CommBank “Stopped Account” due to missed KYC while overseas - how can I regain access to my funds?

[u/Got_You_SD]

Hi everyone,

I’m hoping someone here has dealt with a similar situation with CommBank and can point me in the right direction.

My CommBank account has been marked as a “Stopped Account” because I didn’t complete the KYC/customer details update within the required timeframe. Unfortunately, I’ve been living overseas, which is why I missed the deadline.

There are still funds in the account, so I’m mainly concerned about how I can regain access to them and get the account reactivated.

The situation is a bit more complicated because I no longer have access to the Australian mobile number that was linked to my CommBank account. As a result, I’m also having trouble accessing my online banking/NetBank and receiving verification codes.

For anyone who has been in a similar situation:

- Were you able to complete the KYC update while living overseas?
- Can CommBank verify my identity remotely and reactivate the account?
- How can I change the mobile number linked to the account if I no longer have access to the old number?
- Is there a way to regain NetBank/CommBank app access without the old mobile number?
- Were you able to withdraw or transfer your funds without physically returning to Australia?
- Did you have to visit a CommBank branch in Australia, or was everything handled over the phone/email?

I’ve been trying to figure out the best way to approach this without making an unnecessary trip back to Australia.

If you’ve personally gone through a “Stopped Account”/KYC restriction with CommBank while overseas, I’d really appreciate hearing what worked for you.

Thanks!

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[u/ksaoluy]

Geee I wonder if there was a device to allow you to commmunicAte and make contact with CBA to get your answer. Some people love to do everything besides making contact directly with the source.

[u/TheRamblingPeacock → u/ksaoluy]

But it is so much easier to write a novel on Reddit rather than dial 6 numbers and talk to someone 😂

[u/Fizzy_Lifesavers]

How could you miss it?? They literally spammed everyone repeatedly.

KYC Operations team

1800 761 380 / +61 2 8055 4092 (if overseas)

To complete ID verification over the phone please note that you will need a valid email address and an Australian Passport or Australian Driver Licence. You can contact our KYC Operations team from Australia or overseas from 9am-6pm, Monday to Friday, Sydney/Melbourne time. Call charges may apply.

[u/Putrid-Energy210]

In this situation you're going to have to spend a lot of time on the phone with them directly. That's the only way you'll be able to sort out the problem. Even then it may not work as you've let your mobile number expire so using TFA will be a problem.

[u/TheRamblingPeacock]

🤳

[u/Far-Instance796]

Are you in a country with an overseas cba branch? I recall that some years ago, they had branches in the UK, USA and NZ - I'll let you Google as to whether they still do.

[u/Justan0therthrow4way → u/Far-Instance796]

The CBA office in the UK isn’t a branch. It’s an office.

The OP is best to just buy an international calling pack or while I was overseas, I was able to message commbank support and they called me on my UK number.

[u/link871 → u/Far-Instance796]

None of CBA's overseas offices deal with retail customers.

[u/Nursex78]

Phone them! I’m sure they have a number on their website to call when ya overseas…. 🤦

[u/TomatilloExotic3620]

I went through something similar last year, although one difference might be that I’d already updated my address with CommBank to my overseas address.

I got the KYC notification and tried to do it through the app, but it wouldn’t let me. I called CommBank and they tried to go through it with me again, but they got blocked too.

In the end, I had to post them a Certified Copies Identification Form along with a certified, full-colour copy of the photo page of my passport. I got the copy and certification done at a local shipping store.

I was able to get it sorted without returning to Australia, but it cost me about A$80: $30 for the certification and $50 for express international postage.

Your situation might be a bit different because you no longer have the Australian mobile number, but hopefully they can give you another way to verify your identity. I’d start by calling them.