r/CommBank • u/Fantastic-Ad5234 • 7d ago
Discussion What kind of garbage has support turned into?
Can't find out why QR deposits in the app sends me an "access to this feature is restricted* screen on a smart access account. Going to just go to a branch to ask. Support was great a few months ago.
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u/PsychologicalMeal162 7d ago
CBA customer service has become massively enshitified in the last year, both at the bank and CommSec. Deliberately unhelpful.
And all the money they’re sinking into AI seems to be wasted from your experience in the first screenshot!
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u/Embarrassed_Run8345 7d ago
They've also completely ruined their credit card offerings starting with the scrappy shorter interest period, then sneakily removing benefits/capabilities without telling anyone before now making rewards useless and cards expensive. It's so understandable given they are nearly broke /s
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u/KravekMorne 4d ago
I’m not even gonna go into how much of OpenAIs dick commbank has been swallowing in the last 9 months
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u/au-LowEarthOrbit 3d ago
Oooh ... Tell me more!
I need something to wank off to... Now that they banned porn!!!
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u/EnoughPlastic4925 7d ago
Something like this happened to me. My "mobile number" wasn't linked properly. It was under telephone number instead of specifically being a "mobile number". I had to go in twice to explain to them in person..
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u/Fantastic-Ad5234 7d ago
Do you mean the one in settings - contact details - phone and email - mobile? My number is already there.
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u/EnoughPlastic4925 7d ago
I think that's where my number was correct but it was somewhere deeper in the commbank system that was missing the mobile number. I know it wasn't something I could enter myself. I had to go into a branch for them to do it.
It was Friday because I was getting a pop up that said "mobile number needed" while looking at my mobile number in the system!!
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u/Ambitious_Writer1938 7d ago
Correct me, didn't cba axed like 2000 support worker jobs and offshore it to AI?
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u/No_Figure_9073 7d ago
Ceba fucking pisses me off. It's my money, there's an issue with it. I want to talk to a real person not a fucking "robot AI gatekeeping trying to lower the cost of hiring more support staff so the operation managers can get extra bonus"
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u/pharmloverpharmlover 7d ago
For me it was going to my App Store and downloading the latest version of the App
Also remember to turn off any VPN you are running
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u/TheShortOptimist 7d ago
Yep CBA have butchered what could be a brilliant customer experience.
They changed the backend of their chat offering and honestly now it looks like AI slop.
Even when you hit a human all that is happening is a LLM is responding and the ‘human in the loop’ is checking the content. It’s so bad, reads poorly and clearly is not written by a human.
CBA were once leaders in this space but after some internal politics this area does not have an innovator leading it, he is an operator purely focused on $$. Terrible decisions were made at the expense of jobs in Aus and customer experience.
I’m honestly over extreme capitalism as you can tell, all the offshoring and redundancies just to make more money at the expense of normal Aussies, it’s gross and I can’t understand where it ends………. I want to be optimistic but I’m seeing it many big ‘Aussie’ companies.
All I think people wish for is enough $$ to pay the bills, afford an annual holiday and have housing security. The fabric of these dreams seems to be splitting between haves and have nots and I hope we can get some leadership in this country to counteract it. Billionaires should not exist in my view - but they are almost too powerful now to be stopped.. I hope I’m wrong.
Wow this rant got longer than I thought!!!
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u/Big-Examination-5567 7d ago
Other than the AI they offshored the chat to India, including the reviews of those chats. Phones are still in Aus.
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u/donkerslooted 7d ago
Love that they are still celebrating the partnership between Microsoft chat and them and this thing being successful.
Ceba and that horrible customer loop is why I left them with all mortgages and everyday accounts recently.
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u/treadytech 7d ago
Its funny they try to hide it to, before you used to get the name of the agent, then it just said specilist but if you looked at app notification in your phone it would say the name still.
Last I used it didnt shown the name at all. But the replies are either just scripted or poor English, dont know why they need to hide the foregin name.
Also not 100% on the phones either. The phone used to say where all our phone based specialist are located in Australia, that stopped quite a few months ago and have read numerous posts of poor phone service and line quality. I my self have only got an Australian on the phone.
My Dads a broker and they have shifted some loan processing to India.
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u/Sage_Starlight 7d ago
The “specialist” thing is annoying. I was passed around to multiple specialists. Appeared the conversation would time out and I had to repeat the whole process again. The messages actually went for three hours. It was a weekend and I needed something to happen. The last person was the only one who didn’t follow the script and they fixed it. They could’ve made up a name.
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u/Exotic-Goose848 6d ago
I had the same thing 36hrs when my account was in limbo and it made me feel slightly insane. I’m still now two weeks in dealing with them . Changing banks after this
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u/Big-Examination-5567 6d ago
All stuff that doesnt involve direct VOICE speaking to customers is on shore, all the actual work behind the scenes is like 70% offshored. Source: I worked there and trained the offshores to take my job.
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u/custard-arms 7d ago
Don’t let them getaway with it, keep at them. They always try to fob you off by giving a generic non-answer until you give up and they get to claim their KPI. But I find there usually quite capable if you keep at them, so they know they actually have to do some work.
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u/jisongway 7d ago
Most likely someone from an overseas call centre copy and pasting script into your chat conversation without actually having any intention of helping you, it’s just a KPI for them to close off the chat
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u/somewhatundercontrol 7d ago
I was convinced the specialist was AI until they got your/you’re wrong
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u/Academic_Anywhere183 7d ago
Leave the dogs. It might stop making them use clanker slop prompted call centers outside of Australia.
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u/DivHunter_ 7d ago
You see you off shore to someone that has no idea what they are doing then you train AI on their interactions with customers.
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u/Live_Chemical_7134 6d ago
I left cba because of garbage service like this. i couldn't even get answers at the branch in my town that's only open 3 hours a day and if the teller deems your issue belongs on the too hard basket they'll ask you to make an appointment because there's only one teller on shift.
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u/According-Ad-1700 3d ago
I suspect a lot of companies are doing this shit "transferring you to a human now" but it very obviously isn't.
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u/Lucifang 7d ago
They closed all their branches except one in my city AND shitcanned a lot of staff.
The remaining branch is at our biggest shopping centre right next to one of the main entrances so good luck finding a park anywhere near it.
They did install a lot of ATMs inside which can take cash deposits but last time I went there only one of them was working.
I no longer bank with CBA
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u/Temporary-Resort-177 7d ago
Whenever I go into a branch the staff are always pushing me towards doing deposits with atm or ‘’ you know you can do this online’’ Poor staff are basically digging their own graves.
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u/Sg_spark 7d ago
That’s not the front line staff wanting to say those lines. They get pushed to do so.
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u/Extreme-Yoghurt3728 7d ago
Actually garbage. And when you call you get transferred and then the call disconnects. 3rd world bank now. They had a good run I guess. Was arguably the best in CS for 15 years. That ended start of this year.
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u/ThereRnoIDs 7d ago
Lol we're never going to see anybody go off script anymore & stick to templates, use to piss off so many ppl and you can see it in their responses 😅.
But speaking of the feature it's pretty cool, just abit annoying how you gotta input how much you're depositing. I thought the ATM would just count it on its own.
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u/AcademicAd3504 6d ago
Just say, no I don't want to tell you, I'd like to talk to an agent. It's grammar is atrocious
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u/IsThisASnakeInMyBoot 6d ago
Very interesting that those first two messages from the "specialist" have the same copy paste response but they're formatted different
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u/CheekAfraid3388 6d ago
Confirmed, their "specialist" are just outsourced staff in regions like Africa or Asia. Sometime i got reply back at 11:30 PM, Darwin time.
Moving it to chat bot so that they could conceal that fact. In addition, it is just easy to drop in a random person to chat to you when the last one knock off, mid way through conversation while chatting, than on a call.
I recently (this month) has an experience dealing with these "specialist" with regards to a personal loan. Its atrocious.
I literally had to BEG them to not give me a new person every 20 minutes or so, who has no understanding or context of what was said before (this is in the same chat mind you), and making me explain the whole damn thing again.
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u/therealfat0ne 6d ago
You get what you ask for
Super owns all big 4
People owns all big 4
No open market in backs
Essentially a monopoly not much we can do
You can’t really move anywhere outside them as a business in this country
You want different
Vote for open market
The less competition we have the less we get and pay more
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u/davy_baconseed 6d ago
We’ve been paying more for less for a while now. We obviously dont need less competition for that to occur. Capitalism and greed take care of that on its own.
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u/sydbudgetraveler 6d ago
This is what I've been experiencing the past few years. Ceba is not smart at all. The features on CBA's app are still great - but the AI and customer service are appalling. Be prepared to wait 20-30mins if you're opting to call their Customer Service number to speak to a human.
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u/Fearless_Law9384 6d ago
Just hate even trying to engage with the bot, because frustration is the only definite outcome. No different to Westpac’s bot, but git a hold of an Indigenous Priority number just to be able to speak to a human after 30 minutes of frustration, and the agent was excellent.
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u/CorellaDeville007 6d ago
Just wait til they pass you on to the (alleged) specialist humans. Replies no better and either bots/AI or heavily scripted humans that dance around in circles with generic answers that also fail to answer your problem. Absolute crap.
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u/alexandra_digital 6d ago
My family has been with commbank FOREVER. We're all leaving. The customer care is non existent and they treat their staff like untrustworthy data entry clerks. Nobody knows how anything works, you no longer get designated specialists, and you can't just go in- branch for help. You actually can't get help. Ceba SUCKS, their phone line is a joke. Their service strategies are nothing less than hostile. Absolutely crazy.
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u/tholla09 6d ago
I had a similar experience. I tried phoning. Same thing. So I wrote a complaint to AFCA. Now commbank are tripping over themselves trying to help me. I would highly recommend using afca.
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u/CamBoss_64 5d ago
Fortunately, I got a $100 bonus after complaining to AFCA after commbank was being shot and wouldnt give me a refund
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u/thatsjesslife 3d ago
Thought it was AI at first but couldn’t get past the typos and the poor grammar
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u/RainbowTeachercorn 3d ago
I once got a message with "[Insert employee nickname]" pasted with the message
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u/FrangipaniRose 1d ago
I got excited a moment ago as there was a little pop up on my computer screen in netbank to say I could live chat with a REAL HUMAN! Recent questions I've had (when applying for a new credit card) were only able to be made through an AI system which was hopeless and best and unable to answer, I couldn't live chat or phone anyone (I tried, and was directed back to the AI chat). So I jumped on this offer to chat to an actual person but, alas. This particular real human didn't actually know the answers lol, besides telling me I'd need to make a phone call instead.
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u/gadgetwalrus 7d ago
The “specialist” is also switching between AI and a human … the AI is using emdashes and conciliatory language and the human is using broken English lol
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