CBA Customer Care: Expert Guide to Getting Fast, Secure Help

How to reach CBA customer care (fastest options and when to use them)

For most everyday banking issues, call 13 22 21 from within Australia. This line operates 24/7 and routes you to the right team for cards, accounts, NetBank, the CommBank app, and fraud/security. If you prefer not to wait on hold, start with the CommBank app: open the app, go to Help & support, and use Ceba (CBA’s virtual assistant) to get instant answers or to request a specialist callback. NetBank users can also send a secure message from the Support tab.

If you’re overseas, the simplest path is to use in-app chat or request a callback over Wi‑Fi. If you need a phone number while abroad, go to commbank.com.au/contact-us for the current international number and reverse-charge options. For urgent fraud or a lost/stolen card, lock your card in the CommBank app immediately and contact CBA as soon as possible; rapid reporting maximizes the chance of recovering funds via scheme chargeback timeframes.

• Australia (general customer care): 13 22 21 (24/7)
• Website: https://www.commbank.com.au/contact-us (current phone options, hours, and chat)
• Support hub: https://www.commbank.com.au/support (step-by-step guides, outages, and fixes)
• Security and scams: https://www.commbank.com.au/safe (fraud alerts, reporting instructions)
• Language assistance: Translating and Interpreting Service (TIS National) 131 450 – ask to be connected to Commonwealth Bank
• Accessibility: National Relay Service (NRS) – TTY/voice 133 677, Speak & Listen 1300 555 727, relayservice.gov.au
• External dispute resolution (if needed): AFCA 1800 931 678, afca.org.au

What CBA customer care can do for you (and typical outcomes)

Identity verification is required before staff can access your accounts. Expect to confirm personal details (full name, date of birth, address) and answer security questions. For online banking tasks, you may be asked to approve with NetCode (CBA’s one-time security code), delivered by SMS or the CommBank app, depending on your settings.

Common requests handled on the spot include locking or replacing a card, raising a transaction dispute, increasing or lowering transfer limits, updating contact details, and troubleshooting app/NetBank access. If your card is replaced due to loss or fraud, you can usually access a digital card in the CommBank app immediately for online and mobile wallet payments while the physical card is on its way. For complex matters (home loans, business banking, deceased estates), the team will schedule a specialist call or branch appointment and provide a clear next-step timeline.

Response times, complaints, and your rights under Australian rules

CBA follows ASIC Regulatory Guide 271 (Internal Dispute Resolution). In practice, they should acknowledge your complaint promptly (typically within 24 hours or as soon as practicable) and aim to resolve most banking complaints within 30 calendar days. Credit-related complaints involving hardship or default notices have a shorter maximum timeframe of 21 days under RG 271. If a delay is unavoidable, you’re entitled to a written explanation and regular updates.

To lodge a complaint, contact 13 22 21 or use the CommBank app/NetBank secure message with “Complaint” in the subject. Include dates, amounts, account numbers (no full card PINs or passwords), screenshots or documents, and the outcome you want (refund, fee waiver, access fix, limit change). If you’re unhappy with the outcome or the timeframe, you can escalate to the bank’s complaints team; after 30 days (or sooner if you receive a final response), you can take the matter to AFCA at 1800 931 678 or afca.org.au, a free, independent service.

Branch support and appointments

Many CBA branches operate roughly Monday–Thursday 9:30am–4:00pm and Friday 9:30am–5:00pm local time, with some locations offering Saturday hours. Services vary by branch (e.g., cash services, coin facilities, business banking desks). Use the branch locator at commbank.com.au/locate to confirm addresses, available services, and live or upcoming changes to hours before you travel.

For identity verification, new account openings, home loan discussions, or complex business banking, book an appointment via the app, NetBank, or the locator page. Bringing primary photo ID (Australian driver licence or passport) and any supporting documents (e.g., recent payslips for lending, company ABN/ACN documents for business banking) will speed up the process. If accessibility accommodations are needed (e.g., Auslan interpreter, mobility access), note this in your booking.

Security, scams, and urgent action steps

If you suspect fraud or a scam, immediately lock your card in the app, change your NetBank password, and call 13 22 21. CBA will never ask for your NetBank password, full card PIN, or for you to share a one-time NetCode over the phone, email, or text. If anyone does, hang up and contact CBA directly using the number above or by navigating to commbank.com.au yourself (avoid clicking links in messages).

For disputed card transactions, provide the merchant name, date, amount, and what went wrong (e.g., goods not received, subscription cancelled). International card scheme rules generally impose strict windows—often up to 120 days from the transaction or expected delivery date—so report issues promptly. Keep receipts, cancellation confirmations, and correspondence; these significantly improve success rates in chargebacks.

What to prepare before you call (to cut resolution time)

Having the right details at hand reduces security checks and prevents repeat calls. Prepare the following items to help the agent act immediately and document your case precisely.

• Your full name, date of birth, and current mobile number registered with CBA
• Relevant account numbers or the last 4 digits of the impacted card
• Specifics of the issue: dates, amounts, merchant names, error messages, and screenshots
• Any reference numbers from previous chats, emails, or branch visits
• Proofs for disputes: receipts, cancellation emails, tracking numbers, police report numbers (if applicable)
• For hardship: a brief budget (income vs expenses), recent payslips or bank statements, and what assistance you’re seeking (e.g., payment pause, reduced repayments)

Financial difficulty and tailored support

If you’re experiencing hardship due to illness, job loss, interest rate changes, or other life events, contact CBA as early as possible via 13 22 21 or the Support hub in the app/NetBank. Early contact broadens your options, which may include short-term payment pauses, interest-only periods, term extensions, or fee waivers tailored to your situation. Submitting supporting documents up front helps the specialist assess your options without back-and-forth.

Under Australian guidance, hardship assistance requests must be considered promptly, and decisions on most credit hardship matters are due within 21 days. If the proposed arrangement doesn’t work for you, discuss alternatives with the case manager; you can escalate internally or seek free, confidential advice from the National Debt Helpline on 1800 007 007 before agreeing to any changes.

International travel and using your accounts overseas

Before travel, confirm your mobile number and email in the CommBank app; this ensures you can receive NetCode and fraud alerts overseas. CBA no longer requires a formal “travel notification” for most cards, but up-to-date contact details and current device/app access minimize false declines and let the fraud team reach you quickly if needed.

If a card is lost or compromised while abroad, lock it in the app, add the digital replacement to your mobile wallet if available, and check commbank.com.au/contact-us for international calling options. Keep merchant receipts and hotel/airline confirmations; these are important if you need to dispute a pre‑authorisation hold, no‑show fee, or currency conversion error after you return.

Privacy, authentication, and staying safe

Use strong, unique credentials for NetBank and the CommBank app, keep your operating system and app updated, and enable biometric login where possible. NetCode is used to approve sensitive actions; never share codes sent by SMS or push. For urgent security alerts and the latest scams targeting CBA customers, check commbank.com.au/safe before acting on unexpected messages.

If you receive a suspicious call claiming to be from CBA, hang up and call 13 22 21 yourself. If an email or SMS seems off, forward it to CBA’s phishing reporting address if listed on commbank.com.au/safe, or report to Scamwatch at scamwatch.gov.au. Swift reporting helps protect your accounts and other customers.

How do I contact Commonwealth Credit Union 24 hour customer service?

2.2 You can contact us via the internet at https://www.ccuky.org/contact-us or by telephone at 1.800. 228.6420.

What is the 1-800-number for the first Commonwealth Bank near me?

1-800-711-BANK
Call us anytime at 1-800-711-BANK (2265). The tools below will help you find our bank locations, hours, and the closest ATM to you.

What bank is routing number 283978441?

283978441 is a routing number used for COMMONWEALTH CREDIT UNION in KY. This routing number supports ACH and Wire transfers.

Does CommBank have 24-7 customer service?

If you’d prefer to speak to someone, chat to us in the CommBank app or call 13 2221, for general personal banking enquiries. If you’re overseas call us 24/7 on +61 2 9999 3283.