Refund from Commbank Regarding Additional Card Holder

hiaaron on 22/11/2023 - 17:14

Hi guys,

Has anyone just received an email from CommBank regarding a refund due to an audit they conducted on credit cards in relation to additional card holders?

I had a credit card with them but closed a while ago. I initially thought the email was a scam but they actually deposited the refund into my account.
I don't recall requesting them to remove access of the additional card holder, neither knew that the person still had access on it through digital wallet. The refund was quite big number… wondering if anyone also received this one.

We’re building a simpler, better bank and are committed to taking actions to serve you better – this includes putting things right when we get it wrong.

During a recent review, we have identified that your Credit Card account(s) ******** may have been impacted by an error. When you asked us to remove your Additional Card Holder/s, we may not have made it clear that the Additional Card Holder/s may still have had access to your account via their digital wallet, unless you also asked us to place a stop on the account. We have reviewed your account/s and identified transaction/s made on a digital wallet set up by your Additional Card holder/s before you requested us to remove their access. As a result, we are refunding the amount of $xxxx, which includes the total amount of interest and/or fee(s) plus additional compensation for any additional returns you could have generated over this period had the error not occurred.

Please accept our sincere apologies for this error and any inconvenience you may have experienced.

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Comments

  • c64 on 22/11/2023 - 17:37

    take the money already

  • jv on 22/11/2023 - 17:38
    -2

    Nope,

    The Additional Card for my wife was stolen a while back, but I never bothered reporting it…

    I was happy to keep paying the statement since the thief was spending less than my wife…

  • garetz on 22/11/2023 - 18:00
    +2

    Bank error in your favour, collect $xxxx amount and move on with your life.

  • bobbified on 22/11/2023 - 18:26
    +1

    I'm guessing the bank has gone through a remediation process and set a criteria that included people that "may" have requested the removal an additional card holder.

    I've run a few of these remediation programs for the banks and, where it's not clear, the criteria is set "far and wide" to make sure everyone potentially impacted is included - even if it means including people who were not actually impacted.

    • hiaaron on 22/11/2023 - 20:39

      Yeah, I don't honestly recall requesting the removal of an additional account holder. She had access to the account all the time until I closed the credit card. I am quite happy but the refund amount is in thousands… that's why I initially suspected it was a scam.

      • kati on 22/11/2023 - 21:29
        +2

        This is my role (calculating remediation amounts for bank customers). Many banks have multiple remediation projects going on and lack of staff to fine tune the data. As @bobbified says, we generally cast the net wide and pay everyone that could possibly be impacted as it would take too many thousands of man hours to sift thru the data just to pay them a bit less. Congrats at drawing the 'bank error in your favour' monopoly card!

        • kati on 22/11/2023 - 21:31
          +1

          There are several ways to tell that the remediation letter isn't a scam.
          1) usually it will mention your previous account numbers accurately
          2) you are welcome to call the bank anytime for further details
          3) the money really does show up as they make the payment 1-2 days after the letter is sent

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