‘We’re sorry’: CBA blames mass outage on IT bungle

THE Commonwealth Bank of Australia has apologised for a major systems outage that left customers out of pocket and forced some branches to close.

The issue, which affected bank transfers and other online services, began early on Thursday afternoon and was continuing into Friday morning.

"We have been working to restore the network systems overnight and these are now returning to normal," CBA said in a statement.

 

CommBank announced it was having network issues on Wednesday night.
CommBank announced it was having network issues on Wednesday night.

 

"Some payments may be delayed appearing in accounts." CBA reassured its nine million customers that all account payments would be properly processed and its branches would open as usual on Friday.

"We are very sorry for the inconvenience this is causing our customers," it added.

"We want to assure customers that their accounts are safe."

The system outage was sparked by an upgrade implemented on Thursday.

Multiple customers took to social media to complain about the inconvenience and a number threatened to close their accounts.

CommBank ATMS and EFTPOS terminals were still working. Hollie Adams/The Australian
CommBank ATMS and EFTPOS terminals were still working. Hollie Adams/The Australian

One claimed they couldn't get "lifesaving" surgery and others stuck in a Balinese hospital.

Alexander J Richardson tweeted he needed to transfer money for "life saving surgery".

"CommBank I require life saving medication," he tweeted.

"I keep money in my saver.Trying to transfer to primary. Not working. Can't pay.

"Going to die soon.

"CommBank my death will be on your hands."

People cannot transfer money from their savers accounts to normal accounts. Hollie Adams/The Australian
People cannot transfer money from their savers accounts to normal accounts. Hollie Adams/The Australian

Chelsea Gordon was more concerned about her next meal.

"CommBank I just wanted to make carbonara but now I can't transfer money," she tweeted.

Raphael couldn't believe the branches had closed.

"Rocked up to my local CommBank branch to make multiple deposits," he tweeted.

"Completely closed! Made my already stressful week that little bit extra stressful."

Kieron was stuck on holiday.

"Yep, I'm sticking in Wellington Airport with no hire car (angry swearing face emoji)," he tweeted.

Nicki had a health and overseas problem.

"Bali in hospital went to be released, can't pay my bill," she tweeted.

"Will be held here until payment made."

The network problem is affecting CommBank's banking services while its ATMs and EFTPOS terminals are working.

"We are urgently working to resolve this issue and we're very sorry for the inconvenience," a statement read.

"Our ATM and Point-Of-Sale merchant terminals remain available and working."



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