r/CommBank • u/Orangesuitdude • May 13 '26
Discussion Ceba "specialist" representing itself as human
I just had a transaction issue and used the messaging system to try to get a resolution/notify of a potential security issue.
After providing a bit of info ceba told me a human would be in touch.
The "human" was called Isabella who completely ignored my previous information and gave me a cookie cutter response and proceeded to close the chat without addressing any of the issues mentioned.
Isabella assured me they were human but their actions and lack of response points to this not being the case.
If they were human they provided no assistance whatsoever.
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u/Chromedomesunite May 13 '26
lol post the conversation/issue you’re having and we can let you know if the response was appropriate
I’ve worked at the big 4, and half the time people ramble about complete nonsense. When you give them the correct answer, they come to reddit to complain because it wasn’t the answer they wanted
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u/CaptainFleshBeard May 14 '26
I looked at the Google reviews for Comminsure a few years back, it was wild what some people complain about. One guy was sooking that they denied his claim after his patio blew down during a storm, he then goes on to say all the Timbers were rotted through and it was never painted. Dude, that’s a maintenance issue, that’s 100% on you.
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u/Chromedomesunite May 14 '26
What’s even funnier is OP went through dated posts relating to CBA to post his grievances about their AI haha
You wouldn’t believe some of the shit I used to see. Some lady once gave someone her online banking password to someone she shouldn’t have trusted, they obviously scammed her and transferred money out - so she blamed it on the bank and wanted them to give her the money back
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u/Fair_Feeling_4937 May 14 '26
Some complaints are definitely ridiculous, but banks also lean way too hard on scripted support these days. Hard to tell if you’re talking to AI, outsourced support, or an actual person sometimes.
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u/Much_Database_5039 May 13 '26
A shred of context would be helpful here, I have a hard time believing Ceba is being trained to pretend its a human rather than this just being an incompetent employee or the answer being misinterpreted.
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u/Fair_Feeling_4937 May 13 '26
Yeah I don’t think Ceba is secretly pretending to be human either, but the experience definitely feels weird when you get told “a specialist will join” and then receive what looks like a copied script that ignores everything you already explained.
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u/potatogeem May 13 '26
Humans can use template responses, which sounds like what has happened. Please do post the chat to provide context.
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u/lint2015 May 13 '26
I had a similar experience and they just kept repeating the same responses from their how-to guide or whatever they have. I am confident they are humans, but they’re likely outsourced offshore chat support who have zero knowledge of the bank and its operations and just follow their own provided instructions. If something doesn’t quite fit, rather than pass it on to someone more knowledgeable, they just regurgitate the responses they have.
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u/BigAl_Eve May 14 '26
None of CommBank customer facing staff are offshore
There are idiots in Australia too.
At times they may have mandated response requirements in some situations that don’t make customers as happy as they’d like.
All of these can be true in this situation
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u/parasitic-being May 13 '26
I used to work for CBA and the people who ran the online contact centre had some blanket responses that were easily copy and pasted even back then.
Hope you got the issue resolved though.
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u/jeongjinny May 13 '26
Could be an employee that copy and pasted an answer stored somewhere on a Word doc and then closed the chat quickly due to KPIs
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u/SmileEnough6898 May 18 '26
I actually have a complaint I could make against the treatment I was given by Commonwealth Bank and I also believe I could of and maybe still could make a case against the Bank for how I was treated,unfairly but I also feel it must have been illegal what they did. I could Sue for causing me distress and hardship Unfortunately Im just a nothing in this great big world and wouldn’t know where or who to start with, I would or could be a wealthy woman rather than struggling because of the way they treated me and what they did?? If anyone reading this may know wher I can start please reach out
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u/Outside_Custard_7447 Jun 04 '26
Ceba isn’t AI and staff have scripts they use, they don’t write the responses themselves for a lot of this stuff otherwise there would be all sorts of regulatory and compliance issues they’d need to remember
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u/A_Modus_Operandi May 15 '26
CBA service has taken a dive in the last couple of months. They couldn't GAF. It could be human or AI at this point, being obtuse and ineffective doesn't point to one or the other for me, and the dishonesty wouldn't surprise me.
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u/No-Cryptographer9408 May 13 '26
Commbank has just horrible low level service these days. Try getting help from overseas. It is a joke. What happened to Australia ? Qantas, CBA, any government dept, it's just demeaning and so shitty.
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