That should come as no surprise to anyone. But here’s how they’ve been evil to me this time. Can anyone help?
On 19 September 2018 I filed a AFCA (then FOS) complaint, outlining the following:
I can’t access my credit card in NetBank. It’s disappeared. CBA is confused. Statements have vanished and are not being provided. I can’t pay the card in NetBank, as NetBank claims the card doesn’t exist (and I can’t get statements to see how much I owe).
CBA arrears department keeps calling me at 8:15 every morning (7 calls so far) with no knowledge of my complaints.
Happy to pay, just can’t because of technical failings of CBAs.
This started happening after I used the button in the CBA app on my iPhone to request a replacement card. A feature they advertise and seem to support.
No new card ever turned up, but instead my card disappeared from NetBank, I lost the ability to pay it, and CBA started harassing me.
I tried to be responsive to CBA, and called them regularly about this.
In response to the FOS/AFCA complaint, CBA has claimed to send a replacement card about ~4 times now. I’ve never received a replacement card.
I get emails from NetBank when a new statement is available (screenshots below), but I cannot get statements in NetBank (screenshots also below). CBA has emailed me a few statements, back in October, but never provided any since.
When no card turned up CBA, at my request, gave me BPAY credentials for the card. So I sent what I guessed was the outstanding amount to the BPAY credentials. It bounced back within 7 days. Charging me a dishonour fee. Wonderful.
Now, here we are, months and months later. I still have no credit card.
CBA referred me to a dispute resolution team member, Jonathan, who was utterly incompetent: he ignored me for weeks at a time, then came back with his final resolution… to close the card account… and not do anything else?
Recently, CBA has now listed missing payments for the credit card on my Equifax/Veda credit file/credit history. This makes it impossible, for example, for me to get a business loan, or get a replacement credit card from another bank. They have listed so much stuff on my credit file, my credit score has tanked to ~200.
In the last two weeks, CBA booted the incompetent Jonathan off my case and handed me to Tina and Elias, who seemed better at first, but then came back to me with a verbal offer:
- they would pay me $1,000 for the inconvenience
- they would waive the entire credit card debt (approximately $1,500)
- they would close the credit card account (I told them I didn’t want to be a CBA customer anymore after this—this is true, we’ve started migrating Secret Lab to Bendigo Bank)
- they would remove the stuff they put on my credit files
When the offer turned up in writing, they had changed the last element to be, instead, “If the Bank has caused an error to the Customer’s credit reporting due”. Calling them to confirm resulted in them telling me that they would not be fixing the credit reporting, as no error was caused. So I have to decline their offer.
Now I have no credit card (this is my only non-AMEX credit card), a ruined credit history (directly impacting my business), and zero access to get CBA to fix this.
Don’t use CBA. They are evil.
Oh and I’m still getting statement emails from them. Even though no statements are available!
Dr Paris Buttfield-Addison 