Commonwealth Bank customers may get compensation for fees incurred during glitch


Posted

April 05, 2018 18:09:18

Commonwealth Bank customers who were charged fees during a 24-hour outage that disrupted transactions will be considered for compensation on a “case by case basis”.

Several of the bank’s services including BPAY, credit cards and loans were affected by the glitch, which is believed to have started about 8:00am (AEST) on Wednesday.

Customers told ABC News they did not receive any notification of the disruption but an error message was displayed on the CommBank app.

The outage prevented people from viewing their accounts and making purchases despite having sufficient funds, and disrupted transactions on the bank’s eftpos tablet, Albert.

The Commonwealth Bank (CBA) announced on Twitter on Thursday morning it had fixed the problem — more than a day after the issues reportedly began.

CBA has not said what caused the outage or exactly how many customers were affected.

Users on social media were told the bank had experienced “technical issues”.

“We’re sorry that some customers experienced intermittent issues with our systems yesterday,” the bank said in a statement.

“We assess any fees charged during an outage on a case by case basis and determine how to help customers who have been disadvantaged.

“We sincerely apologise for the inconvenience and would like to thank customers for their patience.”

Customers angry at lack of notice

Geelong-based retailer Suzy Dascarellos said a man from the CBA’s Merchant Support Centre told her there would be no compensation for loss of trade and wages because the glitch was not the bank’s fault.

Ms Dascarellos said the fashion store she manages, Vigorella, did not make budget on Wednesday as it was unable to process transactions.

“Retail and retail fashion is particularly hard at the moment, especially during school holidays. Not being able to process a sale for a customer is a disaster,” Ms Dascarellos said.

“Customers can be very understanding but some were not prepared to walk to their bank and take out cash to pay.

“We pay fees for these facilities so we need them to work.

“Three tweets to alert customers of the glitch yesterday just doesn’t cut it for one of the biggest corporations in this country.”

Melbourne resident Michelle Wrigley said she was trying to sort out why an account she pays monthly via debit card was suspended only to hear about the bank’s outage on the news.

She then had to go to the CBA’s Facebook page to get more information.

“I felt that an issue this big should have been proactively communicated to customers by the bank,” Ms Wrigley said.

“I received nothing and have still not received any formal notification from the bank that the issue has been resolved, how it occurred in the first place and what safety measures have been put in place to ensure it doesn’t happen again.

“Social media can be a great communication tool but it shouldn’t be the sole form of communication for an issue of this nature and magnitude.”

Gold Coast resident Courtney Hambley said her accounts were down from 9:00am to 5:00pm on Wednesday leaving her unable to pay for food, a doctor’s appointment and a car registration bill.

“I called them [the bank] three different times … they said it would be fixed by Thursday morning,” Ms Hambley said.

“They read a script to me each time saying they are experiencing technical issues blah, blah, blah and asked us ‘don’t you have another way to pay your bill?’.”

Ms Hambley said the experience made her want to switch banks but she had a number of loans and accounts with CBA and had other bad experiences with different banks.

Topics:

banking,

consumer-finance,

business-economics-and-finance,

consumer-protection,

money-and-monetary-policy,

australia





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