CBA glitch stalls customer statement notifications

Bank fixes "one-time" error

The Commonwealth Bank has apologised to customers after a computer malfunction prevented credit card statements from being emailed to account holders in the last week of February.

The bank told affected customers in an email that they would be reimbursed for any fees or charges incurred as a result of the fault, which it blamed on a “one-time error”.

It said the glitch has been fixed and it will inform customers of when they can access their statements.

Although customers could download their statements, the regular email notification was sent between 27 February and 7 March.

The bank is mid-way through a four-year, $780 million IT modernisation project which began in April 2008 to simplify and update its legacy and core IT services. The bank will retain its mainframe system, but has not ruled-out a migration once the project is complete. It will use SAP for banking systems based on Netweaver with implementation support from Accenture.

The technical malfunction in February was not related to the modernisation project, a spokesperson for the bank confirmed.

A separate computer glitch resulted in 200,000 customers short-changed in November 2008 when a process duplication error charged customers twice for withdrawing money from ATMs.

That error followed a similar bungle by ANZ in 2006 when another 200,000 non-ANZ customers double-charged to the tune of $45 million, after the glitch duplicated 400,000 MasterCard transactions.

The Commonwealth Bank's Netbank portal [[artnid:278693|was knocked out earlier last year], possibly due to technical errors.

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