Commonwealth Bank services restored after network outage left customers short-changed

Customers of Australia’s largest bank were unable to make payments or access their money online on Thursday due to a network issue which has since been restored.

Commonwealth Bank’s (CBA) systems started to recover at 1am AEDT on Friday after systems crashed around midday on Thursday due to an “internal system issue” that related to an upgrade.

The bank said there may still be some payment delays but all payments into and out of customer accounts would be properly processed. It said branches would be open today, and ATMs and EFTPOS were now operating as normal.

CBA has put on additional staff at its call centres to assist customers with any outstanding issues.

The outage was first announced to customers at 12.15pm on Thursday, with CBA saying its services were “experiencing an issue”, which resulted in some temporary branch closures and stopped CommBank app and NetBank payments working.

The bank said on Twitter that afternoon that it was likely to be “some hours” before affected services would be restored, but that all accounts were safe.

According to CBA, the following services were “affected”:

  • Some debit card payments may be impacted
  • BPAY services including PAY-ID payments not available
  • Cardless Cash and Cardless Deposits not available
  • Some in-branch services
  • Some call centre services
  • CommBiz log-on and some CommBiz payments

The following services were still available during the outage:

  • ATM and EFTPOS merchant services were working
  • Debit and credit cards were working

The bank said it was experiencing high levels of call volumes at its call centres, some of which were impacted by the technical issue, so there would likely be longer-than-usual wait times as a result.

A horde of CBA customers went on Twitter, looking for answers about when their banking services would be working again, with some claiming they were even left unable to pay for their fuel at the petrol bowser.

This article was updated with new information as changes came through.

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Image source: TK Kurikawa (Shutterstock)

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