Friday, 18 October 2019

Update 4:00pm

Today’s payments are processing as normal, as are branches, ATMs, EFTPOS and digital channels.

This morning, we began processing payments that were delayed.

  • All incoming payments from other financial institutions to CBA customers have been processed and posted to accounts.
  • The vast majority of payments sent from CBA customers to other major financial institutions will appear in customers’ accounts by tonight.
  • However, some payments which have been sent to other financial institutions may not appear in customers’ accounts until Monday. We apologise for any inconvenience this may cause.

We thank you for your continued patience.

 

Update 2:15pm

Services are operating as normal.

There are still some delays on payments. For more information see the 10:30am update.

We thank you for your patience.

 

Update 10:30am

Our services are operating as normal.

We are working through the backlog of payments as quickly as possible and rest assured that all payments both into and out of customer accounts are being processed as a priority.

We know some customers will be experiencing delays with payments.

Payments from CBA accounts to CBA accounts are processing as normal.

Payments from other financial institutions into a CBA account will be processed as normal during the course of the day.

Payments from CBA accounts into other financial institutions have been sent today. If you are a customer of another financial institution, you should check with your bank or credit union on when these payments will be processed into your account.

 

Update 6:00am

We have been working to restore the network systems overnight and they are now returning to normal. Some payments may be delayed appearing in accounts.  We are working through the backlog as quickly as possible, but rest assured that all payments both into and out of customer accounts will be properly processed.

Our branches will open as per normal today (many until 5pm). ATMs and EFTPOS are operating as normal. There may be delays if you call our contact centres and we thank customers for their patience.  We have brought in additional staff to serve customers to assist with any outstanding issues. 

We are very sorry for the inconvenience this is causing our customers.

We want to assure customers that their accounts are safe.  The internal system issues related to an upgrade implemented on Thursday.

We will continue to update via this page and on our Facebook and Twitter pages.

We thank our customers for their continued patience

 

Update 1:00am

Services are starting to recover, however, there may be a delay in payments appearing in accounts.

We apologise for the inconvenience as we work through processing these payments.

Our services are operating as normal.

 

Thursday, 17 October 2019

Update 11:00pm

We are working overnight to restore services as soon as we can.

Apologies to all our customers impacted by this.

 

Update 9:15pm

We continue to urgently work to restore impacted services as soon as we can. We apologise to all our customers affected by this issue.

 

Update 7:20pm

The issue impacting some of our services is continuing and we are very sorry for this inconvenience. 

Rest assured we have our very best people working hard to restore services as soon as we can.

We will continue to provide further updates here.

Remember to be vigilant for hoaxes and scams and please be aware of unsolicited calls. We'll never ask you for your banking information by email or text message. For tips and ways to protect yourself from scams please visit our Scam Awareness page

 

Update 5:30pm

We apologise to our customers affected by this issue. We continue to urgently work to restore impacted services.

We thank all customers for their patience.

 

Update 4:15pm

Our teams are working urgently to fix an issue with our network. We’re very sorry for this and thank customers for their continued patience while work to restore services.

Our ATMs (except Cardless Cash and Cardless Deposits), EFTPOS merchant services, debit and credit cards are working.

What is affected?

  • Some debit card payments may be impacted;
  • CommBank app and NetBank payments;
  • BPAY services including PAY-ID payments;
  • Cardless Cash and Cardless Deposits not available;
  • Some in-branch services;
  • Some call centre services;
  • Processing of some CommBiz payments.

Naturally this issue is causing a higher than normal volume of calls into our call centres, which means there are longer wait times. Some of our call centre services are also impacted meaning we are unfortunately limited in what services we can provide customers at this stage.

We will also continue to provide updates here and on our Facebook and Twitter pages.

 

Update 3:00pm

We continue to experience an issue with our network this afternoon that is affecting banking services. 

We are very sorry for the inconvenience this is causing you.

We are working urgently to fix the problem and will have services restored as soon as possible. All customer accounts are safe. 

Further information regarding what services are working and which are affected is below in the 2pm update.

We will keep you updated with regular posts on this page and on our Facebook and Twitter pages.

 

Update 2:00pm

There is currently an issue impacting some of our services and our teams are working urgently to resolve this.

We are really sorry for this.

What is working

Our ATM and EFTPOS merchant services are working.

Our debit and credit cards are working, however, we are aware some debit card payments may be impacted.

What's not working

The following services are impacted:

  • CommBank app and NetBank payments and BPAY services including PAY-ID payments;
  • Cardless Cash not available;
  • In-branch services;
  • Some call centre services;
  • CommBiz log-on and some CommBiz payments.

Who can I speak to about this?

Due to this issue we are experiencing higher than normal volume of calls into our call centres which means there are longer wait times. 

Some of our call centre services are also impacted meaning we are unfortunately limited in what we can provide.

We apologise for this.

Some of our branches are also impacted and because of this have temporarily closed.

Where can I find more information

To keep you updated, latest information can be found on this page.

We will also continue to provide updates on our Facebook and Twitter pages

 

Update 12:30pm

We are urgently working to resolve an issue affecting some of our services. We're very sorry for this.

Our ATMs and Point-Of-Sale merchant terminals are available and working.

We are currently aware that the following services may be impacted:

  • Payments including PAY-ID and BPAY services in CommBank app and NetBank;
  • Cardless Cash not available;
  • Some in-branch services;
  • Some call centre services

We’re also aware that some customers may also be having issues with their debit card payments.

Due to this incident some of our branches have temporarily closed.

We will provide further updates here.

 

12:15pm

We are currently experiencing an issue affecting some of our services. We are urgently investigating this and we're sorry for any inconvenience caused. We will provide further updates here.