Bank pays but protester stays angry

Te Awamutu mother-of-three Suzanne Brooks is determined to chain herself and her two sons, aged 14 and 12, to the outside of the local branch of Westpac Bank this morning.

This is despite a last-ditch bid by the bank's area manager to resolve her dispute with the bank.

Today's protest was against the "extortionate" policies of Westpac management and investors, Ms Brooks said.

On Monday she found that interest charges applied last weekend to her bank account had taken her over her overdraft limit.

Her account was subsequently charged $50 in "honour fees", relating to two cheques that had already been cleared.

Ms Brooks, a domestic purposes beneficiary, said the money made a huge difference to her household budget.

As it was, she often compromised on buying food, and doctor visits were a luxury - "We don't go even if we're half-dead."

But she refused to have her house go cold in winter.

She complained to the bank on Tuesday about the charge, but says an employee told her there was nothing that could be done.

So she sent out a press release.

Ms Brooks told the Herald that since honour fees were introduced she had paid about $1600 in charges.

But for the past few years she had managed to avoid the charges and get out of debt.

Yesterday morning the branch manager rang to apologise and offer a $50 refund, but Ms Brooks said she had already reached the end of her tether.

Later in the afternoon the bank's Waikato area manager, Grant Robson, stepped in.

He offered Ms Brooks $1065 in compensation.

She accepted his offer, but the gesture did not make her cancel her protest plans.

"I made it clear to him that this is now bigger than just me. Now I know they're scared of being embarrassed, I'm just feeling invigorated."

The bank had "roasted itself", she said. "It's taken them how many years to be bothered with me? Shameless."

She was angry at the divide between rich and poor, and wanted to speak out in defence of people on low incomes.

"Westpac investors are living it up, making huge profits while stealing from us to make that happen. While they eat, we starve. While they go private [for healthcare], we can't afford a doctor."

The bank's shareholders and "corporate highbrows" were causing misery to its own customers, she said.

"Mr Cullen wants to know where the benefit money is going to? Ask Westpac."

Westpac media relations manager Mark Watts told the Herald he could not reveal how many of the bank's 1.3 million customers were beneficiaries.

He could not say if management would consider offering a different fee structure for those on low incomes, but said fees were "always under review".

"I don't think that's what Ms Brooks' issue is about," he said. "Our focus is on fronting up to Ms Brooks and I have no comment on differential [fee] regimes."

The bank was happy to talk with any customer in difficulty, as various banking options were available, he said.

Another meeting with Ms Brooks would be held next Tuesday.

Protest diary

Friday, June 30: Suzanne Brooks' overdraft is $20 off her $2380 limit after two cheques have cleared.

Monday, July 3: Ms Brooks finds that $35 in interest charges has been charged to her account during the weekend, taking her $15 over her limit.

Tuesday, July 4: Two charges of $25 each are made against Ms Brooks' account, relating to the two previously cleared cheques, taking her further in to debt.

Wednesday, July 5: After getting no resolution to her complaint, she sends out a press release.

Thursday, July 6: The bank's regional manager steps in, and offers to credit her account with $1065 for charges several years.

Today: She goes ahead with her protest, saying the issue of bank fees is wider than her personal circumstances.