How to file a complaint and get quick results from Commonwealth Bank
How to submit a complaint with Commonwealth Bank
Phone:
Call 1800 805 605 (Australia) or +61 2 9687 0756 (overseas), Mon–Fri 8am–6pm.
General support also available 24/7 at 13 2221.
Online Form:
Submit via the CommBank complaints form (log in to NetBank or continue as guest). You’ll receive a reference number.
In Person:
Visit any Commonwealth Bank branch. Staff can raise the complaint on your behalf. Use the branch locator.
Mail:
Write to: CBA Group Customer Relations, Reply Paid 41, Sydney NSW 2001 (no stamp needed). Include your contact details and issue.
App Chat:
Use the CommBank App to message support (via Ceba). Not a formal complaint method, but useful for direction or quick fixes.
- Acknowledgement: You'll receive a reference number and a contact person, typically by the next business day if escalated.
- Investigation: CommBank aims to resolve most issues quickly. More complex cases (like insurance or transaction disputes) are actively updated every 10 business days.
- Resolution Timeline: Most complaints are resolved within 30 days; electronic disputes within 21. If delayed, they’ll inform you and keep you updated.
- Outcome & Action: If an error is found, CommBank commits to fixing it, offering apologies, and prompt compensation where appropriate.
- Who Handles It: Issues may be fixed by frontline staff or escalated to the Customer Relations team, they’ll guide you through to resolution.
- Principles: Complaints are managed under 11 principles including fairness, honesty, and speed. CommBank states: “We provide prompt compensation where it’s the right thing to do.”
Common complaints against Commonwealth Bank
- Fees & Charges – Customers frustrated by unclear or excessive charges (e.g. overdrawn fees, service fees)
- Poor Customer Service – Rude or dismissive staff, long wait times, and lack of follow-up
- Access & Technical Issues – Outages or glitches in mobile and online banking causing access problems or duplicate charges
- Communication Gaps – Vague automated messages, being passed around departments without resolution
- Loan & Credit Frustrations – Delays or errors in mortgage/credit approvals, unhelpful responses to fraud claims
These issues reflect widespread customer dissatisfaction online, with CommBank often receiving 1–1.5★ on review sites. Despite its size and tools, service pain points persist.
Got an issue with Commonwealth Bank? Send your complaint instantly!
Real Commonwealth Bank complaints and how they were resolved
Duplicate Transactions:
A tech glitch caused customers to be charged twice, overdrawing accounts.
✅ Resolution: Same-day reversal, refund of related fees, and goodwill credits ($50) for those who requested it via app.
$15,000 Error & AFCA Escalation:
A branch error wrongly debited $15k and froze a migrant’s account. No apology initially.
✅ Resolution: After AFCA intervention, CommBank apologised and paid compensation.
Scam Dispute Denied, Then Refunded:
Customer disputed fraudulent card transactions; CommBank initially refused.
✅ Resolution: After customer threatened AFCA escalation, a refund was processed.
- Request a Supervisor: At any stage (phone or branch) you can ask to escalate to a manager or have your case reviewed.
- Customer Relations Team: If frontline support can’t resolve your issue, ask for escalation to this internal complaints team.
- Customer Advocate: The advocate office is responsible for overseeing fairness in outcomes.
📩 Email: CustomerAdvocate@cba.com.au
📨 Mail: Customer Advocate, Reply Paid 88915, Sydney NSW 2001
(Note: The Advocate doesn't handle direct complaint reviews unless systemic issues are raised.) - Know When to Escalate Externally: If unsatisfied or past 30 days without resolution, escalate to AFCA.
AFCA – Australian Financial Complaints Authority
📞 1800 931 678
🌐 afca.org.au
📧 info@afca.org.au
📮 GPO Box 3, Melbourne VIC 3001
Free and independent, AFCA resolves financial complaints if CommBank’s internal process fails. CommBank must comply with AFCA rulings if you accept their decision.
Other Regulatory Options:
- ACCC: Report systemic issues (e.g. unfair fees) at accc.gov.au | 📞 1300 302 502
- ASIC: Report regulatory breaches (e.g. false advertising, lending misconduct) via asic.gov.au
- OAIC (Privacy Issues): If CommBank mishandles your data – oaic.gov.au | 📞 1300 363 992
These bodies don’t usually resolve individual disputes but can pressure systemic change. For personal outcomes, AFCA is your best bet.
- Complaints & Compliments Hub – Start your complaint
- Online Complaint Form – Submit as guest or log in
- CommBank Contact Us – General enquiries and support numbers
- Complaint Handling Guide PDF – Downloadable
- Complaint Principles – How CommBank commits to fair complaint handling
- Customer Advocate Info – Learn more
- AFCA – Make a Complaint – Independent resolution
- Banking Code of Practice – Standards banks follow
- CommBank Help & FAQs – General self-service help
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