Message us to speak to a specialist

Get instant help from our virtual assistant, who can answer your queries or connect you to a specialist.

Message us through the CommBank app. Here’s how:

1. Log on to the CommBank app
2. Tap the Help  icon in the top-right corner
3. Tap ‘Message Now’ to message us and chat to our virtual assistant, Ceba
4. Ceba can answer your questions, show you how to do simple banking tasks, or connect you to a specialist

Make sure you enable push notifications for the CommBank app. If you need to be connected to a specialist, you’ll receive an app notification when they’re available and when they reply, so you can message back at a time that suits you. 

Our virtual assistant will answer your questions, show you how to do simple banking tasks, or connect you to a specialist. Simply type your question to get started:

• “I don’t recognise a transaction on my account” – find out how to lock or cancel your card, order a new one, or dispute the transaction
• “Where are my bank statements?”– Ceba can take you there
• “How do I open a new transaction account?” – we’ll show you how

Your messages with us are secure and encrypted to protect your information.

We’ll never ask you for your full account numbers, full debit or credit card numbers, card PINs, NetCode, or NetBank password (you should never share these with anyone). We may ask you for some other information to identify you when you chat with us.

We’ve heard your feedback and are working to make messaging even better and more available to you – keep an eye out for updates.