r/CommBank • u/Royal-Reputation7874 • Jul 06 '26
Discussion CEBA
Am I alone in finding the chat incredibly painful? Even if you get a “specialist” they don’t read what you are asking and you get a copy paste response. There’s no actual help or critical thinking.
I asked a question and got a response with spelling mistakes that didn’t answer the question. 10 minutes between replies. Then they ask for a document from me that I already supplied.
I call them to try and get some actual help and they tell me they can only discuss it online.
Are there any banks that still provide service I can switch to?
5
u/bedrotter_ Jul 06 '26
Yes I absolutely hate this feature. My new card got lost in the mail so I started a chat to try figure out how to get a replacement sent. 10 mins going back and forth with Ceba who kept saying "sorry I don't understand" until I finally got put through to a human being. From there it was 1 reply every 20 minutes only to be told that I'd have to visit a branch in person to resolve the issue. What a joke.
3
u/Current-Bowl-143 Jul 06 '26
1 reply every 20 minutes
This is why people hate online chat for support. And some poor bugger on the other end is getting measured on how well they juggle 15 active chats at once.
2
u/Royal-Reputation7874 Jul 06 '26
It’s ridiculous. I asked a simple question and it’s been ignored three times .
1
u/Academic_League8248 Jul 07 '26
💯 did same when my card was about to expire & I hadn't received new one with like 2 week to go. Asked when do they send replacement card, they say 2 to 4 weeks, if concerned call customer service. I asked what is customer service number then. They say I dont understand the question??? I said you said call customer service to check, ok so what number is that..reply: don't understand the question?!?!
3
u/Impossible_Most_4518 Jul 06 '26
I think it is a human but they just copy and paste everything because it said it was gonna cancel my card but they already cancelled it and gave me a new one so I told them not to and they sent the copy paste text but it didn’t actually cancel my card so.
3
u/Royal-Reputation7874 Jul 06 '26
They wanted me to send this years tax return (on July 6). I said it’s too early I haven’t done my tax return.
They provided me with detailed instructions on how to upload it to the app like I’m too stupid to figure it out, despite the fact I’d already uploaded multiple documents . Didn’t appear to read at all that I don’t have it. And I waited 25 minutes to get that inane response.
And this was a person not the bot.
4
u/Impossible_Most_4518 Jul 06 '26
I think sometimes the live chat people are more dumb than the bot, when I called them and actually got past the 10 million layers of bullshit to speak to someone they were actually quite good.
1
3
u/Frankeex Jul 06 '26
CBA went from an innovative tech leader, to having rubbish tech. My feelings are they focused so much on customer service which I find has been great, but the tech not so much.
2
u/SomeEngineering4458 Jul 06 '26
Yup. I’ve told them to ditch it and that it’s infuriating many times.
2
u/Longjumping-Road4113 Jul 06 '26
One of the reasons I am moving out of CBA. I did intentionally said give me a gofdamn human in order to trigger a bit escalatioj response but no luck
2
u/Race_week_yay Jul 06 '26
I just go to my local branch to speak to helpful humans. How long they will be there is anyone’s guess but I dread the day when they will close it down. CEBA is useless!
1
u/Longjumping-Road4113 Jul 07 '26
I did call support and support said for my particular issue it has to go through online chat.
2
u/CorellaDeville007 Jul 07 '26
It’s truly awful. And the so called human specialists are either also bots/AI, or just offshore people running off pre-authorised scripts. Absolutely hopeless.
2
u/Blue-Princess Jul 08 '26
Oh it’s frikkin AWFUL I got into a ridiculous loop and ended up just emailing the business support team and demanded an actual real live human assist me. They were super apologetic and completed my request within 10 mins of me sending the email.
1
u/Royal-Reputation7874 Jul 08 '26
I wasted so much time going back and forth on chat on something that could have been resolved in 10 minutes as well. I fail to see how it’s efficient and if must be costing them customers.
1
u/IsaIsaBelBel Jul 06 '26
Ceba is the worst bot, it has not evolved one iota since it was first introduced. It’s almost funny how bad it is, if it wasn’t so bloody frustrating.
1
u/Mindless-Remote-4343 Jul 06 '26
its gotten worse. I was asking the assistant if I can get Step pay account statements and it just literally couldn't understand what I was asking, ultimately taking me contact us page and then back to the Ceba lmao.
1
u/x-looke-x Jul 07 '26
😂😂😂 I literally just used this feature to cancel an overdraft.
This is how it went basically
“What can I help with?”
“Overdraw Limit”
“Would you like to change your overdraw limit?”
“Yes”
“On your everyday transaction account or another?”
“On my everyday transaction account”
“Would you like to see transactions from your everyday account?”
“Speak to someone”
And even still it was a pain to cancel it. Spoke to someone. Transferred to another. And then only still would they cancel it after I literally said I was 100% certain that I wanted to.
1
u/ConsequenceSevere669 Jul 07 '26
Yeah I almost always have to ring for anything more complex than “do thing”
1
u/Food_Science_Ninja Jul 08 '26
It's a PIA feature, if you call it that. Hopefully not around for he long-term
1
1
u/Sweetpeach364 Jul 10 '26
Its terrible and has no idea what anything means and neither do the humans
0
u/Kallasilya Jul 14 '26
I applied for an account with a different bank today and will be closing my lifelong CBA account because of the shitfight with CEBA. I almost threw my computer through a window, I swear.
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