Allan B.

I've been with the CBA for 50+ years. During this time, problems I've had with them have been sorted out rather easily.
On this occasion, one of these 'simple' questions have been 'too hard' for CBA staff. To illustrate –
- 27 June – I noticed a small transaction I don't recognise. Immediately, I suspected fraudulent activity.
- 28 June – I tried to advise CBA, by their marvellous chat line, 'Ceba'. It couldn't understand me.
- 28 June – Phoned CBA. Waited 10 minutes for an answer. Finally, I got to state my query and advise them of my fears (fraud attempt?). The reply, "I'll put you through to the 'Disputed Transaction Team. I should take about 10 minutes(?)". I waited 30 minutes with no response, so hung up.
- 28 June – I went to Riverton Branch and was asked to 'wait' about 20 minutes. Finally, after 30 minutes, I again stated my question. "I can't give you an answer now. However, I'll look into it and ring you in a couple of days" was the reply.
- 4 July – Still no reply. I phoned again and asked to speak to someone with a complaint. The staff member said, "I can help. What is the complaint about?". I explained, again to be told, "I can't help (after-all), so I'll have to put you through to someone". Here we go again, I thought. Sure enough, I waited another 10 minutes (I don't know why) and hung up.
- 4 July – Back to Riverton Branch. I asked to speak to someone immediately and gave them a short summary of a complaint. The response was, "You'll have to wait a while". With that, I said, "I'm not prepared to wait another minute. I'll close my account". To that I received a shrug of the shoulders and an "OK". I am surprised at myself for being reasonably calm.
Commonwealth Bank clearly don't value customers. They don't even want to attempt to retain their business.
Also, I have no wish to continue as a customer and am closing all accounts. Family and friends are doing likewise.
Commonwealth Bank is 'the pits'. They offer Disgusting Service or rather No Service. Be advised that sooner or later it will happen to you – Reasonable service for many years. When they get tired of you, you're treated like dirt.