Banks' Failure to Coordinate Timing of Maintenance Causes Loss of Online Access for CBA Clients, Impacting Millions
The Commonwealth Bank of Australia (CBA) faced a setback during a scheduled maintenance operation, causing disruptions to its online banking services for millions of customers across the country.
On Saturday morning, many CBA customers found themselves unable to access their online banking, causing frustration and inconvenience. Some angry customers shared their frustrations about missing appointments and being unable to pay bills due to the outage. One customer wrote that they lost a specialist appointment and may have to wait 6 to 8 months for another.
The bank issued a statement on its website, apologizing for the disruption and appreciating the patience of its customers. CBA announced that all services were available again in an update at 10.25am on Saturday. However, during the downtime, scheduled payments and merchant settlement payments may have been affected, and lower purchase limits may have applied on debit cards.
Payments and transfers on the CommBank app, NetBank, and over-the-phone banking were affected by the maintenance. Credit cards could still be used, but Travel Money cards could not be topped up from a CommBank account. Merchant EFTPOS terminals and online payments were available, but lower limits may have applied to CommBank debit cards when using these platforms.
International money transfers were unavailable during the maintenance. Business and Merchant customers were also impacted by the maintenance.
In an effort to keep its customers informed, CBA had notified them about the maintenance several days beforehand via the banking app. The bank also urged its customers to check their accounts and transactions regularly for any discrepancies.
A third customer commented that the outage occurred on a Saturday morning, which they found to be inconvenient. Another customer urged the bank to perform maintenance on Sundays, like normal tech companies, to minimize disruptions during the work week.
Despite the challenges faced during the maintenance, CBA's statement appreciated the understanding and cooperation of its customers. The bank assured its customers that it is committed to providing them with the best possible service and will continue to work towards improving its systems and processes.
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