1

p1 30-7-2014
INSPECTOR-RIKATI about the BLACK HOLE in the CONSTITUTION-DVD
A 1
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PLEASE NOTE: You may order books in the INSPECTOR-RIKATI series by making a reservation, by fax
0011-61-3-94577209 or E-mail INSPECTOR-RIKATI@schorel-hlavka.com See also www.schorel-hlavka.com
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WI THOUT PREJ UDI CE
Financial Ombudsman Service 30-7-2014
info@fos.org.au
5
Cc: Westpac C/o ramcintosh@westpac.com.au

Ref; 20140730-G. H. Schorel-Hlavka O.W.B. to Financial Ombudsman Service-Re signature card-etc
COMPLAINT
10
Sir,
I am the holder of accounts with Westpac and use only handycard for cash withdrawals
whereas I used the credit card for ordinary purchases.
For about the first 10 years of ATMs being provided for I didnt use them because of the
dangers associated with them, however basically banks are forcing a person to use it as otherwise 15
one is being charged for cash withdrawals from the teller in the bank. In my view this
undermines the intend of the commonwealth of Australia which required old age pensions and
other welfare recipient to have a bank account so monies could be paid into that so the
Commonwealth of Australia no longer would be sending out cheques. However, the
commonwealth of Australia at the time made clear that there would be no charges as to holding 20
such an account.
It is my position that the banks violated this by charging customers seeking to withdraw all or
part of their pensions for a withdrawal fee if using the facilities of a teller.
In my view the banks are required to act within the spirit of the requirements of the
Commonwealth of Australia but fail to do so, this, even so using the pension payments or part 25
thereof as bank collateral such as to lent out monies to others. Hence, the bank while using
deposits for its own benefits has on the otherhand gone about to force pensioners to use a pin for
automatic withdrawals, as to be able to reduce staff and to minimize over the counter dealings.
While it was open for the banks to refuse from onset to accept such age pension accounts it
didnt do so because very obvious it was getting a lot more monies into its hands to operate upon. 30
.
It is a known matter that these days going on the internet one generally requires passwords for
most sites for various matters and one is always advised to use a different password/pin and not
to write it down. Also to \change the password regularly, if not every day. Well, I doubt anyone
could remember numerous passwords even if not changing daily let alone whatever it may be 35
from day to day. Hence, I am constantly requesting to reset the password on numerous sites.
As I only use, and not even every week, my handycard for cash withdrawals, then ordinary I used
the credit card with a signature for purchases. Avoiding any dilemma as to having to remember a
pin or password. And I am known to insist at checkouts that the person checks my signature.
This as some 12 years ago we were robbed and my credits card by this also and I am too well 40
aware that the usage of a signature is therefore better. Some 10 years later, when removing stacks
of b ricks I discovered that the wallet with credit cards had been dropped between the bricks at
the back fence, by the thief, and obviously unable to have retrieved it then because of the height
of the stacks.



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p2 30-7-2014
INSPECTOR-RIKATI about the BLACK HOLE in the CONSTITUTION-DVD
A 1
st
edition limited special numbered book on Data DVD ISBN 978-0-9803712-6-0
PLEASE NOTE: You may order books in the INSPECTOR-RIKATI series by making a reservation, by fax
0011-61-3-94577209 or E-mail INSPECTOR-RIKATI@schorel-hlavka.com See also www.schorel-hlavka.com
Free download of documents at blog Http://www.scribd.com/InspectorRikati
I do not like automatic approvals because it places me at risk having to disprove the usage of a
card. While the banks are claiming that the customer is not at any disadvantage if they can
prove they didnt give out a pin number, etc, nevertheless this places the onus upon the card
holder and also places customers and shareholders at a disadvantage to make up for the millions
if not billions that are defrauded on a yearly basis. As such it are the bank directors who make the 5
rules but have no personal losses in what they dictate upon others if it goes wrong.

Several weeks ago I objected to the bank having to use a pin for my credit card but no response
was received. Then in the previous week I again contacted the bank and received a reply to
contact the branch. 10

On Monday 28 July 2014 (at about 1 pm) I attended to Westpac branch as Rosanna and bank
staff showing an ID of Lisa attended to me.
I explained the nature of my attendance that I required a signature card as I didnt desire to be
forced to use a pin but was advised by Lisa that no such kind of system existed. I requested her to 15
check with the branch manager, this she did. After a short period of time Robyn McIntosh
attended to me with Lisa, and Robyn explained to me there was no such thing as a signature card
as only pins could be used as from 1 August 2014.
I explained to Robyn that some 10 years ago I then had a dispute with this branch and then
contacted head office and they then addressed the problem. And I requested her to contact the 20
head office to check matters about it as the television program A Current Affair had indicated
such signature cards could be provided.

Robyn and Lisa left and I understood Lisa phoned head office. Later Lisa attended to me making
known that yes signature cards were available but only upon a medical certificate. I urged her to 25
contact the branch manager. Robyn then attended to me again and I explained matters, including
the problems my 81 year old wife has with remembering pin numbers./passwords. That I was the
principle card holder of the credit card and while my wifes card had been cancelled (she was a
secondary holder) she would be unable to use a card if a pin was required. After some
considering explanations (in which I also indicated to Robyn I held it was discrimination to deny 30
me a signature card and would pursue a formal complaint if I was refused a signature card)
Robyn then indicated she would contact head office again and come back to me albeit she would
not be able to do so this day (Monday). I received subsequently the following message on my
mobile (I had asked Robyn to send a text message to me):
QUOTE 29-7-2014 Mobile text message from Robyn McIntosh at 10:45 am 35
Hi gerrit I have followed up on our discussion around the signature enabled card. This is a legaslation (sic)
that has been passed to protect the customer from fraud. By having a self selected pin you are in complete
control of the transactions on your credit card. The signature enabled is available to customers that cannot use
a pin customers that may have disabilities. Gerrit you dont fall in this category you currently using your
handycard with pin. I will be out of office till tomorrow please feel free to contact me if you want to discuss 40
further kind regards
robyn
END QUOTE 29-7-2014 Mobile text message from Robyn McIntosh

Subsequently, becoming aware of this text message I immediately sent back a message: 45

QUOTE 29-7-2014 Mobile text message to Robyn McIntosh sent 11:37 am
Robyn
Can you provide derauls (sic) of the legislation you refer to as I intend to lodge a formal complaint with the
banking ombudsman later today 50
Gerrit
END QUOTE 29-7-2014 Mobile text message to Robyn McIntosh

Not having been able to get any details as to the legislation Robyn appears to rely upon I
forwarded then the following text message. 55


3
p3 30-7-2014
INSPECTOR-RIKATI about the BLACK HOLE in the CONSTITUTION-DVD
A 1
st
edition limited special numbered book on Data DVD ISBN 978-0-9803712-6-0
PLEASE NOTE: You may order books in the INSPECTOR-RIKATI series by making a reservation, by fax
0011-61-3-94577209 or E-mail INSPECTOR-RIKATI@schorel-hlavka.com See also www.schorel-hlavka.com
Free download of documents at blog Http://www.scribd.com/InspectorRikati

QUOTE 30-7-2014 Mobile text message to Robyn McIntosh sent 9.20am
Robyn, I am not aware of any response from you regarding the details of the legislation you claimed the bank
relies upon and request you to provide the relevant details as a matter of urgency, as I cannot delay my
cimplaunt (sic) to the Banking Ombudsman much longer. 5
Gerrit
END QUOTE 30-7-2014 Mobile text message to Robyn McIntosh

In my view it is obvious, that neither the branchmanager or the staff member had been
appropriately instructed/informed to advise customers about the availability of a signature card. 10
It was only because of my insistence that they learned a signature card is available.
As I explained to Robyn also I didnt hold it appropriate that the Commonwealth of Australia
should be incurring cost for all kinds of doctors attendances for customers to obtain medical
certificates as to be able to apply for a signature card without a guarantee to be provided with
one. 15

In my view albeit unintended both Lisa and Robyn initially misled me as to the availability of the
signature card. And I suspect likely numerous other customers may have suffered the same if not
at Rosanna branch then elsewhere.
. 20
In my view Robyn was misleading me that there is legislation (obviously a typing error) as
legislation refers to the Parliament to enact a law and not for internal banking purposes.
I consider this a very serious matter as it dictates to me that not the bank but the Commonwealth
of Australia (being the one having banking legislative power other than for State banking)
having legislated for the requirement of using a pin. I understand that the Victorian Police has 25
been very vocal of its concern that cards may not require a signature and allow easier to be used
for fraudulent conduct. In my view the banks are undermining my wife and my security as age
pensioners to access our monies by using a signature and unduly place by increments a burden
upon is regardless this offense also Commonwealth Government policy of free access to the age
pension. 30

In the last 14 years, as I can recall, only twice was I require to pay interest, because ordinary I am
having monies in my credit card account by transferring it from my ordinary handycard account,
by this avoiding having to use a pin number unless I need a cash withdrawal.
As such the bank by causing me to use an ATM as otherwise it will charge me for using the 35
teller, has already forced me to use a pin card against my desire and now try to use this tactic to
force upon me to use a pin n umber for the credit card. It means that my wife, to withdraw
monies can only do so against a charge, as she requires to attend to a teller and then will neither
be able to use as secondary card holder the credit card where she needs to use a pin.
Again, I comprehensively explained this to Lisa/Robyn but it seems to no avail. 40

As Westpac closed its branch in Heidelberg and my wife has no longer a driver license, this as
she handed it back more than 25 years ago due to eye sign problems, it means that at any time I
am ill she would need to walk about 4 or 5 kilometers to the branch to be able to get cash out and
will be stung a fee for this, because she cannot deal with a pin number with a card. 45
This is an extraordinary burden to her, in particular considering the about 30 degrees increase in
road surface, and I view that the banks are blatantly ignorant to customers rights.
.
It would be absurd also and I view a discrimination if the bank were to accept my wife to use a
signature card but I have to use for the same account a pin. 50

I do not consider the bank can force me/my wife to incur on behalf of the Commonwealth of
Australia a cost to attend to a medical practitioner and perhaps also a specialist to obtain some
form of medical certificate and still no guarantee that a signature card will be provided.


4
p4 30-7-2014
INSPECTOR-RIKATI about the BLACK HOLE in the CONSTITUTION-DVD
A 1
st
edition limited special numbered book on Data DVD ISBN 978-0-9803712-6-0
PLEASE NOTE: You may order books in the INSPECTOR-RIKATI series by making a reservation, by fax
0011-61-3-94577209 or E-mail INSPECTOR-RIKATI@schorel-hlavka.com See also www.schorel-hlavka.com
Free download of documents at blog Http://www.scribd.com/InspectorRikati
I am not aware that ordinary a person is robbed while collecting monies from a bank teller but I
understand ample of people have been robbed using an ATM. As such the bank have already
caused customers to be unduly endangered to be robbed.
While bank robberies are known to happen that is different than robbing just a customer.
Because the new contemplated system by the banks would also allow skimming of cards much 5
easier and allow cameras in stores to detect a pin number without authority of the customer, I do
not desire to have this risk. The banks place the onus upon customers to act appropriately and not
to give out a pin n umber or even a card yet the banks themselves are engaged ongoing in
changing the system that makes it easier for criminals to fraudulently obtain monies and by this
unduly burden customers. I didnt ask the banks to close down branches and replace them with 10
ATMs and it is time banks accept they too have a moral and ethical duty to ensure they are not
unduly placing the health and wellbeing of customers, in particularly the elderly at risk.
While Lisa indicated to me (on Monday) that I should wait until 1 August to apply for a signature
card I explained that would be too late as by then I might be denied to use my credit card as I
desire. 15
In my view the banks are compelled to follow Commonwealth of Australia policy that account
holders of pensions can access their pensions without bank charges and that clearly is no longer
applicable unless one uses an ATM (at risk) and even then when the local branch ATM fails to
operate then one incurs a fee using an other banks ATM, even so the branch ATM may advise to
use the other banks ATM. 20
It are the banks which were closing branches and while for economic al reasons that might be
understood I do not accept that they can use this as a backdoor way to force in particular age
pensioners to walk long distances to get to a branch or incur additional cost to travel by taxi or
otherwise to a branch or be forced to use a pin card. Because the ATM for obvious reasons
requires a pin card I used the credit card as an alternative to avoid as much as possible a pin 25
usage and so reduce the risk to be robbed, etc, and hold the bank cannot force me to place myself
and/or my monies at risk by forcing me to use a pin instead of a signature card. Someone needs
to stand up for the rights and the plight of the age pensioners who already are vulnerable and
easy taken advantage of and the banks immoral conduct must be stopped. While Westpac under
the guise of trying to cut down on overhead cost has been closing branches, such as in 30
Heidelberg, it nevertheless, despite an existing Westpac branch in Northland shopping centre
opened a Bank of Melbourne branch in the same shopping centre also! There has been a litany of
changes by the banks, and in Berriwillock the local branch closed (about 25 years ago) and then
people only had efpost to access monies, and the local businesses using efpost had to pay
thousands of dollars for this system usage having to then recoup it from customers. As such 35
banks are ongoing causing directly/indirectly additional cost to customers and in particularly by
this grossly disadvantage old age pensioners. After all for an age pensioner having to walk a 40
kilometer round trip ( if not incurring cost of running a car to withdraw the pension) to access the
nearest branch or to be forced to use efpos is in my view too long going on.
40
This correspondence is not intended and neither must be perceived to contain legal advice
nor to refer to all issues/details.

MAY JUSTICE ALWAYS PREVAIL
(Our name is our motto!) 45
Awaiting your response, G. H. Schorel-Hlavka O. W. B. (Friends call me Gerrit)