Commonwealth Bank suffered a major outage on Monday, with customers unable to access their accounts, including transfers and payments, for several hours.
Customers reported not being able to check their account balances or transfer funds in the Netbank app and some said they were unable to make purchases. Credit cards appeared unaffected at the time of reporting.
One user said they were unable to transfer money into or out of CBA accounts. “The end of the tax year is looming. It’s frustrating to encounter such issues at this time.”
Several others reported that the bank’s app was reporting account their account balances as zero.
“Main account says $0, last update 10:33, but of course there’s tech issues. Just need to pretty urgently know if a $0 balance is showing for others as part of the glitch.”
CBA first acknowledged the issue at 10.44am AEST, posting on Twitter that it was aware of the issue. But the company did not say what the issue was, or when it would be rectified.
At 4pm CBA said the issue had been resolved, but did not say what had caused the lengthy outage.
“We can confirm we have identified the cause of the issue and services are being restored. We are very sorry for the inconvenience this has caused. We know how much customers depend on us and sincerely apologise to those who have been impacted today,” the company said on Twitter.
It also noted “there may be delays in some payments as we continue to bring services back online”.
The bank said its call centre was experiencing a high volume of calls, and while branches were open, staff would not have more information on the ongoing outage.
A spokesperson for the bank said earlier on Monday the incident was under investigation.
“We’re aware some customers are experiencing difficulties accessing some our services and we are urgently investigating. We apologise and thank customers for their patience.”
