On April 22, 2025, thousands of Commonwealth Bank customers found themselves locked out of their accounts, sparking widespread frustration and prompting an urgent investigation by the bank. The issue affected online banking services, including the CommBank app and NetBank, leaving many unable to access their funds or conduct transactions.
The bank acknowledged the problem and apologised for the inconvenience, stating it was working to resolve the issue as quickly as possible. By the evening of April 22, the bank announced that its app and NetBank services had been fully restored, with all other services available once again.
This incident is not the first time the Commonwealth Bank has faced technical issues. In recent years, the bank has experienced several service disruptions, including a major glitch in June 2023 that prevented customers from accessing their accounts and conducting transactions. In October 2024, a duplicate payment glitch caused extra money to be withdrawn, leading to significant backlash.
Customers took to social media to express anger and disappointment, with some sharing stories of being unable to pay bills or access essential funds. The bank’s customer service lines were overwhelmed, with long wait times reported as frustrated customers sought assistance.
As the bank continues to investigate the cause of the issue, it has assured customers that it is committed to restoring full service as soon as possible. The incident highlights the reliance on digital banking services and the challenges faced when these systems fail. Despite the inconvenience, Commonwealth Bank maintains it is working diligently to prevent such disruptions in the future.