Commonwealth Bank Avis 

Customer service has been terrible. I was provided with incorrect information from CommBank, and then took over 12 months to receive accurate help in rectifying the issue.
I put a complaint forward and they have accepted minor responsibility, but won’t accept full responsibility and adjust my credit score accordingly.
I have tried to escalate to complaints management but they won’t take the matter any further and I am not satisfied with the responses provided.

For the most simplest of instructions to not have PAPER-CHESS sent via mail. Thet still managed to send them. Talk about being echo freidnlty. Really disliked that.

Service was excellent and Lisa at Kingston branch was very helpful

I had an extremely disappointing experience at carindale branch , mainly because of the branch manager, Karenza. My husband, who has a physical disability, waited in line to be assisted. When we finally reached the counter, Karenza was incredibly rude and dismissive.
Instead of helping us, she bluntly told us that she couldn’t do our work and pointed out that there was a long line, as if that was our fault. There was no empathy, no attempt to understand our situation, and certainly no effort to accommodate someone with a disability who had already waited patiently.
The lack of professionalism and compassion was shocking, especially from someone in a managerial position. We left feeling frustrated, embarrassed, and completely disregarded as customers. I sincerely hope the bank addresses this behavior, because no customer — especially one with a disability — should be treated this way.

Castle Plaza Edwardstown Adelaide
I’d like to express our thanks to Jordan ( customer banking specialist) and Katrina ( branch manager) for their exceptional service. Over the years the banking services have become difficult, impersonal and some to the point of rudeness when trying to retrieve our own money. This branch under the leadership of Katrina is a competent and kind service. Thank you
Kind regards
Anna

Due to my mobile number being deactivated, I was unable to receive verification codes via netbank. I visited Chinatown the Commonwealth Bank branch at 431-439 Sussex Street, Sydney for assistance on 27 January 2026. A female staff member attended to me, effortlessly completing the mobile number update while simultaneously sending me three confirmation emails and one confirmation text message.
A week later, the mobile number in my online banking account remained unchanged. On 1st February, I returned to the same branch to asking why. Upon entering, I encountered a petite, round-faced Chinese-speaking staff member who appeared to be the front-office ‘manager’. She rudely interrupted before I could finish explaining my issue, snapping: ‘I'm not listening to this. Just tell me what you want done.’ Not only did she show no remorse whatsoever, but she dismissively stated this was a back-office matter, insisting she had completed her part and I should simply wait at home for a call. She also advised me not to use net bank for the time being. By 18th February 2026, I had received no call from them, and my mobile number remained unchanged. Staff of this calibre and service quality would have been dismissed long ago in China, let alone in Australia.

I have been a customer of this bank for 36 years and am now 70 years old. To find even updating my mobile number so arduous, with no apology offered, makes me seriously question their competence, service quality, and the significant flaws in their operating system. It took a staggering 23 days to process the mobile number change, requiring four visits to the bank counter for this laborious update. On 18 February 2026, I sought assistance at another branch where a kind Australian staff member finally completed the update within an hour. My sincere gratitude to her and her team.
What sort of bank, what sort of operating system, and what sort of people in Australia could make such a simple task feel like landing on the moon????

A NIGHTMARE!
As an incorporated association we signed up for Commbiz to make approving payments easier for our executive who are located across the region. WRONG! The app may be good, but the process of signing up is beyond unprofessional. We have had to drag our executive into the same branch many times - they have spent hours there - only to find the CBA staff have not submitted the paperwork correctly to Commbiz and they have no record of our documents, signatures, etc.
We keep thinking it will get better but after 3+ years of this we will definitely move to another bank, once we regain access to our account! DO NOT USE THIS BANK.

This bank really know how to destroy souls don't they!!? Withholding money for something majorly serious such as an operation is outright smugs from hell. I'll call the police on you guys if you're behaving badly.

Lucky to get one star
I buy insurance through the comm bank then want to discuss a claim and I get transferred to South Africa no good with these guys, recommend ditch comm bank and look for an Aussie company
Went into a branch to discuss this they didn’t want to know terrible service

Closing Kenmore Branch, a branch that has seniors depending on face to face, a heartless company

Recently I visited my local branch to try and close an account I have no access to. No success. I also asked if there were any accounts that have no account fees that I could open. The answer was no they all have fees. Maybe do some research. I found and opened an account with no fees that they could have told me about. I feel it's all about getting every cent out of you they can extract.

Would be 0 star if possible. Attitude to retail customers is dismal, will back-track on promises and hide behind unfair terms & conditions. Sad organisation

I have been a loyal customer of Commonwealth Bank for approximately 25 years. During this time, I maintained multiple accounts, paid substantial fees, and relied exclusively on the bank for my personal and business banking, based on the reasonable expectation that long-term loyalty would be recognised and respected.
Unfortunately, my experience has ended in a deeply disappointing and concerning manner. Commonwealth Bank closed my accounts without providing any clear reason or meaningful explanation. I received only a closure notice, with no opportunity for discussion, clarification, or remediation. No misconduct, breach, or prior warning was communicated to me.
From a consumer and legal standpoint, this approach is troubling. While banks may have internal policies, the complete lack of transparency, communication, and procedural fairness raises serious concerns about customer treatment—particularly for long-standing clients with an established history.
This experience has resulted in a total loss of trust in Commonwealth Bank. Loyalty, fees paid, and a long relationship offered no protection or consideration. I believe consumers should be aware that accounts can be terminated abruptly and without explanation, regardless of tenure or history.
Based on my experience, I can no longer recommend Commonwealth Bank to individuals or businesses seeking stability, transparency, and fair treatment in their banking relationships.

terrible bank- holds your money and stops you from being able to transfer out- often taking many days to approve transactions. Completely selfish bank and treat you like you are not the owner of your own money

Have been with commbank since I was 16yrs old about 49 yrs now. Have this issue coming up every time I withdraw cash at the commbank auto teller machine. They say there is suspicious activity. And receive a mobile alert. Can not withdraw cash unless i answer there annoying messages. Now they have blocked my account again. I am tired off this stupidity commbank. Rang your help line. They suggested I change my bank. Wow what a great idea. Seems like only use your card to buy things. But don't you dare try and withdraw your own money
WHATS GOING ON COMMBANK THIS IS TOTALLY RIDICULOUS.

Absolutely unfair. my money went missing from my account ($56k) and CommBank handled it like it was nothing. Imagine checking your balance and seeing funds missing, then being forced to chase the bank for answers like you’re begging for your own money back. their customer service was useless, and no urgency at all. Instead of taking responsibility, they make me feel like the problem is mine, while my money is still unaccounted for. Omg, i couldn't believe my eyes. After noticing nothing has been done about my money, i managed to get my money back after talking to a specialist who walked me through the journey. it wasn't easy but it work. If youre going through similar issue, feel free to ask, i can tell you who helped me.

This is a BANK. People trust you with their finances. Missing money should be treated as an emergency.
If you your money, think twice before banking here.

I’ve been a Commonwealth Bank customer for years and have generally valued the clarity and neutrality of its products. That’s why I’m genuinely outraged by the recent decision to rename the Cash Management Account to the Pensioner Security Account. Pensioner or not it is a subjective term. Labelling for advertising purposes is abhorrent.

"New" medieval 2FA has made netbank an absolute chore. Forced to approve every single desktop login from the NETBANK app with no simple 'remember device' option. After 15 years of simple acces, this is a massive step backwards and shows little to know care about the real-world customer experience.

I just had worst service ever by Commonwealth Bank, they messed up my business credit card application as well as
my term deposits account somehow was showing as Loan account which I was supposedly to be paying monthly payments!! Make matters even worse, it took some endless phone calls waited online and chats online to end up cancelling my application because they just could see all documents supplied were not enough which I could have been told week ago. Total disregard and waste of customer’s time. You get bounced around on phone calls and chat lines. AUSTRALIA’S WORST BANK EVER. Yet they pretend they care for customers, while raking in billions in profits. Keep shutting down branches and push us around.

Like every bank they are completely corrupted. I contacted them to dispute a transaction because the merchant did not provide a service/product they promissed and they said we cannot do that because you need to contact the merchant first. Which is what I did and after I told them that, they had no response. So I have the merchant telling me to contact your bank, I have bank telling me to contact the merchant. The whole system is corrupted and bank is at the core of it.

I will never ever deal this bank again and will be changing providers.