Commonwealth Bank
4,162 reviews
AI reviews summary
Recent feedback for Commonwealth Bank indicates a sharp divide between positive in-branch interactions and systemic failures in digital services, security protocols, and phone support. While specific staff members are frequently praised for their professionalism and empathy, recurring issues with account freezes and inaccessible customer support are causing significant consumer distress.
Pros
- Exceptional Individual Staff: Many users highlight specific branch employees across Australia (e.g., in Salisbury, Ingle Farm, and Erina) for going "above and beyond," providing compassionate support during difficult times, and resolving complex issues.
- Efficient In-Branch Problem Solving: When accessible, in-person service is often described as professional and attentive, frequently resolving problems that automated systems or call centres could not.
- User-Friendly App Interface: A segment of users finds the mobile app easy to use for basic tasks, such as opening new accounts or managing simple daily transactions.
- Effective Fraud Detection (In Specific Cases): Some customers report positive outcomes where the bank successfully identified and reversed fraudulent transactions within a short timeframe.
Cons
- Aggressive Security and Account Freezes: A major recurring complaint involves the bank freezing accounts without notice for "suspicious activity," often involving legitimate transfers (e.g., car sales, crypto, or self-transfers), leaving customers stranded without funds for days.
- Inaccessible Customer Support: Users report "endless" hold times on phone lines (often exceeding an hour) and describe the AI chatbot, Ceba, as "useless" and "hopeless" for resolving anything beyond basic queries.
- Cumbersome Two-Factor Authentication (2FA): The mandatory requirement to use the mobile app to approve desktop logins is frequently described as "bloated" and "nightmarish," especially for business users who must authenticate dozens of times daily.
- Poor Deceased Estate and Power of Attorney Handling: Multiple reviewers report distressing experiences when dealing with estates, citing conflicting information, long delays in releasing funeral funds, and a lack of empathy from administrative departments.
Verdict
Commonwealth Bank provides strong face-to-face service through dedicated branch staff, making it a viable option for those who prefer in-person banking. However, consumers should be wary of highly restrictive automated security measures that can lead to sudden account lockouts and a digital support infrastructure that is currently failing to provide timely human intervention.
Ive been with commonwealth for 20 years, last night they removed all access from my online netbank account and app due to "fraud". It happened after hours so I couldnt do anything about it until this morning, the fraud in question was a friend of mine sending me money for a ticket I payed for earlier in the day, this person had sent me money… Read more
plenty of times over the last 10 years.
Commonwealths response was the forced closing of my account to prevent further "fraud", they also refused to tell me why it was flagged as fraud, just they had a "source".
This is the second time they have frozen my accounts over nothing at all this year
They did offer to open a new account for me but I decided to go with a different bank.
They have the ability to remove all access to your money for zero reasons
CommBank’s Ceba virtual assistant is completely inadequate. It has extremely limited functionality and is not able to perform even the most basic of tasks or requests during interactions. It acts more like a barrier to actual customer service than a helpful tool. CommBank should retire this system entirely until they can develop something that actually works and genuinely supports their customers.
I would like to express my sincere appreciation to Commonwealth Bank for the outstanding customer service I received from Nikita. I experienced an issue with my Smart Mini merchant terminal, and Nikita was exceptional throughout the entire process. She took ownership of the matter, patiently troubleshot the problem, arranged for a replacement… Read more
Smart Mini terminal without delay, and consistently followed up to ensure everything was working correctly. Her professionalism, prompt communication, and commitment to resolving the issue made the experience smooth and stress-free.
I would also like to acknowledge Andrew, who is currently at the Commonwealth Bank Weatherill Park Branch and was previously the Branch Manager at the Merrylands Stockland Branch. Andrew has always demonstrated excellent customer service, professionalism, and genuine care for customers.
Commonwealth Bank is fortunate to have dedicated staff members like Nikita and Andrew. Their commitment to customer satisfaction reflects the high standard of service that customers value and appreciate.
Thank you for your excellent support.
Best wishes,
Ravi Anandarajah Valued Customer Personal & Not for Profit 30 July 2026
Reviews with attachments
Not transgender friendly , or teretz syndrome friendly, said i would get a warrning , and didnt give it and still they terminated my banking with them , inc power of attorney abilitys
ive ben with commbank for 20 yeqrs i've never had to show a photo ID before my birth. Certificate was fine and another document. I mean, what's all the fuss about anyway? I don't have that much money.\n So all of a sudden after 19 years, my account gets locked. Every single card is locked. I have no more access to the app or internet banking or… Read more
phone banking completely locked out because I need to show some photo ID when I've never had it.\n Now I was unable to pay for anything because I didn't have a card.My money was logged in the account and then I had to make arrangements with the new bank.So it put me in a bit of a situation and no matter what , they would not unlock the account i've got 2 credit cards with them that are maxed out so I can't pay those back and\n I had recently lost my job, and it was in Melbourne on vacation. So it was making things very, very difficult.\n But they didn't care, they just wanted that photo ID, no matter what, like why does it post a big deal?\n To have to do that to someone just for a photo Ike If I had known that was the case , then I would have avoided this , and probably just got really bad luck and I don't know what's happened, but, you know, I hope this doesn't happen to anyone else, but, yeah, yes, what happened to me.
[Content Removed] service Tried 3 days in a row but everytime it takes over 1 hr and no guy picking up the call. Just tired of this [Content Removed] Bank with [Content Removed] attitude . Their CEO braggs all [Content Removed] Show details
I am extremely disappointed and honestly shocked by how I was treated. On 18 February 2026, I received an email informing me that all my bank accounts were being closed due to a “commercial decision” and that no reason would be provided. I was immediately locked out of my accounts and unable to access my own money. No notice. No warning. No… Read more
explanation.
I could not log in. I could not transfer funds. I could not use money that legally belongs to me. This created immediate financial hardship and significant stress.
The email stated that a cheque would be sent for the remaining balance, but it did not explain clearly whether I could withdraw funds at a branch or how long I would be left without access to my own money.
When I called for clarification, the first staff member transferred me and the line disconnected due to “outside business hours.” The next morning, I called again at 9:45am. The male staff member who answered did not introduce himself and spoke to me in a dismissive, condescending tone.
When I explained that I had been locked out of my accounts and could not access my funds, he repeatedly asked, “So how can I help?” as though the situation was somehow my fault. He then told me that account closure and accessing funds were “different issues.”
He eventually said I could go into a branch to withdraw my money but wasn’t even sure what the withdrawal limit would be. This completely contradicted the email, which said a cheque would be sent. When I pointed this out, he responded, “That’s why you’re calling now.”
The most disturbing comment was when he said, “We do this 100 a day and unfortunately you’re one of those.” That statement was deeply offensive and made me feel as though I was being treated like a criminal.
All funds in my accounts are from legitimate wages and transfers from my partner. I have no debts, no suspicious activity, nothing improper.
If the bank chooses not to continue a relationship with me, that is their decision. But locking customers out without clear communication, causing financial hardship, and treating them with disrespect is unacceptable.
Customers deserve transparency, dignity, and basic professionalism.
As a CommBank Yello Plus customer in Melbourne (benefits extended to June 2026), I was excited about the exclusive Amber Electric offer: up to $150 welcome credit over 12 months for Plus tier (promoted heavily on commbank.com.au and amber.com.au/cba-yello, valid until 30 June 2026). Despite meeting all criteria (15+ outbound transactions, $500+… Read more
eligible balance for 15 days), the Amber offer simply never showed up in the "Offers" section of the CBA Yello hub. The app showed "No new offers yet. Check back later" for weeks, even after my transactions and balance updated (finally showing 15/15 after a delay). Steps I took:
Reinstalled the app (as advised by 132221 support on Feb 10). Called CommBank twice on Feb 10: Both times told "nothing wrong on your end" – just wait or reinstall (no fix). Submitted a formal complaint (CF-15151868681C) on Feb 12 via the app. Received confirmation it's under review, with a manager to be assigned in 2-3 working days (up to 7 in busy periods). As of mid-Feb 2026, it's still open with no updates, no assignment visible, and no resolution. Meanwhile, other offers appeared (e.g., Uber One, Origin Energy specials, travel credits), but Amber remained missing despite the partnership being active and promoted.
This has wasted significant time and prevented me from claiming a meaningful energy discount for my solar + battery setup. The "data may take up to 48 hours to update" excuse doesn't hold when delays stretch weeks, support provides no real troubleshooting/escalation, and the complaint process feels unresponsive. CommBank Yello promises "exclusive benefits" and "personalised offers," but in practice, it's unreliable and frustrating. If key partner offers like Amber don't appear for eligible customers, what's the point? Poor execution all around – avoid relying on Yello for anything important.
I have been with Commonwealth for 8 years and I have decided to never bank with them again. I sold my car and as soon as I receive the fund from my buyer and my buyer took my car with him, Commonwealth decided to freeze my account ($0 shown on my account as my fund got frozen) with their reason being the fund is investigated for scam related fund… Read more
or ilegally obtained fund. How am I as a normal civillian able to run a credit check on my buyer and know exactly where his money is coming from? And then they also told me I am also getting investigated for scam or fraud. I got an email saying my fund maybe seized if its a scam related fund. So I am will be left with no car and no money. How is this not a criminal act from a bank? They told me they will need 3 days and my account will stay frozen. Am I supposed to just live in the streets cause I will not be able to pay my rent and food because Commonwealth decided to investigate matters beyond my control? They expect me to force my buyer to contact their bank, but their bank (St George) can only say that the funds are already with Commonwealth and its a Commonwealth issue as the fund is already out of my buyer’s account.
As a Commonwealth customer, I realized that commonwealth will not protect you as their only customer.
I signed up for a 5 month net bank saver high interest account. Be warned after 1 month they will change the variable component, even though their conditions online say it won't change until after the introductory period of 5 months. And then to add further insult, they don't then give you the new *introductory rate* available online, they will… Read more
put you on much less. An internal review from the manager, who is condescending AF, will give you no results. Escalating to the Complaints Team also gives no results. Oh by the way no email about the change of rate You have to dig into your account information and it's hidden away (takes about 5 clicks to find the info). Unethical conduct, no customer service and no concept of customer retention. Note the sentence attached, sentence 3, *At the end of the introductory rate period the Net bank Saver standard variable rate applicable at that time will apply*, is false. They will adjust it as soon as they feel like it. To give you all a further update, yesterday I went to close my account. I arrived into the digital queue at 12:36pm and was 8th in queue. By 1:22pm we had a message to say we were near the front of the queue and to return to the branch. We walked back to the branch arriving at 1:27pm. By 2pm, we still had not been served. Finally we were called 45 minutes later. I was rude, frustrated, and the staff member serving me, whilst trying to remain professional could see I was clearly upset, and basically told me she was refusing me service. I explained to her I had the flu, and had wasted almost three hours by now at the bank and should be home. She still refused to serve me for my 'attitude'. I wonder how she would feel if the bank changed her interest rate and made her lose over $4k in 4 months without telling her? I heard an elderly man in the next office, also getting irate and was sadly asked to leave. The bank and staff have no conflict resolution skills, other than asking you to leave. I had to back down and 'apologise' so I could move MY money and I didn't swear or call her names, I simply told her how disgusted I was in the bank and how unethical it was. She threatened to make me come back tomorrow and wait again (wow!) finally she agreed to close the account. It then was sent to another staff member to come and verify. I asked about the waivering of the $30 tfr fee for all the hassles, delay and misleading information, and was told, that she would lose her job to waiver the fee. I enquired with the 2IC who came into the review my transaction, but lucky [Name Removed] (the oh so savvy bank manager had told her he had already denied me this request, way to go [Name Removed], for one of your highest saving branch customers, aren't you just a gem saving your branch $30 whilst losing my money, and also nowhere to be seen helping your staff, or trying to salvage your customers walking out the door, you hid in your office all day). In summary it took 4 staff, and almost 3 hours to close the account. i exited the CBA Orion branch at 3:26pm, sick, tired and disgusted with their threats (to make me come back another day!)The saddest part, not one person said 'how can we fix this'? To add insult, an email 'summary' came through from Primus at the Customer Complaints Team. He refused to even put me on the current Net Saver Introductory Rate of 4.45% because that was for 'privileged new customers'. Let me warn everyone stay away from CBA. After 1 month you will no longer receive the rate guaranteed, or be a new or 'privileged' customer. When I asked Primus how he would remedy this situation to retain my business, he simply said my case was closed. No attempt to keep me as a customer. Today, the most satisfying part of my day, was transferring all my funds to St George, who not only offer a better rate than CBA, but exceptional customer service at their Orion Branch . Do yourself a favour and take your hard earned money elsewhere. CBA, and & CBA Orion do not appreciate your custom. No wonder people are getting asked to leave the bank, when you treat them so poorly.
If there was a negative star review, it would be most certainly be -5 STARS Review of Commonwealth Bank Australia (CBA) – A Caution for Small to Medium Businesses Commonwealth Bank Australia (CBA) promotes its CAN campaign to attract small and medium-sized business clients. However, in practice, it appears that CBA has become increasingly… Read more
disconnected from the needs of these businesses.
One major concern is their practice of holding payments for up to 24 hours. During this time, CBA reportedly leverages these funds on foreign exchange markets, effectively "gambling" with client money while payees wait unnecessarily. To put this in perspective, imagine CBA holding transfers amounting to hundreds of millions for a full day— the interest alone on such sums could surpass what many individuals earn in a lifetime. This practice raises significant concerns about the prioritization of customer service versus bank profit.
Moreover, despite their substantial profits, CBA’s online banking platform and website experience frequent outages, causing frustration and disruption for users.
For small to medium businesses seeking reliable banking services, I recommend considering alternatives such as St George Bank (an affiliate of Westpac). Their service is more consistent, online banking is dependable, and you can speak to real customer service representatives rather than dealing with automated systems like CBA’s AI assistant, Ceba, which many find lacking.
In conclusion, while CBA remains a dominant and wealthy institution, their service model for small to medium businesses leaves much to be desired. I urge business owners to carefully consider their options — sometimes even small actions, like switching banks, can send a strong message.
Caveat Emptor.
I had so much trouble ordering a $26 meal from Menulog tonight. I’ve been ordering with Menulog for years. The bank has put a protection of scammers alert on Menulog making it impossible to order a simple meal from your credit card. I kept trying and trying to eventually locked out of my own credit card. Thanks to this bank no food for me tonight.… Read more
37 years of loyalty this is how they treat you. I made calls of 2 hours on the phone and struck some workers who I refer to as idi*ts. Waste of my time.
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The staff are great, however the Commonwealth Bank is useless, stand in line to see a teller for 35 minutes is ridiculous,whoever thought up how you set up a branch needs their head read, Tellers constantly have to leave their station to talk to sidelines staff and clients. You make billions hire some staff and streamline customer relationships Show details
I’m sick and tired of your maintenance. No one should ever be stuck gaining access to their money. This is [Content Removed]. I lost $210 this morning as I couldn’t get to work! Who is reimbursing my loss? I’ll be contacting long legal services. This happens too often. Emergencies happen to people too bad a person may have to die because no one… Read more
can gain their funds if this don’t stop we will start petitioning. Now I best be reimbursed for my loss. This is disgusting
What can I say. Nothing positive. They go from bad to worse. After 18 years of rubbish from this bank which is a laughable word for what they are. We are moving to a new banking institution who have dine everything we asked for within a week we as Cba could do at all. Honestly what an absolute waste of time they are. CAN what a load of rubbish. I cant speak any more lower of them with out being rude. Show details
CBA is locking customers out of online banking. It was never a requirement to have a smart phone to access your bank account online. You either had a security token or sms net code. With SMS code you only had to get a code for adding or making a payment to a new payee. It all has changed overnight. Now every time you try to logon to CBA online you… Read more
get a rude message to authorise the logon via the CBA smart app. Several minutes later after locating the phone, unlocking, entering the CBA smart appp pass code and several steps to find the authorisation notification, and several follow up confirmation steps you are now allowed to do your online banking. What evil spirits have possesed CBA to implement this by brute force. Are you out of your freaking minds? We already have multi factor authentication in place. Stop using MFA to excuse what is a blatant attempt to force everyone onto smart phones and the CBA app. This is a very bad decision that is only going to frustrate & allienate most of your customers.
Latest follow-ups
I asked my bank last year if I get charged. I was told no. Well I am and not happy. Debit card will no longer be used unless it's online as I will GO CASH AS ITS BETTER FOR ME, A PENSIONER TRYING TO SURVIVE. ITS A DISGRACE TO TAKE OFF US. WE ARE UNDER THE THRESHOLD. Am sick of it Show details
Follow-up · I found out it wasn't the bank. It was where I shop. I no longer use my card there. I pay cash and some shops I no longer visit as they lied to me.
Bank issued us with illegal tender – We exchanged Australian dollars to English pounds last week and when we went to use the money in England we were told that the notes had been uodated and these ones are.no longer legal tender. How can a bank.as.big as CBA exchange money and give you illegal tender? Very inconvenient when you realise you have no money in a foreign cou try. Show details
Follow-up · I got a refund, but initially they were going to charge me the transaction and exchange rate. Adter a bit of a discussion, the charges were omitted. It was 2 x GBP50.00.
The Commonwealth Bank "Foreign Exchange" desk at 385 Bourke Street Melbourne refuses to take cheques if they are in $USD! The ACCC should prosecute them for misleading and deceptive conduct in calling is a foreign exchange desk when it does not… Read more
accept foreign exchange. The staff were really unhelpful. They suggested that I go to a Bank of America branch in Sydney!
Follow-up · The CBA foreign exchange desk still refuses to take cheques in foreign currency. As Basil Fawlty might have said, "what's the point of you?".
Positive reviews
The lady which helped me with my term deposit renewal on 14/7/2026 at oakleigh branch was outstanding. she made me feel comfortable and important She took her time to explain all aspects of the transaction process and helped me to make the right choice. Congratulations!! Show details
I made a payment to a company that sent me a letter asking to pay for Company Review. I didn’t sign up for their service before they sent me the letter. They had hidden fee that wasn’t disclosed. I promptly disputed the payment, Commbank put it on hold. After I sent that company’s letter and my communication with them to Commbank, on the following day they confirmed to me the payment would be refunded to me. Btw their app is superb.
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Bacchus Marsh staff assistance was outstanding last week when I presented my concerns of unfamiliar notification of unclaimed CBA shares. It was so unexpected I thought it was a scam but the staff investigated the claim for me, accessing bank departments and spending generous time to an unfamiliar customer. As an online customer, I do not go into the branch regularly and I felt respected and supported. Show details
Negative reviews
Look at the other reviews, the 1 star's take the cake, good reason for that. Worst bank I've ever dealt with. Staff hard to deal with, incompetent and rude!! Their website no different.
Horrible ecperience. Treats some customers like criminsls even if they have authority on family members accounts especially the elderly. Considering closing all accounts and taking the matter further to the Ombudsman
Absolutely useless app you enter your details and it says it's sending details to my email and nothing sent. Unsatisfying commonwealth bank using selling Foreign owned insurance company Zurich under a different name in Australia who wouldn't pay travel insurance sum of $15,000 because I got new permanent problems and was in hospital over 6… Read more
months in that time I had died once and now can no longer stand so in a wheelchair daily low blood pressure and only have 33% heart function and various other health issues that I didn't have till I was in hospital. One of the major problems that ruined my health is 2 medicines that fludrocortizone and midodrine which a registra trainee doctor which is not a cardiologist had me on for 10 weeks which is where the heart attacks and unable to stand and death in hospital CPR 8 minutes and then defibrillator got me alive again. And was still in hospital when I got sent home and NDIS started I have to have Carerers and hospital air bed and all the other medical things that come with it but was not enough for Commonwealth Bank who my wife was paying money to with now knowledge it was a cruel insurance company who denied paying because I was dizzy a couple of weeks before in hospital but could stand and not have the problems that I got in hospital. Zurich refused to pay the insurance totally and commonwealth bank didn't care it's not there problem. Public Hospitals will charge you $100 a day or $81 a day on a concession after 34 days in hospital unless it a acute medical problem and because I had been transferred 10 times between redcliffe hospital and RBWH in Brisbane.
Recent reviews
I don't understand why your advertised opening hours are 9:00 am to 6:00 pm, yet the staff who are required to discuss or resolve customer requests finish work at 5:00 pm. If your business is open until 6:00 pm, shouldn't the appropriate staff be available during those advertised hours? This was to discuss my mortgage discharge application. Show details
Rude people newer to deal with them again Not reliable no words to describe! Manager didn’t give me my money to withdraw he locked me in office and abused fir half an hour asking what i want to do with it He was rude arrogant I left office without my money and then transfer it to another bank and closed account forever!!! It happened in deer park branch Newer Comm bank Again!!! Show details
I have a credit card with Commonwealth Bank I pay off the full amount owing including pending and within days I have another large balance owing despite no significant items bought on the card subsequently I have tried to get good explanation but just get same information I can get … Read more
off my transaction record. On top of this I have long waits to get through to speak to someone
Today all up 25 minutes
I don't blame the phone staff
I have been a Commonwealth Bank Customer for as long as I have been on this planet - nearly 59 years. Today I called up to raise my Credit Card limit. I was refused because I am no longer employed (because I do not need to be). I have a substantial lump sum (most of which is with the CBA and which is a few hundred thousand, so not insubstantial)… Read more
which I am living off until I access my super at 60. On only three or so occasions have I had to pay interest on a card I have had for over three decades and in all cases there were mitigating circumstances (illness, bereavement, etc.). I always pay my card on time and have no problem doing so. Due to (i) cost of living (ii) the general social move from cash to credit (iii) wanting to spend some of my accumulated cash, I want to raise my credit card limit. The last time I have had to pay interest/fees was recently because I went over the limit unknowingly; hence I want to raise the limit because time has moved on, circumstances have changed and it is no longer sufficient. I was told 'no' and made to feel inferior for even asking. I was only asked about regular employment income. I was not asked about my credit card history, other debts (none), or the exact pool of cash I have to pay my card from (a lot). I am totally shocked and insulted and like I said over the phone seriously contemplating a move to the other institution I have an investment account in. How dare they. And in other news, I was annoyed that they assumed that I used the app. How about asking how I bank?
Extra Information
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This morning (February 19, 2026), the Amber offer finally appeared in my CommBank Yello 'Offers' section .