NAB (National Australia Bank)
Verified2,048 reviews
AI reviews summary
The recent sentiment regarding NAB is overwhelmingly negative, characterized by significant frustration over declining service standards and systemic inefficiencies. While individual branch staff are occasionally praised for their professionalism, the broader consensus points to a bank that feels inaccessible, with recurring reports of frozen accounts, poor communication during the Citibank transition, and a perceived "profit over people" culture.
Pros
- Exceptional Individual Staff: Specific employees at branches like Strathpine, Greensborough, and Fairfield are highlighted for being knowledgeable, friendly, and efficient.
- Effective In-Person Specialists: Dedicated home lending and business specialists are praised for providing personalised, stress-free guidance on complex financial products.
- User-Friendly App Features: A segment of users finds the modernised app interface intuitive, particularly for setting up new accounts and managing instant transfers to trading platforms.
- Streamlined Onboarding for Some: New customers occasionally report a quick and smooth process for opening basic savings or credit card accounts.
Cons
- Poor Citibank Migration: Numerous users report a "disastrous" transition from Citibank, citing lost transaction histories, blocked cards without notice, and the removal of previous account benefits.
- Aggressive Fraud & Verification Blocks: Frequent complaints involve accounts being locked for small or routine transactions, followed by "draconian" identity verification requirements that often necessitate physical branch visits.
- Inaccessible Customer Support: Significant recurring issues include phone wait times exceeding 45–60 minutes, "useless" AI chatbots, and a lack of response to in-app messages or formal complaints.
- Inefficient Branch Operations: Users report long queues, a lack of staff to handle basic requests (like opening accounts or depositing cash), and a requirement for appointments for services previously handled on the spot.
Verdict
The feedback suggests a significant divide between NAB’s digital aspirations and its actual service delivery, with the bank frequently described as "unusable" due to technical glitches and rigid verification protocols. While individual branch interactions can be high-quality, the systemic failures in customer support and the botched Citibank integration make it difficult to recommend for users seeking a reliable or low-maintenance banking experience.
Absolutely terrible front desk service at Garden city branch. The front desk guys were talking to eachother while I stood in the counter to open a business account for 10 minutes. I just walked out,will never go to NAB again.
So, the communication was all going well when I was enquiring about opening up a Term Deposit Acc with NAB and then once the account was opened and I deposited money into the account I cannot get a reply from anyone as to a query I have with the account. I have sent 3 emails to the same person who I was in contact with. Now they have my money fixed for 3 months and noboby wants to talk to me. Absolute rubbish customer service. Show details
Reviews with attachments
Have been a customer with NAB since 2009. And have never experienced problems . I really sympathise with those who have had negative experiences with this bank. I have never been charged any fees so far, and I have never really experienced any problems with the app. I have had no problems transferring money to any other bank. On a couple of… Read more
occasions when my card was stolen. They refunded the money that was in dispute. And they also issued a new card promptly. So I have never been shortchanged by this bank. Although I have tried to sign up for promotions. They keep knocking me back because of my credit rating. But I guess I can’t change that. Touchwood fingers crossed hopefully they will be good in the future.
The only negative experience that comes to mind is in 2022 where a client paid me using my Pay Id . And they send me a receipt. However the funds did not appear in my bank account. So I went to the NAB branch and made an inquiry. And the teller without even checking properly looked at the receipt and said oh it’s a fraud. So I called up the client and I had a word with him. It turned out that the bank is actually frozen the money. Because of the angry exchange I had with the client. He called his bank and reversed the transaction. So I was to receive the money in 10 days, but then I didn’t get it at all. This was Because the teller at the bank. Give me wrong information. This was the only negative experience I had with the bank. And I lost $250.
13 in a queue - 1 teller! – How can I leave a 0star review? 1. Waited 1 hour for the main number to answer 2. Waited 48 hrs for a call back from Casuruna Branch 3. Gave up and went to the branch - been closed for a couple of weeks (still no phone call!) 4. Drove into Darwin branch - 13 people in the queue for the 1 teller How not to value you clients!!
AND NOW TO TOP IT OFF - The NAB HAS FLAGGED THE FLOAT DEPOSIT IN THE ACCOUNT AS INCOME!! Next visit to comply with their requirements, I will hand over $100 in seven transactions so the teller can give me the denomination required without raising their money laundering flag. Or perhaps three or four small deposits and withdrawals of $200 will… Read more
suit them. One must after all obey the rules.
I recently visited my NAB branch to get $700 in float change. I was told it was now bank policy — for money laundering reasons — to deposit the cash into an account, then withdraw it to get change. This will be necessary for all future float requirements.
Both tellers insisted this applies to any transaction over $100, despite the actual AML reporting threshold being $10,000.
After much discussion, I complied. My statement now shows a "Cash Deposit" followed by a "Miscellaneous Debit" — with nothing to identify it as a routine float exchange.
If this process genuinely exists to create a clear audit trail it has failed spectacularly.
Instead, it has created a confusing and potentially problematic personal account record, with no documentation linking the transaction to our micro-business. Far from preventing suspicious activity, the resulting paper trail looks far more suspicious than a simple cash exchange would have.
To me, it appears as if the NAB is involved in a money laundering practice; or perhaps trying to get their deposit figures up. Can the NAB explain the regulatory basis for this policy — and why customers receive no proper documentation when forced to use it, and more particularly that the NAB had no authority to withdraw the deposited funds.
Title: Hidden fees and poor transparency – very disappointing I used my NAB debit card during a recent trip to New Zealand, assuming the charges would be limited to the commonly stated 3.5% international transaction fee. Before travelling, I did my research online (Google, ChatGPT, etc.), and nowhere was it clearly explained that multiple… Read more
additional charges would apply per transaction. However, after returning to Adelaide, I was shocked to see numerous extra fees deducted from my account for almost every purchase I made in places like Queenstown and on the way to Christchurch.
What’s worse is that these charges were not reflected immediately or even the next day. They only appeared later, which made it impossible to track actual spending while travelling. This lack of real-time visibility is extremely misleading.
Had I known the true cost, I would have used an alternative like Wise instead. I genuinely thought NAB would be comparable, but that was clearly not the case.
Overall, very poor transparency and not suitable for international travel. I would not recommend using NAB debit cards overseas.
Over 20 years with NAB and now im done with this after this experience. I sent $17000 overseas in branch to a trusted source and now the money’s disappeared after not being received in 10 days. Waiting on hold for over an hour 2 times with no assistance given and constant robot like apologies, no response from app messaging (constantly being told… Read more
over and over did you know you can use the app? When it’s no good at all). Tracking the money for some reason will take a few days and I still havnt heard anything back. It took 3 days to go through last time using commbank so now it’s time to change exclusively to them.
These banks make so much profit and when it comes to our money they don’t seem to be in such a rush to assist.
Thank you NAB for this Petrol discount! Great timing! What a great help!
Very bad, disgusting service. The account was locked and asked to call. Was on the phone for 1 hour and 36 mins to unlock the account and finally told to visit the branch. Seriously, they told to get help from someone to spend money. Never rely on NAB money to travel around. At least have another bank, commonwealth bank to save your life. Show details
Applying for a NAB credit card was an absolute nightmare. The process was painfully slow, poorly designed, and completely lacking transparency. I provided all the required documents, only to be left waiting for weeks with zero meaningful updates. Trying to get answers from customer service was a waste of time, none of them was able to help me, and… Read more
no one seemed to actually know what was going on with my application. For a so-called “big four” bank, this level of inefficiency and disorganisation is unacceptable. NAB clearly doesn’t value customers’ time, and this experience alone is enough to make me take my business elsewhere. They advertise 15 mins online application and you will get the result. I prepare the document and linked my Myob account so they will have access to my business cashflow. I thought I already did all the necessary docs and requirements. Days passed and there are no updates to my application. During one of my lunch break I went to Adelaide branch for an update but they don't know what happenned to my application. They suggested to arrange a meeting with banker on another time. I agreed to this and they said meeting will take about 30 mins.The meeting was set up on 27-Nov 2025 at Norwood Branch. I agreed and meet the Banker and the meeting took more than an hour. I prepare all the docs they needed and did the onboarding process that took forever. Unfortunately we forgot my wife's passport and told them we have soft copy. They insisted that they need the actual copy so we end up going to the branch again the next day.The next update we got is email on 4-Dec 2025 saying onboarding process is finalise and the credit card application in progress. I waited and I did not have anymore update.I went on my holiday break overseas and I was only able to follow up on 27-Jan 2026. They said the application is already close because they did not hear from me. They said they called but I did not answer. Unfortunately I was still overseas that time. I did not even received an email to inform that they called. Anyway they told they will resume my application because they already have my details. The support said someone will call me in 2 days or maybe before the end of the day. I waited 2 days and that never happened. I have to follow up again in person in Adelaide branch but they can't see any update or don't know what is going on.They said they will reach out to lending officer and they assured me that they will give an update at the end of day no matter what happens. And you know what? I did not received any update. The next day out of frustration I applied thru ANZ bank online and did the same application. I gave the same details and give permission to access my MYOB account and I got conditionally approved straight away.
In the afternoon the next day, I got called by the NAB lending officer he asked about my application and you know what??? They are asking again for my details and they said they just want to confirm all the details that they already asked. We just end up cancelling the application altogether because it is a waste of time. This is the worst application I have ever experienced.
I have been trying to access my account NAB online all day and it has been down all that time. If the Bank closes its physical branches offering online banking as a replacement, I think it should make certain that online banking can be accessed. I think a Bank should receive a substantial fine if it does not provide reliable banking services as advertised.
Latest follow-ups
Nab Bank Strathpine, Qld.... Brillant service ...lovely girls. Nice personalities. Just love going there. Thanks a million girls especially the lovely with the red shoes. Show details
Follow-up · Always a pleasure to bank at Strathpine Nab. Girls are so nice and helpful. A+ SERVICE
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3 years of NAB Orange ("None Any Better"!) – After many years of banking with three other banks, I noted that a very shrewd and moneywise friend had been an NAB Bathurst branch customer for over 40 years. When I came to Orange to live, it seemed (and indeed has been) a good move to try NAB… Read more
service. The Orange branch staff members all have helped me with great kindness and efficiency for which I am most grateful. At 84 years of age and with deafness, I occasionally (well, to be quite truthful, rather often) become confused. These fine people at NAB have been very patient, and helped me to sort out many problems in the nicest possible way, and I thank them most sincerely.
Follow-up · NAB Orange branch staff members continue to provide the best service I've ever received from any bank; I am deeply grateful to all of them for their help, kindness and patience.
Extremely disappointed with the banks treatment in regards to interest payable on my reward saver account. All verbal instructions were followed in regards to the requirements on this account. I am an 80 year old pensioner reliant upon this interest and would have expected higher duty of care from this institution. Show details
Follow-up · NAB made a typical big business monetary offer to settle this dispute, amount was a absolute joke. All matters are now in the hands of AFCA for a mediation. Waiting upon decision.
Typical arrogance of banks today, will not answer me here, yet make a pathetic offer to close query through another portal
Positive reviews
The bank staff Vicky, from the Sunshine Marketplace branch was really helpful. She assisted me with my credit card application. And through her help I was approved for my credit application. I had an excellent customer service experience with her.
Again it's always good to mention a product that delivers with clarity a positive friendly service. I am writing about the Nab in Warragul. In these days of pressure and limited human response it is so very gratifying to find an institution with genuine people first thinking.
Cris Beldea the loans specialist I saw at the Bondi Junction branch is a real gentleman and he really treated me as valued customer and was very helpful in walking me through all my options when I wanted to borrow some additional funds. Show details
Negative reviews
Poor customer service. Cannot keep appointment times, froze my account AFTER the money was taken out, got my middle name wrong and sent my card to the wrong address - and it was stolen from there. Closed account at first opportunity. Don’t bank with them. Show details
Went to NAB Chadstone on saturday to make a coin deposit. No receipt was dispensed on the coin machine, i had to speak to Raween who told me to ring up on Monday 22 Jun 26 to confirm with him. I rung him in the morning (Tues-today) and was told he will have his collegue to update me about my coins deposit! It is absolutely unacceptable to me. A renow bank is inefficient in handling a simple task! Truely disappointed. Show details
NAB, stope asking me to update sole proprietor information. It is none of your f'ing business. Stick to keeping people's money safe in their accounts and stop sticking your beak into my private affairs. If I log in again and see that message, I will close the account.
Recent reviews
After having an appalling experience when I contacted the NAB Bank using their contact phone number, I decided to go into the Parramatta Branch. Amzingly, there was no lenthy queue and the staff were very adept at addressing the problem, even though it took some time. My opinion of the bank went from bad to good!
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The bank has high fees, lending staff who lie about rates and the bank does not show leniency or loyalty. I will be moving my home loans and account as soon as possible Show details
Wanted to open an everyday type savings account, after my long standing credit union was merged with a bank of very low reputation. So popped into the local NAB branch where I have been a customer for over 30 years. Only one other customer present, 4 staff in attendance. How can we help? Open a savings account please, already have an NAB… Read more
account, here is my ID number. "Oh, we're terribly busy at the moment, if you step over here we will arrange an appointment time and try to fit you in during the coming week". Explained I lived over 40kms away, and would be rather inconvenient - and I'm already holder of a NAB id number. After approximately 10-12 minutes of consulting the "magical calendar", I requested my card back and walked across the road to another institution who processed my request immediately and presented me with my BSB and account numbers in less time than NAB could consult their tablet. (Bear in mind, 4 staff and 2 customers........sooooo very busy). CEO of NAB (name withheld due to Review policy), you really need to address the basics of the NAB, rather than sending out interminable emails to existing customers saying how you're prepared to help during hard times - but on reflection, if the branch is so terribly busy, maybe you are too.
I do all my banking online. I have no real issues with the NAB’s online transactions. Not brilliant, but they work OK for me. My problem is that I don’t feel like a valued customer anymore. Or even a recognised one. Online banking is part of that but the more subtle reason is this… All of their marketing images for the last few years have… Read more
featured everything but a white Causasian adult male. Not one, and I have been watching for one for quite a while.
Only the bank’s board members and CEO fit that demographic, but none of the depicted customers. The other financial institutions seem more balanced in their advertising.
If I could give zero stars, I would. After nearly 3 months of attempting to reach someone who could help, and 6 case numbers for the same issue, I have given up. Promised phone calls never came, and I received generic, copy and paste emails that didn’t address my concern. After 40 years as a customer of the big 4, NAB is the worst service… Read more
experience I’ve encountered!, Unprofessional, poorly trained staff repeatedly transferred my issue between different case numbers with no resolution. Do yourself a favour and stay away from NAB, waste of time and waste of money
Was having trouble with their two step verification. Girl I spoke to said the problem was with the four different websites I’d tried to make purchases from, including Coles for my groceries. Turned out it was indeed a problem with a NAB, no surprise - what are the odds it was four different websites all having the same issue? Slim to none. Was a… Read more
problem she didn’t want to take on and made life extremely difficult for me. I would not recommended this bank to anybody on earth - lazy, arrogant and quite happy to take up a couple of days of your time instead kindling *their* job and fixing a very simple issue. I complained and they told me to take it up with AFCA. Rude, lazy and the worst service I’ve ever received.
AVOID NAB. THEY ARE A DISGRACE OF A BANK.
Being elderly I expected more as I opened an account allegedly online they say but visited the branch same afternoon to sort out my accounts at which time I believe they should have checked I had met the account criteria. Evidently I didn’t direct debit a $1 deposit and I lost over $1100 in interest. Typical bank scenario they choose more profit over customer care. Changing banks for as much time it takes to recoup the interest I lost. Show details
I have been an owner occupier since 2009. I had a business banker who was aware of my circumstances at that time. I was involved in a family business through which I bought the property in a trust arrangement. I trusted the bank manager I had and expected that she would do the right thing by me and advise of any discrepancies. After being involved… Read more
in a motor vehicle accident in 2017, and being injured to the point that I have been granted a serious injury certificate, meaning I have a certified 40% reduction in capacity, the bank put me on hardship arrangements. Then COVID hit. I applied to the bank for interest hold/relief and they informed me that because I had existing hardship arrangements that they couldn’t offer any relief. After speaking to one of the conscientious staff I was advised that my interest had been calculated at the wrong rate. She helped to put in a complaint and it was rejected because the bank doesn’t possess the capacity to recalculate the interest from that date. I offered to draft my own spreadsheet, at the expense of my time and expertise, to resolve the situation. Of course that was rejected. Now I have been given the excuse, that because they weren’t formally that I was occupying the property that there is no reason to grant refund. They did however change the rate of interest after notification. Be warned. Bank managers are no longer trusted people. They pretend to be helpful but will escape through every known loophole to earn the faceless men money. You can’t talk to the faceless men/women. They just send sheep in wolves clothing. I hope you can learn from my lack of experience and be better informed from my review. God bless all!
Thry make transfer and other general uses difficult coz I am jobless and don't use them for main banking. Simply I am not a cash cow for them. Worst ever, moving on to other banks. Bye Nab!! Show details
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Really NAB - "More than money' 'We steal from dead people' and 'Make it as difficult as possible for small business"