I have developed a distrust for Commonwealth Bank as, on one hand I have experienced excellent customer service via phone when my bank was overdrawn due to my CommInsure payment being over charged (the overdrawal fee was refunded instantly) and on the other, a rep tried to sign me up for a CREDIT card when I was 17. There is little to desire and I have now signed up to an account with higher interest payments.
So I feel that Commonwealth bank are great on convenience such as branch locations, ATM's and good with customer service. However, they are not funding any community projects I am aware of, have many hidden fees and charges as well as an unethical company model on the whole who can and will take advantage of those least fortunate. For this reason I do not use this bank to save with and am looking at changing banks ASAP.
Commonwealth is easily accessible, with many locations and an easy to use app which can be accessed from anywhere. At the same time my bank have never done anything to wow me - the interest on my small personal loan is more than any of my accounts can earn.
Started 2 new accounts and lodged quite a bit of money a month before leaving on overseas trip. They said "One month until cards are issued". It took Commonwealth bank more than a month and I had departed Australia with no cards and the money locked in my accounts.
On balance the bank destroys the good work it does
Daily activities are made accessible (good online presence), features are current (updates frequent), visibility good in the community (community involvement) however we have also been treated arbitrarily, non-transparently and aggressively which tends to leave a more lasting memory than any good customer service received. My home loan is with another provider, partially due to a single occasion where we perceived we were treated like little, insignificant ants!. Add the royal commission findings into the mix and the damage runs deep in the memory of stakeholders. I don't trust my bank with the things I can't see; it's easy to appear trustworthy with aspects of banking that are inherently visible to the public, it's the hidden stuff that customers are worried about.
I like that they have conveniently located branches and ATMs. I like that I can deposit money at an ATM or withdraw cash from an ATM without needing my card. Everything is easily accessible on the app or online. The rates aren't very good for savings accounts and I hate receiving fees for bills for overdrawing my account. I feel like my bank doesn't appreciate my loyalty which is frustrating.
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