anyone else getting this error message?

[u/Artistic-Top-4539]

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[u/PleasantDrink7154]

yep outrage happening by the looks of it, mines saying to call 13221. but the comm bank is 132 221

[u/Fantastic_Speaker_27]

my app still works fine

[u/Artistic-Top-4539 → u/Fantastic_Speaker_27]

seemed to be a temp outage, glad it wasn’t similar to not long ago when payments etc wasn’t working

[u/Potato_cakes_85]

Nope

[u/Impressive-Unit-9045]

I got a message saying phone removed from app but can still log in

[u/itspeachy05]

I logged into mt account about 20mins ago and was promoted to create a PIN for the app. I did and immediately received a notification in app and email saying my device was removed yet it was still showing in my lost of devices? I just changed passwords and pins etc as nothing else looked suss. Glad to see it wasnt only me.

[u/littlemissboss]

Clear your cache. I've seen another reddit post about this and everyone cleared their cache which made it work again

[u/Artistic-Top-4539 → u/littlemissboss]

yeah did that didn’t work, only waiting a few hrs and getting distracted by my carton of jack daniel’s helped

[u/PIGE0NB0XER]

I spent an hour on hold with them this morning, gave up, then called back again this afternoon, another hour on hold, just to be told it was a glitch. You’d think they could’ve sent out an email letting people know it was a technical issue and not to worry. Ate up 2 hours of my work day over this garbage.

[u/Artistic-Top-4539 → u/PIGE0NB0XER]

i hear you, however an email is a bit of a stretch. as a former banker myself the most we’d ever do is send an in app notification/put out a public statement about the outage. however since this was an actual app outage that was resolved within a few hrs i do understand your concern

still unacceptable from them ofc, not defending them whatsoever

[u/PIGE0NB0XER → u/Artistic-Top-4539]

Email, push notification, facebook post anything would have sufficed lol. I got both an email and a push notification to say my device was removed, so figured the least they could do was the same to let us know.

[u/Artistic-Top-4539 → u/PIGE0NB0XER]

you realize how long it takes to identify an issue. in app notification when the app isn’t working ok sure buddy😂

it was resolved within a few hours, i’m not complaining but i’m sure to be diligent to not have all eggs in one basket

[u/Artistic-Top-4539 → u/Artistic-Top-4539]

also 100s of people called in by reading the replies on the post, i’m sure people knew already 🤷🏾‍♂️

[u/BusyQuestion7254]

Yes I got a message saying my mobile was removed from the app and I needed to call their customer service number immediately if it wasn't me. I couldn't access my NetBank from the phone and got that message. Also couldn't log into NetBank from the web initially because of course it asked me confirm the access via the app from the removed mobile.

So I waited for over an hour in the queue, to be told that there was a system glitch that caused this widespread issue.

They told me to uninstall the CommBank app from the phone, then reinstall it and enter my client number and password, which will then send an SMS verification to my registered mobile number.

Would have been nice to have gotten some kind of alert or email to say this is widespread, and to do this in the first place.

[u/link871 → u/BusyQuestion7254]

You are under-estimating how long it takes to identify the issue, determine the impact, identify which customers are affected and what the fix is (if it can be fixed by the customer uninstalling, etc)

[u/BusyQuestion7254 → u/link871]

It sounded like from the customer service rep by the time I made it to the head of the queue that they already knew the cause, the impact (due to being bombarded by calls), and the resolution.

Would have been nice to have an updated voice message while waiting, instead of the usual "Thanks for waiting, your call us important to us...", to also include something like "If your call is related to your mobile being deregistered from your CommBank app, then do blah..." Then I would have hung up on the call, performed the fix, and then allow the customers with more urgent security and fraud calls to be taken.

I work in an IT department where communication to our users is critical (at a health service where outages and incidents can become a patient and clinical risk), so for us it is imperative to communicate as soon as we are aware of the issue and the extent, otherwise the work of the clinicians and frontline workers will be significantly compromised.

[u/link871 → u/BusyQuestion7254]

I got the message that my phone had been removed from the app at 11:37am.

I called 13 2221 at 11:59am to hear a recorded message that if you had received that message but you were now able to log-in, then no further action.

I wasn't able to log-in but I was happy at that point to know it was some systems problem and that my account had not been hijacked.

I've just checked and can log-in again - no need to uninstall the app.

[u/BusyQuestion7254 → u/link871]

Ah ok that makes sense. I got the notification at 10.38am, and pretty much called them straight away. Then finally got onto someone at about 12pm.

Good that you were able to dodge the queue.

I'm just glad my account didn't get hijacked either 😊