The Commonwealth Bank has confirmed that certain customers affected by this week’s technical issues will be entitled to claim compensation for losses incurred.
CBA said on Tuesday morning (21 August) that the problems caused by a data centre failure have been resolved, and that all affected systems – including NetBank, the CBA app and its Visa cards – are back online.
The bank received dozens of comments and complaints from disgruntled customers who claimed to have suffered financial losses as a result of the technical issues, such as not being able to transfer funds to meet direct debits and merchants losing money by not being able to process sales.
A spokesperson for CBA told My Business that it is not yet known how many customers were affected, but that merchant losses were largely restricted to a few hours on Monday morning, with the issue resolved mid-morning.
“I couldn’t say [numbers] – our focus has been on getting systems back up and running,” said the spokesperson.
Nevertheless, compensation will be made available to all customers, including businesses, who directly suffered financial losses because of the problems, the bank confirmed.
“In terms of compensation, we are working with customers on a case-by-case basis, so we really encourage them to get in touch with us,” the spokesperson said.
“The best way to get in touch with us is through our contact centre [on 13 22 21].”
The bank confirmed that direct debits were not affected by the problems and proceeded as scheduled.
While online banking was down, customers could still have made transfers through phone banking or in branches, which remained unaffected, as did ATMs.
Adam Zuchetti is the editor of My Business, and has steered the publication’s editorial direction since early 2016.