Commonwealth Bank threatens to refuse transactions and suspend accounts after investigation uncovers thousands of 'horrifying' messages sent to customers by mystery users
- Trolls were using the CommBank app to send abusive messages to members
- More than 8,000 customers received rude messages as part of a money transfer
- The offensive messages were written in the transaction description on the app
- Users would usually only transfer a dollar or less as a means to send the abuse
Trolls using online banking to send 'horrifying' abusive messages have sparked an investigation that could see Commonwealth Bank refuse transactions.
More than 8,000 customers received threatening messages when receiving transfers from another person over a three-month period.
The offensive messages were written in the transaction description, with only a dollar or less being transferred in most cases.
Catherine Fitzpatrick, the bank's boss for vulnerable customers, said some of the messages had been 'disturbing' - and included domestic violence threats.
More than 8,000 Commonwealth Bank customers received threatening messages as part of a money transfer from another person over a three-month period (stock image)
'All genders were sending and receiving these messages, but the nature ranged from fairly innocuous "jokes" using profanities to serious threats and clear references to domestic and family violence,' she said in a statement.
'After noticing disturbing messages in the account of a customer experiencing domestic and family violence, we conducted analysis to better understand the problem.
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'We were horrified by both the scale and the nature of what we found.'
Commonwealth has brought in a raft of policy changes. Anyone caught harassing others via the CommBank app could have the transaction refused or access to their digital banking service suspended.
'The new acceptable use policy makes it clear that it is unacceptable to use our digital services to stalk, harass or intimidate any person and if we see this we may refuse transactions or close a perpetrator's account entirely,' Ms Fitzpatrick said.
'These changes will ensure that all customers can continue to enjoy the benefits of digital banking in a safe and secure way and represents our first step to address the issue of technology-facilitated abuse.'
'Our customers should always feel safe using digital banking.'
The offensive messages were written in the transaction description, with usually only a dollar or less being transferred (stock image)
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