Had an issue with
Commonwealth Bank
? Get a real response.

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Commonwealth Bank
that actually gets through. No dead ends, just action.

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Edited by:
Ajust Content Team
Last updated:
August 12, 2025
AI-sourced. Human-edited. Made clear for you.

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.

What happens after you submit a complaint to Commonwealth Bank?

  • 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 IssuesOutages 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.

Complaints submitted through Ajust

I found out my bank was charging monthly maintenance fees I didn’t even know about. I wasn’t properly informed when I opened the account, and it’s caused unnecessary financial stress. I’ve asked for a refund and just want more transparency going forward. - Tara

My account was locked after a failed international transfer and it's still unresolved. I manage a Family Trust through this account, so not having access has been incredibly disruptive. I’ve contacted them multiple times with no solution. - Murali

I’m being hit with late fees and massive enforcement charges on my home loan-even though I’ve been paying more than the minimum for months. Just one visit from an agent cost over $300. It’s beyond unreasonable. - Hendrikus

We accidentally transferred over $300,000 to what we thought was our conveyancer’s Commonwealth Bank account. It turned out to be a scammer. Only $100k was recovered and we’re still out $221k. Why didn’t the bank catch this? - Jonna

How other consumers
Commonwealth Bank
 complaints got 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.

How to escalate a complaint with Commonwealth Bank

  • 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.

Regulatory & Ombudsman Information for Commonwealth Bank

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.

Official Commonwealth Bank Complaint Resources & Links

Commonwealth Bank
Complaints FAQs

How can I submit a complaint to Commonwealth Bank quickly and easily?

You can complain to Commonwealth Bank by phone, online, in person, by mail, or through their app. Online and phone are fastest. Log into NetBank or use their public form to start instantly. Calling 1800 805 605 gets you direct complaint support on weekdays. If you're short on time, the online form gives you a reference number and is trackable-ideal for fast resolution.

What happens after I lodge a complaint with Commonwealth Bank?

You'll get a reference number and a contact person within one business day if the issue is escalated. CommBank usually resolves complaints within 30 days, or 21 for electronic disputes. You’ll get updates every 10 business days for complex issues. If they’re at fault, they’ll fix it, apologise, and compensate where appropriate.

What are the most common complaints about Commonwealth Bank?

Frequent complaints include unfair fees, poor service, technical glitches, vague communication, and delays in loans or fraud claims. Many customers report frustration with being passed around or ignored. Even with strong tools, CommBank often ranks low on review sites due to unresolved service issues.

How do I escalate my complaint if Commonwealth Bank doesn’t respond?

Ask to speak to a supervisor or request escalation to the Customer Relations team. If still unresolved, email the Customer Advocate (CustomerAdvocate@cba.com.au). If you don’t get a resolution within 30 days, contact AFCA-Australia’s financial ombudsman-for a free, independent decision that CommBank must follow if you accept it.

You’ve done your part, now it’s time to hold
Commonwealth Bank
accountable.

Take the final step and submit a complaint that gets seen and responded to.