Customers Hit with Duplicate Charges and Negative Balances
A major technical issue at Commonwealth Bank (CommBank) has left many customers charged twice for recent transactions. On the morning of October 19, affected customers reported that funds were taken from their accounts for payments already processed earlier in the week. Some accounts even fell into negative balances, creating financial stress for many.
Several customers took to social media to voice their frustrations. Many reported being unable to contact CommBank’s customer service for immediate help. “Once I get my money back, I’m switching to a different bank. This is beyond just a simple apology,” wrote one user on X (formerly Twitter).
Disruption Sparks Financial Chaos
The glitch has caused severe disruptions for people dependent on their accounts for everyday essentials. A customer shared that their balance had dropped to -$2,815.05 due to unexpected duplicate deductions. Others expressed concern that they could no longer pay for groceries, fuel, or medications.
In one social media post, a father revealed he couldn’t buy medication for his wife’s arthritis because of five duplicate charges. A mother reported being unable to collect medicine for her daughter, saying, “I can’t pay because I’m overdrawn.”
CommBank Apologises and Promises Urgent Fix
Commonwealth Bank acknowledged the issue and confirmed that it was working to reverse the duplicate transactions. A spokesperson reassured customers through a post on X:
“We are aware some customers are seeing duplicate transactions from payments. We are working to reverse these transactions as a matter of urgency, and any fees charged will be refunded. We’re sorry for the inconvenience. Thanks for being patient with us.”
The bank further assured that all affected fees would be reimbursed. However, frustrated customers criticised the delay, with some worried that the refunds would not arrive before the weekend.
Customer Service and Ceba Bot Failures Add to Frustration
Adding to customers’ frustrations, the Ceba chat bot on the CommBank app, which usually handles inquiries, also malfunctioned. News.com.au confirmed that the bot was not responding to queries, leaving customers with limited options for resolution.
Several users shared their frustration online, stating they could not access essential items while waiting for the bank to reverse the charges. “Lots of people live paycheck to paycheck, and this glitch could ruin their weekend since refunds might take days,” one person posted.
Social Media Flooded with Complaints
CommBank’s social media platforms were inundated with comments, with users demanding immediate action. One person said:
“My account is overdrawn! I have bills to pay and children I need to feed! How does this happen?”
The issue sparked widespread anger, with many urging the bank to ensure such problems do not occur again.
Calls for Accountability Amid Praise for Leadership
While CommBank apologised for the inconvenience, customers are demanding more than just refunds. Some stated they would close their accounts due to the disruption. A customer wrote: “Thanks for the beautiful Saturday, Commonwealth Bank … There isn’t a word to describe the frustration.”
Interestingly, despite the glitch, Commonwealth Bank CEO Matt Comyn has received praise from The Australian’s Associate Editor, Eric Johnston, for his overall leadership. Johnston remarked that Comyn had done “a really good job” managing the bank’s broader operations.
CommBank Faces Pressure to Restore Trust
Commonwealth Bank has promised to resolve the issue promptly. However, customers remain sceptical about the bank’s handling of the crisis. Several people suggested switching to other financial institutions, reflecting a potential loss of trust in CommBank’s services.
With many Australians living paycheck to paycheck, the timing of the glitch has caused significant distress. As Commonwealth Bank works to reverse the duplicate transactions, customers are anxiously awaiting the refunds to stabilise their finances.
The situation highlights the risks associated with banking system errors, especially for those relying heavily on timely access to funds. Commonwealth Bank now faces the challenge of restoring customer trust and preventing future disruptions.
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Conclusion
The duplicate transaction issue has dealt a severe blow to Commonwealth Bank’s reputation. While the bank works on refunds and damage control, customers are expressing growing frustration with both the technical glitch and customer service failures. CommBank must act swiftly to restore confidence and ensure customers have access to their funds without further delays.
The fallout from the glitch serves as a reminder of the importance of efficient banking systems and responsive customer service. As CommBank navigates the crisis, it will need to focus on regaining trust to prevent long-term reputational damage.
