‘No empathy’: Australian banks under fire for failing customers in hardship

Westpac was one of three big Australian banks to face court action from Asic this year, for separate failures to support customers in financial hardship. Photograph: Hollie Adams/Reuters

When Cleo* lost her job, Westpac delayed her mortgage payments for five months. Then she asked for an extra month – and the bank scrapped her payment plan altogether.

The mother of three says she told Westpac she and her husband would be able to resume monthly payments once she found more work in social services. The bank’s rejection left her in tears, she says.