Customers in Australia press for CommBank to return $270 million in unjust fees
Commonwealth Bank Faces Pressure to Refund Excessive Fees
A petition launched by consumer advocacy group CHOICE is calling on Commonwealth Bank (CBA) to refund over $270 million in fees deemed excessive for low-income customers. The petition, which has garnered over 19,000 signatures in just over a week, is gaining traction as public outrage grows over the bank's treatment of vulnerable customers.
The petition is supported by affected customers, CBA customers more broadly, and financial counsellors. CHOICE, an organization that has been advocating for Australian consumers for over 60 years, is known for providing unbiased advice and independent product testing to its members.
Between 2019 and 2024, CBA collected hundreds of millions of dollars in excessive account fees, overdraw charges, and dishonour fees from customers receiving Centrelink payments. This practice has been criticised by the Australian Securities and Investments Commission (ASIC) and ASIC Commissioner Alan Kirkland, who stated that these fees are not acceptable for low-income customers and do not pass the "pub test."
CBA has promised to make "goodwill payments" but maintains that the fees were properly disclosed to customers. However, the bank's refusal to refund these fees has drawn criticism from other banks in similar situations, who have agreed to repay some customers.
Andy Kelly, CHOICE deputy director of campaigns, stated that the petition's widespread support shows the community's outrage over CBA's treatment of vulnerable customers. "People are expressing their outrage over yet another bank scandal where CBA is refusing to make things right," Kelly said.
The petition is part of CHOICE's broader mission to support consumers when something goes wrong or a business treats a consumer unfairly. Membership also offers access to expert reviews and independent product testing, helping consumers make informed decisions. CHOICE does not accept ads or sponsorship, ensuring its advice remains impartial.
As of early August 2025, no further updates on outcomes, refunds issued, or official statements by CBA have been found. The broad sentiment in the community is that banks should no longer be allowed to treat people poorly without consequences. CBA reported a $5.1 billion half-year profit in February, leading Kelly to argue that there is no reason why the bank cannot refund customers.
[1] Information sourced from CHOICE Community forum and various news outlets.
The petition initiated by CHOICE, an organization recognized for advocating for Australian consumers, is rallying Commonwealth Bank (CBA) to reimburse over $270 million in excessive fees, a demand escalated by public discontent towards the bank's handling of vulnerable customers.
Finance commissioners, affected customers, and CBA customers in general are supporting this appeal, placing pressure on the bank to adjust its business practices and adhere to the general-news standards of fair treatment for all customers.
