Credit card balances disappeared both from the major bank’s smartphone app and its online banking facility, NetBank, around 8am according to Aussie Outages, instead showing only the funds customers had in savings.
The Commonwealth Bank’s digital problems also appeared to wipe out the balances of home and personal loans, travel money card accounts, and affected bill payments using BPAY.
The outage also left some Commonwealth Bank customers stranded at checkouts, with one woman reporting that she was forced to leave a supermarket “red-faced and embarrassed” after her credit card was declined four times.
Other CommBank customers reported their debit cards being declined, and bank transfers to pay off credit cards that simply “disappeared”.
In a statement issued after its first proposed fix at 10am, the Commonwealth Bank confirmed the outage and said it was working to restore accounts and services as soon as possible.
“We’re aware some customers may be experiencing intermittent issues with NetBank, CommBank app and CommBiz,” the Bank said in a statement.
“We know that some merchant terminals are also impacted. For our customers impacted by this issue we are sorry, please be assured we are working on this as a matter of priority.”
Many customers, worried their accounts had simply disappeared, took to social to find out where their financial details had gone, why they could not transfer funds between accounts any longer, and express annoyance with the situation.
Frustrated by a lack of communication, Morgan Wilson (@explodedlibrary) asked the Bank when they would alert customers to the fact that “a serious outage” was occurring, while others were simply surprised to see their loans had vanished.
The royal commission into the financial services sector continues, with senior executives from Commonwealth Bank being asked hard-hitting questions about its consumer credit insurance products.
CBA has admitted it was too slow to address insurance issues affecting 200,000 credit card and loan customers, but has denied it tried to ‘sweep aside’ the problems.