Need to contact Commonwealth Bank and make sure they reply?
Commonwealth Bank customer support overview
Commonwealth Bank (CommBank) offers a mix of digital and human customer service support that’s accessible, flexible, and grounded in its long-standing reputation. Customers can use the CommBank app for instant help via Ceba, the bank’s virtual assistant, or reach a real person by phone or in-branch. CommBank is a signatory to the Banking Code of Practice and says clearly: "We want to know when we’ve let you down so we can make things right." While many users value CommBank’s strong fraud response and digital tools, some note that wait times can spike during peak periods. On the whole, CommBank positions itself as fair, accountable, and committed to listening to customers.
Common Commonwealth Bank customer issues and complaints
Customer reviews highlight a few recurring themes. Common complaints include:
- Unexpected fees such as charges for branch cash withdrawals.
- Long hold times when calling support, especially during busy hours.
- Branch availability issues, like closures or limited hours.
- App issues, such as login glitches or chat not loading.
- Dispute delays, particularly for small fraud cases.
That said, many customers also express appreciation when their issues are resolved, especially for fraud cases, where CommBank’s tools often deliver fast action and reassurance.
How to contact Commonwealth Bank customer support
You’ve got options—here’s how to get help:
- Via the CommBank App
Tap Help → Message Us or start a chat with Ceba, the virtual assistant. Available 24/7 for instant answers. - By Phone
Call 13 2221 (Mon–Fri, 8 am–8 pm AEST). From overseas, dial +61 2 9999 3283 (24/7). Use automated prompts to reach the right team. - In a Branch
Visit your local branch for face-to-face support. Use the Locate Us tool to find your nearest location. - Online (NetBank)
Log into NetBank to send secure messages and manage your account. Visit the Help & Support section once logged in. - Complaints & Feedback
Use the Complaints & Compliments form online. You can log in or submit feedback anonymously.
⛔ No public email address is available. CommBank prefers secure app chats, web forms, or phone calls for security reasons.
Commonwealth Bank key customer policies: refunds, returns, cancellations and more
- Refunds & Disputes
Report fraudulent or incorrect charges via the app or phone ASAP. Most card-related disputes follow a standard process, and many customers report successful outcomes. CommBank credit cards include Purchase Security and Extended Warranty, with a $100 claim excess (check the PDS for full terms). - Cancellations
Close accounts, policies, or services via app, NetBank, phone, or branch. Insurance policies often have a 14–21 day cooling-off period. Refunds for unused premiums may apply after cancellation. - Warranties & Guarantees
Banking services aren’t covered by traditional warranties, but CommBank credit cards may offer extended warranty insurance on eligible purchases. - Support Policies
As part of the Banking Code of Practice, CommBank is committed to fairness, transparency, and hardship support. Special services are available for customers facing financial difficulty or domestic/family violence.
Commonwealth Bank complaints submitted through Ajust
I tried for weeks to get my account unlocked after it was frozen following a failed international transfer. Despite multiple attempts, no one could give me a clear answer. It felt like I was just being ignored, even though this affected my family trust too. - Murali
After my phone was stolen, I couldn’t access my banking app. Customer service said I had to go to a branch just to update my number, even though I’d already verified my ID before. During a tough financial time, this made everything harder. - Tia
My NetBank account kept getting locked without explanation, even after I gave them medical documents showing I couldn’t easily get to a branch. I felt like they didn’t care that I was dealing with a serious injury and PTSD. - Sean
Commonwealth Bank gave me zero explanation before cutting off access to our lodge accounts. When we called to ask why, they said they didn’t have to tell us. We’ve banked with them for almost 100 years-it felt like they didn’t value us at all. - David
Recent experiences with Commonwealth Bank customer service
One user shared a six-week delay resolving a $90 fraud case. The outcome was ultimately positive, but the timeline caused frustration.
Another customer reported a same-day refund after filing a dispute through the app: “dispute was successful and refund on its way”.
A 30-year customer praised CommBank’s consistent fraud handling across multiple incidents, including large ones: "never lost a dollar."
Official Commonwealth Bank Customer Service Links & Contact Information
Commonwealth Bank Contact FAQs
What’s the fastest way to speak to a real person at Commonwealth Bank?
The fastest way to reach a human is by calling 13 2221 during business hours or using the CommBank app’s "Message Us" option for chat escalation. Many users start with Ceba (the virtual assistant) but report better outcomes when asking for a real agent early. If your issue is urgent or complex, calling is often quicker than relying on digital tools, especially during off-peak times.`
How do I dispute an unexpected CommBank charge or fee?
You can dispute charges through the CommBank app or by calling customer support-start as soon as you notice the charge. Most card disputes follow a set process and can be handled in-app for speed. Users have reported fast fraud refunds but delays for smaller issues, so escalating politely if things stall is key. Be sure to mention the Banking Code of Practice if you're not getting traction.
Why are CommBank branch hours limited and how can I still get help?
Some CommBank branches have reduced hours or have closed-digital support is now the bank’s first line of service. Use the "Locate Us" tool to check local branch availability. If you can’t get there in time, the NetBank portal or app support chat is often the next-best alternative for in-person-style help, especially for complex issues like disputes or account closures.
What are my rights if CommBank delays my refund or dispute?
Under the Banking Code of Practice, you have a right to timely, fair resolution-CommBank must respond and explain delays. If your issue is unresolved after reasonable time, you can escalate via their complaints form or through the Australian Financial Complaints Authority (AFCA). Ajust users often get faster outcomes by documenting all attempts and asking for a clear timeline in writing.
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