Commonwealth Bank users are reporting an error which has seen duplicate transactions being taken out their bank accounts, resulting in overdrawn accounts for some customers.
The bank said the process to reverse the transactions was now complete.
A major technical issue at Commonwealth Bank (CommBank) has left many customers charged twice for recent transactions. On the morning of October 19, affected customers reported that funds were taken from their accounts for payments already processed earlier in the week. Some accounts even fell into negative balances, creating financial stress for many.
Several customers took to social media to voice their frustrations. Many reported being unable to contact CommBank’s customer service for immediate help. “Once I get my money back, I’m switching to a different bank. This is beyond just a simple apology,” wrote one user on X (formerly Twitter).
The glitch has caused severe disruptions for people dependent on their accounts for everyday essentials. A customer shared that their balance had dropped to -$2,815.05 due to unexpected duplicate deductions. Others expressed concern that they could no longer pay for groceries, fuel, or medications.
In one social media post, a father revealed he couldn’t buy medication for his wife’s arthritis because of five duplicate charges. A mother reported being unable to collect medicine for her daughter, saying, “I can’t pay because I’m overdrawn.”
The duplicates involved transactions from recent days and resulted in some people having their bank accounts overdrawn.
Any fees charged will be refunded, the bank said.
Earlier, the bank issued an “important message” on Saturday morning to customers, saying “we are aware some customers are seeing duplicate transactions from payments”.
It told customers it was “sorry for the inconvenience. Thanks for being patient with us”.
However, for some the lack of funds was a matter of urgency. Some took to X, formerly Twitter, and described being unable to pay for essentials including medication, fuel, food and nappies.
How am I meant to go buy my son nappies when my account is $400 overdrawn
One person on social media said they risked missing a flight because their account was overdrawn, leaving them without enough funds to get transportation to the airport.
For some, their weekend plans have had to change – as one person put it, “this has fucked up my Saturday. Thanks Commbank.”
When Sophie Edwards, a 19-year-old university student, saw her bank account was $230 overdrawn Saturday morning, she assumed she had been hacked. When she looked at her bank account, she saw she had been charged twice for every transaction she had made the previous week.
Edwards said it had been an “extremely stressful morning. I’m already under a lot of pressure with money - this is an added stress I can’t afford”.
Saturday is the only day she has to buy her groceries for the week, including food for her cats. But she said she was not able to afford the shop or the public transport costs to get there.
She was unable to get through to Commonwealth Bank on phone or web assist and was worried about paying her $390 weekly rent.
Marcelo, who asked to be referred to by only his first name for privacy reasons, said he was at the pharmacy register trying to buy his wife’s prescription medication for her arthritis after she had woken up with intense knee pain, only to find out his card was $600 overdrawn.
The 42-year-old from Sydney found the duplicated transactions had wiped $3,000 between the couple. Marcelo said his only option was buying the medication with a buy now pay later business.
He said the duplicated transactions were “still happening”, with all his transactions on Friday charged again shortly after midday on Saturday.
“I’m definitely worried for the coming days,” Marcelo said, adding he was worried the bank will not pay the money back quickly.
He has been talking with his brother, whose family have also lost funds due to the error, trying to figure out what they’re going to do. “I don’t know how I’m going to pay rent on Monday.”
Marcelo said the situation has caused a lot of emotional distress within the family.
How long? You’ve taken our money, pushed us into hardship. Give us the decency of telling us when you will give us OUR money back?
Commonwealth Bank acknowledged the issue and confirmed that it was working to reverse the duplicate transactions. A spokesperson reassured customers through a post on X:
“We are aware some customers are seeing duplicate transactions from payments. We are working to reverse these transactions as a matter of urgency, and any fees charged will be refunded. We’re sorry for the inconvenience. Thanks for being patient with us.”
The bank further assured that all affected fees would be reimbursed. However, frustrated customers criticised the delay, with some worried that the refunds would not arrive before the weekend.
Several users shared their frustration online, stating they could not access essential items while waiting for the bank to reverse the charges. “Lots of people live paycheck to paycheck, and this glitch could ruin their weekend since refunds might take days,” one person posted.
[CommBank’s social media platforms were inundated with comments, with users demanding immediate action. One person said:
“My account is overdrawn! I have bills to pay and children I need to feed! How does this happen?”](https://www.heraldsun.com.au/business/companies/banking/customers-fume-as-major-glitch-strikes-commonwealth-bank/news-story/a992221ecaabbd7574a2bc6a75fc7465)
The issue sparked widespread anger, with many urging the bank to ensure such problems do not occur again.
While CommBank apologised for the inconvenience, customers are demanding more than just refunds. Some stated they would close their accounts due to the disruption. A customer wrote: “Thanks for the beautiful Saturday, Commonwealth Bank … There isn’t a word to describe the frustration.”
Interestingly, despite the glitch, Commonwealth Bank CEO Matt Comyn has received praise from The Australian’s Associate Editor, Eric Johnston, for his overall leadership. Johnston remarked that Comyn had done “a really good job” managing the bank’s broader operations.
Commonwealth Bank has promised to resolve the issue promptly. However, customers remain sceptical about the bank’s handling of the crisis. Several people suggested switching to other financial institutions, reflecting a potential loss of trust in CommBank’s services.
With many Australians living paycheck to paycheck, the timing of the glitch has caused significant distress. As Commonwealth Bank works to reverse the duplicate transactions, customers are anxiously awaiting the refunds to stabilise their finances.
The situation highlights the risks associated with banking system errors, especially for those relying heavily on timely access to funds. Commonwealth Bank now faces the challenge of restoring customer trust and preventing future disruptions.
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The fallout from the glitch serves as a reminder of the importance of efficient banking systems and responsive customer service. As CommBank navigates the crisis, it will need to focus on regaining trust to prevent long-term reputational damage.
“We have resolved an earlier issue where some customers experienced duplicate transactions in their accounts. The process to reverse these transactions has been completed,” a spokesperson said.
“Please be assured any fees charged will be refunded. Customers do not need to contact us to request this.”
At around 5:40pm AEDT, CommBank tweeted that the process to reverse the “duplicate transactions” has been completed.
“We apologise to customers who had transactions duplicated in their accounts today,” the statement said.
The statement added that customers are now seeing the “duplicate transactions” disappear.
“If anyone is finding themselves in financial difficulty, support such as a temporary overdraft may be available via calling us on 13 2221 or visiting us in a branch.”
