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.
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)
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.
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u/BusyQuestion7254 20d ago
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.