Accounts and payments should now be working as normal, the Commonwealth Bank has confirmed, a day after a technical fault left many customers unable to access their funds or process payments.
In a statement issued this morning, the bank’s executive general manager of digital and retail banking services, Pete Steel, confirmed that NetBank and the CommBank app have now been “fully restored”.
“Yesterday was certainly a tough day and I wanted to apologise to any of our customers who had issues logging on to the CommBank mobile app or to NetBank,” he said.
“Our teams have worked very hard during the night and I am pleased to say we’ve restored all services and we can reassure customers that everything will be working today as they expect.”
Yesterday, CBA posted a video message to YouTube, in which Mr Steele apologised to “any of our customers who have had issues logging onto NetBank or the CBA mobile app”, blaming the problem on the failure of one of its two data centres.
“One of them has had an issue, and so there’s a lot of demand on one data centre.”
While the statement focused on consumers using digital account access services, reports suggested that many businesses were also affected as some customers were unable to make payments while merchants themselves saw their terminals taken offline.
“I’m sitting at a petrol station trying to pay for fuel but can’t transfer anything. Not happy at all as I’ve been sitting here for over 2 hours and can’t leave til it’s paid for. With all the billions in profits you lot make, how does this even happen? Looking into legal action for loss of income because of this,” one customer wrote on CBA’s Facebook page.
“You need to compensate, not just apologise, to all customers, especially the merchant side. We already lost trading opportunities,” said another.
CBA has since confirmed that compensation will be made available to affected customers.
Adam Zuchetti is the editor of My Business, and has steered the publication’s editorial direction since early 2016.