CBA slow to accept invite

[pearlhunter]

CBA are terribly slow to accept invites lately.  This particular workspace we invited and uploaded discharge authority on 13/5/21, and settlement is expected on 31/5/21 but they have not responded as yet.  We are unable to create a conversation with them until they accept, and I waited on hold for 50 minutes on Friday trying to get through before having to hang up to meet with a client.  Please help?

[MBM]

I have the same problem.  CBA was invited on 12 May for 1 June settlement.    CBA has not accepted yet, although they received the discharge request on 30 April, which was acknowledged.

The discharge team has read several of emails and sent a read receipt, but they will not reply.

I was also wanting to send a conversation via PEXA, but the system does not allow it.   

[Morri]

Hi @pearlhunter  and @MBM 

Thanks for sending your invitations early, providing plenty of time to settlement. Apologies for the delays you are facing.

We are currently operating outside invitation acceptance guidelines because we are processing our discharges work based on settlement date.

Invitations are currently being accepted 4 days prior to settlement.

This position will improve over the coming weeks as we have more resources focussed in this area. We also have some automation that will be implemented shortly that will quickly recover this position and restore acceptances t less than 24 hours.

Regards

David Morrissey

Chief Product Owner

CBA Retail Home Lending Operations

[MBM]

Thanks for the reply.   It's good to get some information on your process.

[pearlhunter]

Thank you for your response, however we are now three business days from settlement, with the CBA still not having accepted our PEXA INVITE (much less accepted settlement, or prepared a discharge document or provided a payout figure).

Settlement is 31st of May, and our Discharge authority (and PEXA invite) were sent on the 13th of May - with no response as yet which I find unacceptable.

[Morri]

Thanks for highlighting @pearlhunter 

Could you please direct message me the title details and workspace reference so I can investigate?

thanks

[pearlhunter]

This continues to be a major issue with practically ANY workspace involving CBA.  An invite sent on 13th of APRIL was forwarded on by CBA Personal Banking to CBA Business Banking, and stil at 2nd of JUNE it has not been accepted - therefore not allowing us to communicate by way of PEXA.

If PEXA is the platform we are all working under, then communication is vital - particularly as a phone call usually means TWO HOURS our of our day.

As you can tell, frustrations are running high with CBA discharges.

[Morri]

Thanks for posting @pearlhunter 

Our invitation response times are improving but are still well outside guidelines and I apologies for that.

Based on feedback from a recent Member Advisory meeting in NSW, we have added 12 staff to support filtering the Discharge Authority forms to identify Partial Discharges and Commercial Discharges earlier. Getting them to the correct team for action and matching to the PEXA workspace. 

Clearly there is still more work to do to improve further.

[pearlhunter]

Hello David,

I am hoping you are still the person I can go to with my current issue.  Just when I thought CBA were improving their processes, I am frustrated at the workspace No. PEXA... which is due to settle tomorrow, and CBA are yet to accept settlement (which is frustrating for my client as they are travelling five hours to take posession and would like some idea - although we have scheduled 11.30 I expect CBA will eventually change this).  They also need to prepare their discharge document which populates the rego fees and allows us to move forward with balancing the figures.  The discharge request was sent on 27/5 and I am told it is a "straight forward" discharge.  It is frustrating that there seems little regard to the "personal" effect this has on people - not just your own customers.  I am making a list to present to the AICSA and the Registrar General of my ongoing frustrations with banks, and CBA features there regularly unfortunately.  I you have the ability, can you please escalate matter PEXA...

[Morri]

Thanks for reaching out @pearlhunter 

Yes, I can look into what is happening for this customer to make sure we can settle tomorrow.

We have been making really strong progress in our process where CBA are the discharging bank, and are now having over 50% of customer discharges fully signed and ready the day before settlement. 

The run to the end of financial year always proves to be a very busy time, and although resourcing has been improved there is still some pressure on parts of the process due to the volume of customer requests.

I can see how delayed readiness is frustrating for you however I will say that there is absolute regard for the personal effect on people, with the teams doing everything they can to ensure customers settle when they need to.

Regards