks are practicing bastardry. against their customers who entrust them with their wages.

 

[OldBells]

We all need a helping hand sometimes, especially when it comes to our finances. Going to a brick-and-mortar bank branch often gives you the assistance and reassurance you need, with friendly staff who provide a personal touch.

But have you ever been prevented from seeking assistance from a bank branch, and instead been encouraged to use digital or automated channels instead? It appears ANZ has been doing exactly this—at least, according to a whistleblower.

Phillip* worked at an ANZ branch in a metropolitan area, and he told news.com.au that staff were directed to make customers serve themselves through digital means when they came into the bank.

'We were told to have a “digital-first mindset”, and to direct customers to use the in-branch ATM or telephone to do their banking, or to even do banking at the ATM for customers—because these transactions would not be counted in the branch’s service stats,' Phillip said.

View attachment 35319

A whistleblower claims ANZ is deliberately pushing its customers out of branches. Image: Facebook / @ANZ Banking

The implications of such a practice are huge—it could lead to customers believing that digital channels really are best for their banking needs—when they may have been encouraged to think so the entire time. Worse, Phillip claims that ANZ has used their data from the alleged practice to justify branch closures around the country.

In July, ANZ CEO Shayne Elliott told the House of Representatives Standing Committee on Economics that the bank had closed 287 branches across Australia since mid-2017. He said the closures were supported by customer behaviour, adding that 'a lot of people bemoan the fact that branches are closing but they don’t actually use them'. But Phillip said he 'questioned the validity' of ANZ’s stats.

And that’s not all, Phillip also alleged that he and other staff received emails from a senior with directives like: 'Over-the-counter traffic is up this month, don’t let it get away from you' and 'try not to do any card activations in the branch this month'.

He added that other instructions were delivered verbally such as 'that all transactions under $1000 must be done using an ATM'.

Phillip said long queues for service were a common sight in his branch, with only one of the workstations being staffed the entire time. 'Customers would rightly be disgruntled at the lack of tellers,' he said.

View attachment 35320

CEO Shane Elliot said branches are closing out cause people don’t actually use them. Image: Facebook / @ANZ Banking

He said the directives left staff 'frustrated' by their inability to help customers and that older customers were among the biggest losers. He added that his branch would receive a 'massive influx on pension day of customers with old school passbooks' after a nearby branch was converted into an ‘assisted services branch’, which had no tellers or over-the-counter services.

Phillip said he was forced to quit due to the lack of service for customers. 'My supervisor directly said to me “if customers want service, it’s on our terms”. That’s the day I quit,' he said.

However, an ANZ spokesperson denied the former branch staff member’s allegations.'This account does not reflect how our branches or our people are encouraged to operate,' the spokesperson said.

In October, new figures from the Australian Prudential Regulatory Authority (APRA) revealed that in the 12 months to June 2023, 424 bank branches—or 11 per cent of Australia’s overall branches—disappeared.

As traditional financial institutions continue to ruffle feathers with their shift to cashless service, it’s crucial to understand the wider context of the banking industry's move towards digitalisation. This seismic change is invariably driven by the evolution of technologies, customer expectations, and banking trends worldwide.

Banks, in general, have been leaning increasingly towards self-service and automation to streamline their operations. ANZ is not the sole adventurer on this path, as traditional financial institutions globally are racing to embrace digital transformation.

The COVID-19 pandemic has also played a significant role in this shift, inadvertently converting several long-time branch-goers to online banking. Forced to adapt due to quarantine restrictions, many customers discovered the ease and convenience of digital banking and may never fully revert to traditional banking means.

Yet it’s not all rosy in the virtual banking garden. Critics argue that moving banking entirely online could alienate older or less digitally adept customers, who may struggle with the technology. Furthermore, the issues of data security and potential financial scams that thrive online pose challenges for the digital banking world.

The transition from conventional banking to a digital model is complex, with strong arguments on both sides. It's clear that as this shift continues pace, banks and financial institutions must be mindful to cater to the diverse needs of their customer base–managing a careful balance between pioneering the future and upholding the essence of traditional customer service.

Key Takeaways

• A former ANZ employee has alleged that the bank has been forcing customers to use digital services, resulting in fewer customers using branches and providing justification for branch closures.
• The employee, referred to as Phillip, claims that staff were directed to encourage customers to use self-service options like ATMs or the bank's mobile app when visiting branches.
• ANZ CEO Shayne Elliott stated that branch closures were driven by changes in customer behaviour, indicating that high percentages of transactions are conducted digitally.
• The ANZ has denied these allegations, claiming that this account does not represent how their branches operate.

Are you an ANZ customer or bank worker who has experienced something similar? We want to hear from you—please share your thoughts in the comments section below!

We all need a helping hand sometimes, especially when it comes to our finances. Going to a brick-and-mortar bank branch often gives you the assistance and reassurance you need, with friendly staff who provide a personal touch.

But have you ever been prevented from seeking assistance from a bank branch, and instead been encouraged to use digital or automated channels instead? It appears ANZ has been doing exactly this—at least, according to a whistleblower.

Phillip* worked at an ANZ branch in a metropolitan area, and he told news.com.au that staff were directed to make customers serve themselves through digital means when they came into the bank.

'We were told to have a “digital-first mindset”, and to direct customers to use the in-branch ATM or telephone to do their banking, or to even do banking at the ATM for customers—because these transactions would not be counted in the branch’s service stats,' Phillip said.

View attachment 35319

A whistleblower claims ANZ is deliberately pushing its customers out of branches. Image: Facebook / @ANZ Banking

The implications of such a practice are huge—it could lead to customers believing that digital channels really are best for their banking needs—when they may have been encouraged to think so the entire time. Worse, Phillip claims that ANZ has used their data from the alleged practice to justify branch closures around the country.

In July, ANZ CEO Shayne Elliott told the House of Representatives Standing Committee on Economics that the bank had closed 287 branches across Australia since mid-2017. He said the closures were supported by customer behaviour, adding that 'a lot of people bemoan the fact that branches are closing but they don’t actually use them'. But Phillip said he 'questioned the validity' of ANZ’s stats.

And that’s not all, Phillip also alleged that he and other staff received emails from a senior with directives like: 'Over-the-counter traffic is up this month, don’t let it get away from you' and 'try not to do any card activations in the branch this month'.

He added that other instructions were delivered verbally such as 'that all transactions under $1000 must be done using an ATM'.

Phillip said long queues for service were a common sight in his branch, with only one of the workstations being staffed the entire time. 'Customers would rightly be disgruntled at the lack of tellers,' he said.

View attachment 35320

CEO Shane Elliot said branches are closing out cause people don’t actually use them. Image: Facebook / @ANZ Banking

He said the directives left staff 'frustrated' by their inability to help customers and that older customers were among the biggest losers. He added that his branch would receive a 'massive influx on pension day of customers with old school passbooks' after a nearby branch was converted into an ‘assisted services branch’, which had no tellers or over-the-counter services.

Phillip said he was forced to quit due to the lack of service for customers. 'My supervisor directly said to me “if customers want service, it’s on our terms”. That’s the day I quit,' he said.

However, an ANZ spokesperson denied the former branch staff member’s allegations.'This account does not reflect how our branches or our people are encouraged to operate,' the spokesperson said.

In October, new figures from the Australian Prudential Regulatory Authority (APRA) revealed that in the 12 months to June 2023, 424 bank branches—or 11 per cent of Australia’s overall branches—disappeared.

As traditional financial institutions continue to ruffle feathers with their shift to cashless service, it’s crucial to understand the wider context of the banking industry's move towards digitalisation. This seismic change is invariably driven by the evolution of technologies, customer expectations, and banking trends worldwide.

Banks, in general, have been leaning increasingly towards self-service and automation to streamline their operations. ANZ is not the sole adventurer on this path, as traditional financial institutions globally are racing to embrace digital transformation.

The COVID-19 pandemic has also played a significant role in this shift, inadvertently converting several long-time branch-goers to online banking. Forced to adapt due to quarantine restrictions, many customers discovered the ease and convenience of digital banking and may never fully revert to traditional banking means.

Yet it’s not all rosy in the virtual banking garden. Critics argue that moving banking entirely online could alienate older or less digitally adept customers, who may struggle with the technology. Furthermore, the issues of data security and potential financial scams that thrive online pose challenges for the digital banking world.

The transition from conventional banking to a digital model is complex, with strong arguments on both sides. It's clear that as this shift continues pace, banks and financial institutions must be mindful to cater to the diverse needs of their customer base–managing a careful balance between pioneering the future and upholding the essence of traditional customer service.

Key Takeaways

• A former ANZ employee has alleged that the bank has been forcing customers to use digital services, resulting in fewer customers using branches and providing justification for branch closures.
• The employee, referred to as Phillip, claims that staff were directed to encourage customers to use self-service options like ATMs or the bank's mobile app when visiting branches.
• ANZ CEO Shayne Elliott stated that branch closures were driven by changes in customer behaviour, indicating that high percentages of transactions are conducted digitally.
• The ANZ has denied these allegations, claiming that this account does not represent how their branches operate.

Are you an ANZ customer or bank worker who has experienced something similar? We want to hear from you—please share your thoughts in the comments section below!

I experienced this yesterday, I went to deposit $100 in to someone's account and was told that any transactions under $2500 had to be done outside through the ATM machine. I was lucky it was only 2 $50 notes but what if someone had to deposit a large amount, even $2499, and had to stand at a machine out in public trying to feed it in to the ATM. They'd be lucky not to get mugged!

 

[bschulze]

This is so true! I have an ANZ account & it’s so difficult to get any help when you go in. I was told to go on line with my issue (this in itself can be a wait of 30mins or more) & told the “warden” at the door that I needed to speak with someone face to face.. I was simply refused & instructed to call. When I told them my withdrawal was refused at the supermarket, they escorted outside to the atm & completed a transaction for me with no explanation as to why I had an issue. The woman was both rude, impatient & dismissive.
I need to close my account but is it any better elsewhere? I think they’re all the same these days

 

[bschulze]

give the bendigo bank a try they se to be ok but dont have too many to many branches

 

[Keswickian]

Computer savvy people will usually resolve their disputes on-line. People who go into the branch may not have that confidence. Telling them to go home and deal with it on-line may open them to serious errors or possible scams - irresponsible of the bank.
I have always had excellent customer service and dispute resolution in the branch at Westpac. I hope it continues.

 

[IAN3005]

I experienced this yesterday, I went to deposit $100 in to someone's account and was told that any transactions under $2500 had to be done outside through the ATM machine. I was lucky it was only 2 $50 notes but what if someone had to deposit a large amount, even $2499, and had to stand at a machine out in public trying to feed it in to the ATM. They'd be lucky not to get mugged!

Not bloody likely will I use an ATM.... had too many disputes with banks over them.... fraught with errors..... and as you say muggings..... that is next.....

 

[Kelpie]

We all need a helping hand sometimes, especially when it comes to our finances. Going to a brick-and-mortar bank branch often gives you the assistance and reassurance you need, with friendly staff who provide a personal touch.

But have you ever been prevented from seeking assistance from a bank branch, and instead been encouraged to use digital or automated channels instead? It appears ANZ has been doing exactly this—at least, according to a whistleblower.

Phillip* worked at an ANZ branch in a metropolitan area, and he told news.com.au that staff were directed to make customers serve themselves through digital means when they came into the bank.

'We were told to have a “digital-first mindset”, and to direct customers to use the in-branch ATM or telephone to do their banking, or to even do banking at the ATM for customers—because these transactions would not be counted in the branch’s service stats,' Phillip said.

View attachment 35319

A whistleblower claims ANZ is deliberately pushing its customers out of branches. Image: Facebook / @ANZ Banking

The implications of such a practice are huge—it could lead to customers believing that digital channels really are best for their banking needs—when they may have been encouraged to think so the entire time. Worse, Phillip claims that ANZ has used their data from the alleged practice to justify branch closures around the country.

In July, ANZ CEO Shayne Elliott told the House of Representatives Standing Committee on Economics that the bank had closed 287 branches across Australia since mid-2017. He said the closures were supported by customer behaviour, adding that 'a lot of people bemoan the fact that branches are closing but they don’t actually use them'. But Phillip said he 'questioned the validity' of ANZ’s stats.

And that’s not all, Phillip also alleged that he and other staff received emails from a senior with directives like: 'Over-the-counter traffic is up this month, don’t let it get away from you' and 'try not to do any card activations in the branch this month'.

He added that other instructions were delivered verbally such as 'that all transactions under $1000 must be done using an ATM'.

Phillip said long queues for service were a common sight in his branch, with only one of the workstations being staffed the entire time. 'Customers would rightly be disgruntled at the lack of tellers,' he said.

View attachment 35320

CEO Shane Elliot said branches are closing out cause people don’t actually use them. Image: Facebook / @ANZ Banking

He said the directives left staff 'frustrated' by their inability to help customers and that older customers were among the biggest losers. He added that his branch would receive a 'massive influx on pension day of customers with old school passbooks' after a nearby branch was converted into an ‘assisted services branch’, which had no tellers or over-the-counter services.

Phillip said he was forced to quit due to the lack of service for customers. 'My supervisor directly said to me “if customers want service, it’s on our terms”. That’s the day I quit,' he said.

However, an ANZ spokesperson denied the former branch staff member’s allegations.'This account does not reflect how our branches or our people are encouraged to operate,' the spokesperson said.

In October, new figures from the Australian Prudential Regulatory Authority (APRA) revealed that in the 12 months to June 2023, 424 bank branches—or 11 per cent of Australia’s overall branches—disappeared.

As traditional financial institutions continue to ruffle feathers with their shift to cashless service, it’s crucial to understand the wider context of the banking industry's move towards digitalisation. This seismic change is invariably driven by the evolution of technologies, customer expectations, and banking trends worldwide.

Banks, in general, have been leaning increasingly towards self-service and automation to streamline their operations. ANZ is not the sole adventurer on this path, as traditional financial institutions globally are racing to embrace digital transformation.

The COVID-19 pandemic has also played a significant role in this shift, inadvertently converting several long-time branch-goers to online banking. Forced to adapt due to quarantine restrictions, many customers discovered the ease and convenience of digital banking and may never fully revert to traditional banking means.

Yet it’s not all rosy in the virtual banking garden. Critics argue that moving banking entirely online could alienate older or less digitally adept customers, who may struggle with the technology. Furthermore, the issues of data security and potential financial scams that thrive online pose challenges for the digital banking world.

The transition from conventional banking to a digital model is complex, with strong arguments on both sides. It's clear that as this shift continues pace, banks and financial institutions must be mindful to cater to the diverse needs of their customer base–managing a careful balance between pioneering the future and upholding the essence of traditional customer service.

Key Takeaways

• A former ANZ employee has alleged that the bank has been forcing customers to use digital services, resulting in fewer customers using branches and providing justification for branch closures.
• The employee, referred to as Phillip, claims that staff were directed to encourage customers to use self-service options like ATMs or the bank's mobile app when visiting branches.
• ANZ CEO Shayne Elliott stated that branch closures were driven by changes in customer behaviour, indicating that high percentages of transactions are conducted digitally.
• The ANZ has denied these allegations, claiming that this account does not represent how their branches operate.

Are you an ANZ customer or bank worker who has experienced something similar? We want to hear from you—please share your thoughts in the comments section below!

Sd as it is, this is true. People are treated like animals and forced to do waht the Bank's staff is directing them to do while all for the big profts to the Banks.
It is about time that our dearly beloved Treasurer wake up and smell the roses because the bank are pulling his strings the like they want them to.
It is really sickening to even hink that Banks got as far as they did to their customers while all under the watch of our Politicians.

 

[DLHM]

I do my banking with a WA bank (P&N). Very happy with the personalised attention and help I’ve received, both over the phone and in person. I’m suspecting perhaps not banking with one of the Big 4, could be a viable option?? This is just based on my personal experience and only a suggestion.

 

[lil anne]

They all try to dissuade you from waiting for a teller! Also my daughter works in a clothing store in a large shopping centre and the anz branch there ,whom the store bank with, have gone cashless.So a worker has to go to another branch on her way to work to withdraw cash for the store. How ludicrous is that!!!

 

[kevinwoodtufftyke52@gmail]

We all need a helping hand sometimes, especially when it comes to our finances. Going to a brick-and-mortar bank branch often gives you the assistance and reassurance you need, with friendly staff who provide a personal touch.

But have you ever been prevented from seeking assistance from a bank branch, and instead been encouraged to use digital or automated channels instead? It appears ANZ has been doing exactly this—at least, according to a whistleblower.

Phillip* worked at an ANZ branch in a metropolitan area, and he told news.com.au that staff were directed to make customers serve themselves through digital means when they came into the bank.

'We were told to have a “digital-first mindset”, and to direct customers to use the in-branch ATM or telephone to do their banking, or to even do banking at the ATM for customers—because these transactions would not be counted in the branch’s service stats,' Phillip said.

View attachment 35319

A whistleblower claims ANZ is deliberately pushing its customers out of branches. Image: Facebook / @ANZ Banking

The implications of such a practice are huge—it could lead to customers believing that digital channels really are best for their banking needs—when they may have been encouraged to think so the entire time. Worse, Phillip claims that ANZ has used their data from the alleged practice to justify branch closures around the country.

In July, ANZ CEO Shayne Elliott told the House of Representatives Standing Committee on Economics that the bank had closed 287 branches across Australia since mid-2017. He said the closures were supported by customer behaviour, adding that 'a lot of people bemoan the fact that branches are closing but they don’t actually use them'. But Phillip said he 'questioned the validity' of ANZ’s stats.

And that’s not all, Phillip also alleged that he and other staff received emails from a senior with directives like: 'Over-the-counter traffic is up this month, don’t let it get away from you' and 'try not to do any card activations in the branch this month'.

He added that other instructions were delivered verbally such as 'that all transactions under $1000 must be done using an ATM'.

Phillip said long queues for service were a common sight in his branch, with only one of the workstations being staffed the entire time. 'Customers would rightly be disgruntled at the lack of tellers,' he said.

View attachment 35320

CEO Shane Elliot said branches are closing out cause people don’t actually use them. Image: Facebook / @ANZ Banking

He said the directives left staff 'frustrated' by their inability to help customers and that older customers were among the biggest losers. He added that his branch would receive a 'massive influx on pension day of customers with old school passbooks' after a nearby branch was converted into an ‘assisted services branch’, which had no tellers or over-the-counter services.

Phillip said he was forced to quit due to the lack of service for customers. 'My supervisor directly said to me “if customers want service, it’s on our terms”. That’s the day I quit,' he said.

However, an ANZ spokesperson denied the former branch staff member’s allegations.'This account does not reflect how our branches or our people are encouraged to operate,' the spokesperson said.

In October, new figures from the Australian Prudential Regulatory Authority (APRA) revealed that in the 12 months to June 2023, 424 bank branches—or 11 per cent of Australia’s overall branches—disappeared.

As traditional financial institutions continue to ruffle feathers with their shift to cashless service, it’s crucial to understand the wider context of the banking industry's move towards digitalisation. This seismic change is invariably driven by the evolution of technologies, customer expectations, and banking trends worldwide.

Banks, in general, have been leaning increasingly towards self-service and automation to streamline their operations. ANZ is not the sole adventurer on this path, as traditional financial institutions globally are racing to embrace digital transformation.

The COVID-19 pandemic has also played a significant role in this shift, inadvertently converting several long-time branch-goers to online banking. Forced to adapt due to quarantine restrictions, many customers discovered the ease and convenience of digital banking and may never fully revert to traditional banking means.

Yet it’s not all rosy in the virtual banking garden. Critics argue that moving banking entirely online could alienate older or less digitally adept customers, who may struggle with the technology. Furthermore, the issues of data security and potential financial scams that thrive online pose challenges for the digital banking world.

The transition from conventional banking to a digital model is complex, with strong arguments on both sides. It's clear that as this shift continues pace, banks and financial institutions must be mindful to cater to the diverse needs of their customer base–managing a careful balance between pioneering the future and upholding the essence of traditional customer service.

Key Takeaways

• A former ANZ employee has alleged that the bank has been forcing customers to use digital services, resulting in fewer customers using branches and providing justification for branch closures.
• The employee, referred to as Phillip, claims that staff were directed to encourage customers to use self-service options like ATMs or the bank's mobile app when visiting branches.
• ANZ CEO Shayne Elliott stated that branch closures were driven by changes in customer behaviour, indicating that high percentages of transactions are conducted digitally.
• The ANZ has denied these allegations, claiming that this account does not represent how their branches operate.

Are you an ANZ customer or bank worker who has experienced something similar? We want to hear from you—please share your thoughts in the comments section below!

Maybe APRA can use undercover agents to use banking services to find out the truth of customer complaints?

 

[Gaena]

no matter how much we complain nothing will change, All Banks are a company that need to make money for their business and their Shareholders. The closing down of branches and Removal of ATMs will continue and the Banks will find reasons to justify it. The government, no matter which one, are beholden to the banks so will not push them too far and as the same with everything else it is only the general public who suffer because of it. I feel more for the elderly (I suppose, that includes me now!) who are confused by the digital access that is being promoted so heavily by the banks and every other company we transact with. It is a progress we must all learn to deal with as it is not going anywhere.

 

[Margarcher]

We all need a helping hand sometimes, especially when it comes to our finances. Going to a brick-and-mortar bank branch often gives you the assistance and reassurance you need, with friendly staff who provide a personal touch.

But have you ever been prevented from seeking assistance from a bank branch, and instead been encouraged to use digital or automated channels instead? It appears ANZ has been doing exactly this—at least, according to a whistleblower.

Phillip* worked at an ANZ branch in a metropolitan area, and he told news.com.au that staff were directed to make customers serve themselves through digital means when they came into the bank.

'We were told to have a “digital-first mindset”, and to direct customers to use the in-branch ATM or telephone to do their banking, or to even do banking at the ATM for customers—because these transactions would not be counted in the branch’s service stats,' Phillip said.

View attachment 35319

A whistleblower claims ANZ is deliberately pushing its customers out of branches. Image: Facebook / @ANZ Banking

The implications of such a practice are huge—it could lead to customers believing that digital channels really are best for their banking needs—when they may have been encouraged to think so the entire time. Worse, Phillip claims that ANZ has used their data from the alleged practice to justify branch closures around the country.

In July, ANZ CEO Shayne Elliott told the House of Representatives Standing Committee on Economics that the bank had closed 287 branches across Australia since mid-2017. He said the closures were supported by customer behaviour, adding that 'a lot of people bemoan the fact that branches are closing but they don’t actually use them'. But Phillip said he 'questioned the validity' of ANZ’s stats.

And that’s not all, Phillip also alleged that he and other staff received emails from a senior with directives like: 'Over-the-counter traffic is up this month, don’t let it get away from you' and 'try not to do any card activations in the branch this month'.

He added that other instructions were delivered verbally such as 'that all transactions under $1000 must be done using an ATM'.

Phillip said long queues for service were a common sight in his branch, with only one of the workstations being staffed the entire time. 'Customers would rightly be disgruntled at the lack of tellers,' he said.

View attachment 35320

CEO Shane Elliot said branches are closing out cause people don’t actually use them. Image: Facebook / @ANZ Banking

He said the directives left staff 'frustrated' by their inability to help customers and that older customers were among the biggest losers. He added that his branch would receive a 'massive influx on pension day of customers with old school passbooks' after a nearby branch was converted into an ‘assisted services branch’, which had no tellers or over-the-counter services.

Phillip said he was forced to quit due to the lack of service for customers. 'My supervisor directly said to me “if customers want service, it’s on our terms”. That’s the day I quit,' he said.

However, an ANZ spokesperson denied the former branch staff member’s allegations.'This account does not reflect how our branches or our people are encouraged to operate,' the spokesperson said.

In October, new figures from the Australian Prudential Regulatory Authority (APRA) revealed that in the 12 months to June 2023, 424 bank branches—or 11 per cent of Australia’s overall branches—disappeared.

As traditional financial institutions continue to ruffle feathers with their shift to cashless service, it’s crucial to understand the wider context of the banking industry's move towards digitalisation. This seismic change is invariably driven by the evolution of technologies, customer expectations, and banking trends worldwide.

Banks, in general, have been leaning increasingly towards self-service and automation to streamline their operations. ANZ is not the sole adventurer on this path, as traditional financial institutions globally are racing to embrace digital transformation.

The COVID-19 pandemic has also played a significant role in this shift, inadvertently converting several long-time branch-goers to online banking. Forced to adapt due to quarantine restrictions, many customers discovered the ease and convenience of digital banking and may never fully revert to traditional banking means.

Yet it’s not all rosy in the virtual banking garden. Critics argue that moving banking entirely online could alienate older or less digitally adept customers, who may struggle with the technology. Furthermore, the issues of data security and potential financial scams that thrive online pose challenges for the digital banking world.

The transition from conventional banking to a digital model is complex, with strong arguments on both sides. It's clear that as this shift continues pace, banks and financial institutions must be mindful to cater to the diverse needs of their customer base–managing a careful balance between pioneering the future and upholding the essence of traditional customer service.

Key Takeaways

• A former ANZ employee has alleged that the bank has been forcing customers to use digital services, resulting in fewer customers using branches and providing justification for branch closures.
• The employee, referred to as Phillip, claims that staff were directed to encourage customers to use self-service options like ATMs or the bank's mobile app when visiting branches.
• ANZ CEO Shayne Elliott stated that branch closures were driven by changes in customer behaviour, indicating that high percentages of transactions are conducted digitally.
• The ANZ has denied these allegations, claiming that this account does not represent how their branches operate.

Are you an ANZ customer or bank worker who has experienced something similar? We want to hear from you—please share your thoughts in the comments section below!

I too have witnessed this. Even been asked myself to use atm. Very few cash transactions are done if staff can help it.they only have one taller open most of the time. Don’t think it will be long before I see what the other banks are offering but in this day and age they all stick together. Not a good situation for the customer especially senior.