CBA Service Levels - Retail Discharges

[Morri]

A service level update for our valued business partners:

CBA Retail Discharges is currently experiencing high volumes, please allow 15 business days for a Full Discharge Request and 21 business days for Partial Discharge Request, from the date the Discharge Authority is sent. 

To assist us during this time we ask that you ensure the Discharge Authority is sent as earliest as possible and uploading to PEXA would be extremely helpful. Please refrain from re-emailing once you have sent this to us.

We appreciate your ongoing support.

Regards

David Morrissey

Chief Product Owner

Retail Home Lending Operations

[DMc]

Thanks for the update.

It's really nice to hear that we are valued Business Partners...

[PeninsulaConveyancingandLegal]

Hi David,

Thanks for the update.

Any idea how long these delays might last?

If you anticipate this will go on for a significant period of time, perhaps you can re-train some of the 90,000 or so (COVID) unemployed Victorians into some roles?

Just sayin...

Thanks for your ongoing support too.

Cheers, 

Jennifer 

[Morri]

Thanks for the note Jennifer

We added additional staff to the team in November and a further group are in the process of being on-boarded to increase staff numbers.

They are based in Sydney so does not help the Vic employment situation unfortunately.

At this stage we believe the current situation will continue for at least 3-4 weeks.

I will use this thread to post weekly status updates.

Thanks

[SArmes]

Hi @Morri David,

We sent CBA an email with a Discharge Authority and invited them into the workspace. We have sent a follow up email as well as spending 45 minutes on hold before being hung up on.

CBA are yet to accept the workspace invitation and settlement is to take place on 25 March 2021. I don't know why over a week later they are still yet to accept the workspace invitation.

This settlement cannot be delayed. Is there another phone number or email that we can communicate with?

Thanks

Schai

[Morri]

Thanks for reaching out @SArmes 

I'm sorry for the experience you have encountered on the phone.

We currently have a backlog of invitations that we are working through and some acceptances are delayed as you have experienced.

Work is being prioritised by both settlement date and the date of invitation being received.

As long as the invitation (and discharge authority) are received with at least 10 days to settlement, the requested settlement date is being met. Invitations received with less than 10 days to settlement are at risk of not being ready, although every effort is still being made to hit the contracted settlement date.

If you would like to private message or email me the CT details, I can track the invitation for you.

Thanks

Dave

[SteveHarvey]

Hi

I have sent a invitation on the 31 March and again on the 9th April in which the bank has not accepted. The PEXA reference is  PEXA215843316.

[Morri]

Thanks for commenting @SteveHarvey 

Also, thanks for giving us plenty of lead time on the invitation for settlement in May. 

We are having delays with accepting invitations, in part due to an increase in invitations with less than 10 days to settlement, which is forcing us to change our process. 

I will ensure that your invitation is accepted with at least 10 days to settlement, as we work to clear the backlog.

Regards

Morri

[MaraP]

After 1hr 18 mins on hold today we have been informed that the current time required for CBA Discharges is 40 business days ?!?

[Morri]

Hi @MaraP 

The 40 days isn't strictly correct. 

Whilst we have files that have been waiting for up to 40 days, all of these have longer settlements dates.

Given our current position we are actioning requests based on settlement date, with the majority of requests being completed 4 days prior to settlement, this includes accepting the invitation.

This is a fairly big change when everyone is used to getting told a turn around time but necessary to ensure we hit the contracted dates.

This position will continue to improve as we have more staff coming out of training next week to support, plus further automation for payout figures going live next week.

If I can ask one thing, it would be to get at least 10 days notice when getting invited to settlement. Currently we have 25% of all invitations being sent to us with less than 10 days notice to settlement.

Please reach out if you would like to discuss further.

Thanks

David Morrissey

Chief Product Owner

CBA Retail Home Loan Operations