Phone
Best for: fraud, lost cards, urgent payment recalls. The fraud line runs 24/7 with immediate pickup targets.
Help centre
Get the right help, fast
Most CommBank problems fall into one of four buckets: cards, access, payments and fraud. Match your problem to the right channel below and skip the queue.
ResolvedFirst contact 78%
24/7Fraud line
Choose wisely
Which channel fits your problem?
Each channel has a job it does best. Using the right one is the fastest fix.
Secure message
Best for: non-urgent account questions and document requests, answered inside NetBank where your identity is already verified.
Help articles
Best for: how-to questions. Searching before calling solves most issues without any wait at all.
Branch
Best for: identity documents, complex lending conversations and anything easier face-to-face.
Problem router
Common problems, mapped to solutions
| Problem | First action | Then | Urgency |
|---|---|---|---|
| Lost or stolen card | Freeze card in NetBank | Report via fraud line for replacement | Immediate |
| Unrecognised transaction | Freeze card, change password | Contact fraud team with transaction details | Immediate |
| Locked out of NetBank | Use official password reset | Call access support if reset fails | Today |
| Payment sent to wrong account | Note the transfer reference | Request a recall through support | Immediate |
| Question about a fee | Check the fee schedule in app | Send a secure message if unclear | This week |
| Update contact details | Edit profile in NetBank | Verify with a one-time code | This week |
Before you call
Three things that halve any support call
Specialists can move instantly when the facts are ready. Gather these before picking up the phone:
- Identity anchors: your client number plus one registered detail (email or phone). Never share your password.
- The reference: transaction ID, payee name, date and exact amount.
- The sequence: what you did, what you expected, what happened instead — in that order.
Scam warning: support staff will never call asking for your password, PIN or full one-time code. Hang up and dial back through official numbers if in doubt.
FAQ
Most asked support questions
My card is lost or stolen. What first?
Freeze it immediately in NetBank under Card controls, then report it through official support. A frozen card can be unfrozen if it turns up; a compromised one gets replaced.
A payment went to the wrong account. Can it be recovered?
Contact support as soon as possible with the transfer reference. Recovery depends on speed and the receiving bank's cooperation, so acting within hours matters.
I cannot receive one-time codes abroad.
Check roaming and SMS blocking with your mobile carrier. If codes still fail, use the app-based authenticator option where available, or contact support through the official help channels.
How quickly does support respond?
Fraud and card-blocking lines operate 24/7 with immediate pickup targets. General queries are typically answered within one business day via secure message; phone queues vary by time of day.
Prevent the next problem
Ten minutes in the Security Centre now saves a support call later.