Serious security failures and appalling customer treatment
Great Southern Bank allowed a fraudulent account to be opened in my name using a stolen copy of my driver’s licence. That alone demonstrates a deeply concerning failure in their ID verification and security processes.
What followed was even worse.
Across three separate calls to customer service, I was given different and contradictory information each time about whether I could speak to the fraud team, what information could be provided, and what steps were being taken. There was no ownership, no consistency, and no sense that anyone was actually advocating for me as the victim of identity theft.
On the final call, the customer service attendant was openly rude — sighing, attempting to cut me off mid-sentence, refusing to escalate the matter or transfer me to a supervisor or the fraud team, and repeatedly saying things like “I’ve been trying to tell you for five minutes”. I was told that “fraud won’t speak to you” and that they “can’t do anything”, full stop. Based on the attitude and dismissiveness, I have no confidence that my case was ever properly raised or advocated internally.
What makes this even more unreasonable is that all I was asking for — on behalf of police — was the phone number and email address attached to the account opened in my own name. I can fully verify my identity and have all required ID. The police are now forced to seek a warrant, which takes time, and banks then take days to comply — during which time the email and phone details linked to the fraudulent account will likely be changed or discarded, undermining the investigation.
In effect, Great Southern Bank enabled identity fraud and then actively obstructed the victim, while shielding the person stealing my identity.
If you value your personal information, security, or being treated with basic respect when something goes wrong, do not bank here.
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Great Southern’s mission is to build winning relationships with its customers, associates, shareholders and communities. On any given day, we are hard at work helping young families realize the dream of home ownership, helping a business owner expand h...