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Frequently asked questions

You should use the “Report a Scam Payment Sent to a CommBank or Bankwest Account” form if:

  1. You sent money from an account held with another financial institution (not CommBank or Bankwest); and
  2. The funds were sent to a CommBank or Bankwest account; and
  3. You believe the transaction is linked to a scam.

This form is available to you even if you hold other accounts with CommBank or Bankwest. It is specifically designed for situations where the sending account is with a different bank and the receiving account is with CommBank or Bankwest.

Yes. If you believe funds were received into a CommBank or Bankwest account, you can submit a report using our online form.

You are required to complete additional Report a Scam Payment Sent to a CommBank or Bankwest Account web forms.

Your contact details, transaction details (e.g. your account details, the receiving CommBank or Bankwest account details, transaction amount and date) and any reference number from your bank. If you do not provide the information requested in the form, we may not be able to act on your report and take steps to investigate the matter.

 

Generally, CBA and Bankwest do not need your sensitive personal information for a report. Please do not provide us any sensitive personal information, such as health information, when lodging your dispute. We will contact you if we require any specific information further to what you have provided in order to progress our review of your dispute. You can view our Group Privacy Statement here.

Once your report has been successfully submitted, you will see an on-screen acknowledgement and receive a confirmation email. CommBank or Bankwest will review your report and contact you if we need any further information.

If you do not receive an on-screen acknowledgement or confirmation email, this may indicate that your report was not successfully submitted. Please try submitting your report again.

If you don’t have an email address, you must include your mailing address so we can get in touch. Formal communication of the outcome of your report will occur after the CommBank or Bankwest teams have assessed your case, with the outcome of the assessment issued to the mailing address provided.

If you think you’ve been scammed, follow these steps immediately:

Call us on 13 17 19. We can help prevent further loss or improve your chances of recovering your funds by: