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UPDATE: Missed call with a voice mail earlier today. Asking me to call them back re my application. When I tried to return the call I was told that person had finished work for the day. This was at 3.45pm.
 
UPDATE: As my listed expenses (mortgage etc) were indicated as being split with my partner, they now want me to substantiate my partner's income details!

So I now need to provide either payslips or a tax return for my partner.

They also indicated that unless they can verify income from my partner (because we have a joint mortgage) they are going to decline the application due to the amount available in the mortgage redraw.
 
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UPDATE: After discussing this with my partner, and even though they are prepared to provide the requested financial information, I’ve decided to lodge a formal complaint about the way my application has been processed. As this is a personal credit card application I don’t believe that any bank should be asking for the financial records of partners. This has the potential to be a very sexist and discriminatory approach, especially for vulnerable partners.
 
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UPDATE: As my listed expenses (mortgage etc) were indicated as being split with my partner, they now want me to substantiate my partner's income details!

So I now need to provide either payslips or a tax return for my partner.

They also indicated that unless they can verify income from my partner (because we have a joint mortgage) they are going to decline the application due to the amount available in the mortgage redraw.
@DrRalph, thanks for the numerous updates. I'm having some problems with my application as well. I know you've provided copies of your complaint letters in the past - and I know it's a big ask, but would you mind providing a copy of the letter (by PM if you prefer). I think I'll be doing the same. I feel as if the process is very flawed and biased.
 
@DrRalph, thanks for the numerous updates. I'm having some problems with my application as well. I know you've provided copies of your complaint letters in the past - and I know it's a big ask, but would you mind providing a copy of the letter (by PM if you prefer). I think I'll be doing the same. I feel as if the process is very flawed and biased.
Sure, you may need to adapt as needed, and I note that I've gone to town on the sexist aspect - but worth bring it up as I think it very inappropriate to request information about any partner - regardless of their gender - for a personal credit application:

"Dear Sir/Madam,


I write to lodge a complaint regarding the manner in which my recent credit card application has been processed by xx_XX. I outline the facts and my concerns below and note:


1) On 4/11/2023 I applied online for a Platinum VISA credit card with a limit of $6000. At that time I provided the requested payslip and mortgage statement and received a notification that my application had been ‘provisionally approved’. I note that no application number/member number was provided to me at the time of my application.


2) Over the next 13 days I have been contacted by xx_XX a number of times via both phone and email, each time requesting different and additional information be provided to support my application. On each of the previous occasions, prior to today, I provided all of the requested information.


3) Earlier today I was requested by xx_XX to provide the financial records of my partner, otherwise my application would not be processed. xx_XX also noted that unless I did this my application would be declined as ‘there was too much money in my mortgage redraw’.


4) My concerns follow:

4.1) All of the required information to finalise my application should have been requested at one time, not spread out over 13 days – including emails that were sent for additional information within 10 minutes of each other on 13/11/2023.

4.2) Any request for the financial details of my partner should have been made during the original request for information, not after numerous other emails and phone calls. Had I originally been requested to provide the financial details of my partner I would have withdrawn my application.

4.3) I have lodged an application for a personal credit card. The financial details of my partner are not relevant and it is both offensive and inappropriate for your bank to ask for these details. I will not supply such details and have no access to such details.

4.4) Having made applications for personal credit cards in the past, I note that no other financial institution has ever requested that I supply the financial details of my partner. And I regard it as a form of sexism that your institution implies that I am not capable of obtaining my own personal credit card without the support/knowledge/consent of my partner.

4.5) It appears that xx_xx_ is inexperienced in finalising applications for personal credit cards and is arbitrarily and capriciously applying criteria to that assessment.

4.6) It is unacceptable that xx_xx_ would indicate that my application would be declined as ‘there was too much money in my mortgage redraw’. Having a large amount of money in my redraw is an asset, not a liability.

4.7) As a permanent employee of xx_xx_, my xx_XK+ annual salary is secure. I also note that I am the co-owner of a property valued in excess of $xx_X with a mortgage of less than $xx_X. The reality is that I could easily afford the mortgage and other debit repayments without the assistance of my partner.



5) I note for you the course of action I request that you take now to resolve this matter:

5.1) My application should be assessed with the details I have provided already.

5.2) Should you desire so, this assessment could be made by attributing 100% of the indicated liabilities to myself, rather than the 50% indicated in my original application.

5.3) Your institution give attention to the manner in which credit card applications are managed."
 
Sure, you may need to adapt as needed, and I note that I've gone to town on the sexist aspect - but worth bring it up as I think it very inappropriate to request information about any partner - regardless of their gender - for a personal credit application:

"Dear Sir/Madam,


I write to lodge a complaint regarding the manner in which my recent credit card application has been processed by xx_XX. I outline the facts and my concerns below and note:


1) On 4/11/2023 I applied online for a Platinum VISA credit card with a limit of $6000. At that time I provided the requested payslip and mortgage statement and received a notification that my application had been ‘provisionally approved’. I note that no application number/member number was provided to me at the time of my application.


2) Over the next 13 days I have been contacted by xx_XX a number of times via both phone and email, each time requesting different and additional information be provided to support my application. On each of the previous occasions, prior to today, I provided all of the requested information.


3) Earlier today I was requested by xx_XX to provide the financial records of my partner, otherwise my application would not be processed. xx_XX also noted that unless I did this my application would be declined as ‘there was too much money in my mortgage redraw’.


4) My concerns follow:

4.1) All of the required information to finalise my application should have been requested at one time, not spread out over 13 days – including emails that were sent for additional information within 10 minutes of each other on 13/11/2023.

4.2) Any request for the financial details of my partner should have been made during the original request for information, not after numerous other emails and phone calls. Had I originally been requested to provide the financial details of my partner I would have withdrawn my application.

4.3) I have lodged an application for a personal credit card. The financial details of my partner are not relevant and it is both offensive and inappropriate for your bank to ask for these details. I will not supply such details and have no access to such details.

4.4) Having made applications for personal credit cards in the past, I note that no other financial institution has ever requested that I supply the financial details of my partner. And I regard it as a form of sexism that your institution implies that I am not capable of obtaining my own personal credit card without the support/knowledge/consent of my partner.

4.5) It appears that xx_xx_ is inexperienced in finalising applications for personal credit cards and is arbitrarily and capriciously applying criteria to that assessment.

4.6) It is unacceptable that xx_xx_ would indicate that my application would be declined as ‘there was too much money in my mortgage redraw’. Having a large amount of money in my redraw is an asset, not a liability.

4.7) As a permanent employee of xx_xx_, my xx_XK+ annual salary is secure. I also note that I am the co-owner of a property valued in excess of $xx_X with a mortgage of less than $xx_X. The reality is that I could easily afford the mortgage and other debit repayments without the assistance of my partner.



5) I note for you the course of action I request that you take now to resolve this matter:

5.1) My application should be assessed with the details I have provided already.

5.2) Should you desire so, this assessment could be made by attributing 100% of the indicated liabilities to myself, rather than the 50% indicated in my original application.

5.3) Your institution give attention to the manner in which credit card applications are managed."
Much appreciated :)
 
UPDATE:

The saga continues. Had a phoned call responding to the complaint (quickest response I've ever seen to a complaint!).

Now they say they don't need my partners financials, but want a copy of the original novated lease agreement I took out with my employer a year ago so that they can work out how much money is owed on the car. Suffice to say that one of the core features of my complaint was that they keep asking for further info! I will respond and supply the info. I also intend to indicate that I want compensation and that AFCA is my next port of call.

They did indicate that the person I had been dealing with was 'in training'.
 
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UPDATE:

The saga continues. Had a phoned call responding to the complaint (quickest response I've ever seen to a complaint!).

Now they say they don't need my partners financials, but want a copy of the original novated lease agreement I took out with my employer a year ago so that they can work out how much money is owed on the car. Suffice to say that one of the core features of my complaint was that they keep asking for further info! I will respond and supply the info. I also intend to indicate that I want compensation and that AFCA is my next port of call.

They did indicate that the person I had been dealing with was 'in training'.
Wow that's intense. I was just ranting in the ANZ Black thread about the information they demanded, but this is on a new level.

Interesting you mention novated lease, I'm entering into one next month for the first time and I'm wondering how it will affect future CC applications. I guess I should keep the contract handy.
 
Wow that's intense. I was just ranting in the ANZ Black thread about the information they demanded, but this is on a new level.

Interesting you mention novated lease, I'm entering into one next month for the first time and I'm wondering how it will affect future CC applications. I guess I should keep the contract handy.
I've not had an issue with a notated lease previously. G & C are next level, though.

I'm already preparing my complaint to AFCA, as I'm expecting to be declined.

Also considering contacting the Sex Discrimination Commissioner (whom I personally know) about the requirement to provide a partners financial details.
 
Was your process handled onshore of offshore?
I'm not 100% sure.

Called a Sydney landline number. Which I know means little.

The main personal I spoke to said they were in Sydney, but had a Philippines acent.

The person who dealt with the complaint stated they were in Victoria, but spoke with an Indian accent.
 
Interesting you mention novated lease, I'm entering into one next month for the first time and I'm wondering how it will affect future CC applications. I guess I should keep the contract handy.

It can be a bit of a PIA. I’ve got a novated lease for an EV so get the fringe benefit tax exemption. This means the actual cost to me is around $200pw. Of course, on my payslips it’s all show pre—tax so quite a bit higher than that. It’s caused a few confusions of late when trying to calculate pre/post tax income. I note a lot of the banks are now asking for your income post-tax which is a little odd and a little hard to calculate.
 
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It can be a bit of a PIA. I’ve got a novated lease for an EV so get the fringe benefit tax exemption. This means the actual cost to me is around $200pw. Of course, on my payslips it’s all show pre—tax so quite a bit higher than that. It’s caused a few confusions of late when trying to calculate pre/post tax income. I note a lot of the banks are now asking for your income post-tax which is a little odd and a little hard to calculate.
we had a similar discussion with a Westpac application. It was obvious that the offshore person did not comprehend what was being presented. We tried presenting the information in various summarised tables and all Westpac would say is it was declined and the hidden decision makers would not engage in a discussion. We took the same payslips and were approved by another bank in abut 5 minutes.
 

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