Hi Courtney, I'm so sorry to hear you've had this experience, particularly with our phone lines within Westpac. Since late January this year we've added a dedicated option to our Settlement Booking Hotline which is directly answered by our operational team here in Adelaide, with people skilled in using PEXA answering the calls. The phone line has been very popular, we've received several thousand calls since implementation, and as such we will absolutely keep this going and continue to invest as the demand for this phone line grows. If you have any more feedback you'd like to share with me please don't hesitate to send me a direct message - with feedback we can make improvements and ensure this service is meeting the requirements of everyone involved. Sarah
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