Commonwealth Bank is facing criticism after a video surfaced showing a bank employee refusing to accept a cash payment from a customer attempting to settle a debt.
The customer recorded the interaction, which occurred when he tried to hand over several $50 Australian notes. The bank worker informed the customer that he would need to use the bank's app to make the transfer, stating, "I have no way of transferring it to you guys. I want to make what's right with you guys. You won't accept my money." The customer expressed confusion, asking, "So you're happy to give me money, but now you won't take it back. I'm trying to repay my debt with you guys and you won't take it. What am I meant to do?"
The bank worker responded, "I can record your feedback on this, but I cannot accept your cash." The customer explained his lack of online transfer capabilities, and the worker offered to assist him in depositing the money, but stated she could not accept it on his behalf.
Footage of the incident was shared widely on social media, where users expressed frustration. Many questioned how a bank could refuse legal tender and raised concerns about accessibility for elderly customers or those without smartphones.
A spokesperson for Commonwealth Bank stated that cash services remain available. "Customers can continue to access cash deposit services in our branches through our tellers and ATMs using their CommBank app or card," the spokesperson told news.com.au. The bank also clarified that non-customers are not required to download the app to deposit funds into a Commonwealth Bank account and can use their own financial institution for transfers. Additionally, a QR Cardless option is available for non-customers to deposit cash at a Commonwealth Bank ATM into a Commonwealth Bank account.