Commonwealth Bank

Good internet banking and many locations, but I have trouble believing this 'pillar' is on our (the customer's) team, despite their advertising. My experiences with them have been mixed: some people have been friendly & helpful, others haven't, sometimes waits are short, other times they're long. More fundamentally, their policies don't seem to be customer-oriented: for example, exception fees used to be ridiculously high (and only changed after the flurry of bad publicity), and the way payments are posted is opaque to me - and seems somehow to often generate bad results. That said, more recently, I've experienced extremely good, helpful, and friendly service in branches - so I'm cautiously optimistic.