Answers to the most common questions

Q. What’s the best way to do my banking on a smartphone or tablet device?

A. Register for NetBank or if you are already registered you’ll be able to use your existing Client ID and password to access NetBank for iPhone, Android and Windows Phone 7. There is also a version for tablet devices such as the iPad or Android. If you have a smartphone you can use our revolutionary new CommBank mobile app. For more information visit the Mobile banking page.

Q. Why doesn’t my password work? How do I enter letters on a telephone keypad?

A. Your telephone banking password is not the same as your ATM card PIN or NetBank Password. It is a password you may have selected when you spoke to a staff member on 13 2221. If you do not have one select Option 1 then 0.

If your password has letters you need to press the key on the phone once where that letter appears. Not multiple times like an SMS. For example, if your password is “MAGPIES” you type “6247437”.

If you have a smart mobile phone you may not have letters on the keypad. We recommend you change your password to numbers only.

Alternatively, you may also use your 4-digit CommBank App PIN if you are calling from a phone number that is linked to your account to complete your Telephone Banking. 

Q. How do I choose a telephone banking password?
A. Call 13 2221 and select Option 1 then 0 to speak to one of our staff. Your password must be between 6 and 12 numbers in length.

Q. How do I get my most up to date account balance in less than 30 seconds?
A. Using your 4-digit CommBank App PIN or telephone banking password you can obtain a balance via 13 2221 Option 1 then Option 1. Select the account type you want to enquire on: (eg. Option 1 for a transaction account like a streamline, complete or smart access account). Enter the number of the account or card you wish to obtain information on followed by “#”. Then enter your 4-digit CommBank App PIN or telephone banking password followed by “#”

Your most up to date account balance will be read out. Please ensure that you listen to your available balance as this shows exactly what amount of money you can use now.

Please remember to allow for any direct debits you have setup or cheques issued as these may not reflect in your available balance now.

Q. How do I pay a bill with telephone banking?

A. You can pay your bills over the phone via BPAY®. You’ll need your 4-digit CommBank App PIN or telephone banking password, and the Biller Code and Customer Reference Number, which you’ll find on your bill. From the menu, select Option 1 then 2 and follow the prompts.

Q. How do I re-enter details if I have made a mistake?

A. If you make a mistake you can press the “*” (star) key on the phone keypad to re-enter the number you just entered. If you press the “*” (start) key twice when entering details you will go back one step in the menu flow.

You can go to the previous menu step at any time by pressing “*” (start) key. To go right back to the Main Menu you can press “7”.

Q. How do I access telephone banking from outside Australia?

A. To access telephone banking outside Australia, dial your international direct dialling access code followed by 61 13 22211.

Q. Can I access telephone banking from any phone?

A. Yes, the vast majority of Touch Tone capable and mobile phones are compatible. However, due to the vast number of different phones available we cannot guarantee that all can be used. If you are having difficulties please refer to the company that made your phone, the store of purchase or your telephone company to discuss.

We also know of some problems which relate to telephone services that use VoIP (Voice over Internet). Some of these services do not send the tones from your keypad which can make our system not recognise the account details you enter. We recommend that you contact your telephone or internet service provider to discuss these issues. You also should consider registering for NetBank which provides a more comprehensive online banking service.

Q. How do I hear a list of my recent transactions?
A. Using your 4-digit CommBank App PIN or telephone banking password you can obtain a transaction history via 13 2221 Option 1 then Option 1. Select the account type you want to enquire on: (eg. Option 1 for a transaction account like a streamline, complete or smart access account). Enter the number of the account or card you wish to obtain information on followed by “#”. Then enter your 4-digit CommBank App PIN or telephone banking password followed by “#”.

Once the balance is read press 2 followed by 2. You will then hear your last 5 transactions. To hear more transactions press 2. You can hear up to 20 transactions.

Follow the prompts for information on other accounts.

Q. Can I obtain loan or credit card repayment information via Telephone Banking?
A. Yes. After dialling 13 2221 press 1 followed by 1 and then select 3 (for cards) or select 4 (for loans) and enter your loan or card account number followed by your 4-digit CommBank App PIN or telephone banking password. You will then be provided with the balance and then you can follow the prompts to hear other account details.

Note: You can only use your 4-digit CommBank App PIN for Telephone Banking if you are calling from a phone number that is linked to your account.