NAB (National Australia Bank) Online

Very disappointing customer service On 13 July, I lodged two disputes over the phone with the bank. Despite this, I have still not received any response or update regarding either dispute. As I have received no communication or resolution, I have now had to lodge the same disputes again through the banking app. This has been one of the worst… Read more

customer service experiences I have had with any bank in Australia. The lack of communication and follow-up is extremely disappointing and has seriously damaged my trust in the bank.

I am now seriously considering closing all of my accounts with them and moving to another bank that values its customers and provides timely support. The new dispute reference numbers are:

● PDR-1897039 ● PDR-1897041

NAB is no longer competitive, lacks professional support staff and just cannot compete with other banks. Not only am I being charged exorbitant home loan rates, excessive annual fees and continuously am being charged international fees goes to show how they have lost a lot of their edge. I am looking to change my home loan and advise you seek… Read more

other banks if you want better support as the online platform did not provide proper support channels with their "virtual assistant".

No Stars, pathetic money grabbing scumbags, most vile filthy I have ever come across. Do NOT bank here, they are thieves and liars! Pay my rent on card same place every time and bank blocked card as fraudulent! They are the fraud got SMS was this… Read more

you? I wrote Y back card still blocked. Went into town in a cab ran into a shop pick up smokes like every other week and card blocked. Rang scum NAB to open card 40 minutes later screaming at the humanoid and complaining about the cab out front waiting and I said to that germ, you broke into my account blocked me and now dictate how I spend my money and the worth of that spend! Cannot say as I did on phone. But let's say it shifted to fighting words! Told that germ maggot I'll have a look see find out where call centre/centres are and we could talk about it face to face if he would like. I would like that very much. I address this"bank" as the BEAST and it's cashless society number is 666.

P's there online accounts and statements do not match factual time/dates and are incomplete period. And may God help you if you need printed STATEMENTS as you will NEVER get what you require even if a statement is a legal document and required for taxation etc, shows who is really running this country! Government borrow from bank not the other way around.

NAB used to be great.. been with them for decades, but is now unusable, I've had numerous problems their app and other banking products, which used to be good, .. basically, you have a problem, ring them, they tell you to use the app, you can't use… Read more

the app because their tech team have made it unusable and you cant get in... then you wait and wait to talk to a real person, the real person tries to help... full marks to the individual... but they usually don't have access to do anything... you raise a complaint or 2.. no-one ever gets back to you .. I wouldn't rely on NAB products if I was travelling overseas... these are just my personal experiences. now having to move my banking because they are to unreliable. which is a pain.. pity used to be a great bank..

CUSTOMER DUE DILIGENCE. I received an email on 30/10/25 from NAB asking me to verify my details, including "supporting information relating to funds and wealth". I was only given 4 business days to complete this which was rude enough. The next day I… Read more

visited my local branch with everything in hand. I could tell straight away the NAB employee had no idea what to do so she rang NAB and I was put on the phone. I was told "most people" just call NAB to do this. I said how can I show supporting documents over the phone? Seems they weren't interested to see them even though it was specified in their email. After a few identity KYC questions, it turned into a "what is the purpose of you using our bank?" interrogation and I realised I had been played all along. I said I'm not answering that question as it wasn't stated in their email and wasn't legally required. Then it proceeded to "why am I taking cash out of the bank on a regular basis?". That's when I knew what was going on. I said I prefer to pay for things in cash and that is my right. I could tell she was unhappy. Later that day, I proceeded to open a new bank account (not the big 4 banks) and move my investments out of NAB. Playing games with me, just because NAB doesn't like me withdrawing my income at ATM is reason enough to ditch any bank. Remember: It's MY money! ADVICE: Ditch ANZ, NAB, CBA, Westpac & Bendigo banks. They are too big for their boots. NAB REF: 54889922

I have to congratulate NAB for safe guarding my interests.. i was doing a bank transfer. And my app and online banking was frozen. Security staff contacted me to check that i was not being scammed. after i contacted them. Although it took a long time to fix. I really did not mind because NAB was looking after my money. THANKS to all NAB staff.

I left NAB years ago because of bad customer service. Last week I reuse them again and found their customer service improved a lot. Their app also has been revitalised and more user-friendly. I chatted to couple staff from their inapp messaging. Now I redirect my salary as well as my car insurance to NAB. Much better than my Community Bank and… Read more

those 2 military banks. One of them couldnt even spell my surname correctly on the Devit card. Keep up the good work NAB

I joined NAB after seeing a good credit card deal with Velocity points. The whole process was quick and smooth, I love the app and how easy it is to use. When I visited the local branch, I got service immediately and it was great. After a few months I decided to change my whole banking to NAB and I've been very happy. All I could hope is slightly higher interest rate for savings account, but otherwise it has been perfect! Show details

Need to book a flight while over the seas with my points and the store was shut down for 2 days. No online tech support or a way of calling form the Phillipines.

Dealing with my dad’s estate has been one of the most absurd bureaucratic experiences I’ve ever had. What makes it so ridiculous is the inconsistency. The bank was perfectly happy to accept documentation that allowed me to arrange my own father’s cremation. Let that sink in for a second. They accepted the documents necessary for his funeral… Read more

arrangements and cremation without requiring me to physically come into a branch and prove my identity.

They accepted the death certificate. They accepted documentation establishing that I was his next of kin. They accepted the paperwork relating to his funeral. They accepted everything required to deal with the estate.

Apparently, I was trustworthy enough to provide documentation that resulted in my father being cremated.

But when it came to releasing the small amount of money remaining in his account, suddenly:

“Hang on… we need you to come into a branch and prove you’re actually you.”

So, just to clarify: you were comfortable accepting documents that allowed me to arrange the cremation of a deceased person, but you weren’t comfortable releasing his remaining funds without another identity check?

I completely understand security requirements. Of course, banks need to protect customers’ money. But surely identity verification should happen before accepting and acting upon estate documentation, not after the bank has already accepted everything and the funeral has been arranged.

The whole thing gives the impression that the moment the bank has to actually release money, the security requirements suddenly become significantly more complicated.

It honestly feels like the bank is saying:

“Your father is definitely deceased. You’re definitely dealing with his estate. We accept all your documentation. You can arrange his cremation. Everything checks out.

…but that $X? Absolutely not. We need to know who you are.”

The irony would be funny if it weren’t happening while dealing with the death of a parent.

I don’t object to reasonable security checks. I object to being told everything has been accepted, only to discover at the very end that there was another major requirement that could have been communicated from the beginning.

Apparently, cremating your father is easier to get approval for than getting the last bit of his money out of the bank.

You couldn’t write this shit.

So I receive an email today that they have disabled my internet banking. After waiting 1 hr 28 min on the phone, then discussing and waiting a further 15 mins I was told they can't provide a reason why this happened and that I had to go into a bank to get it sorted. I asked to speak to a manager, who refused to speak with me. Wow, how's that for… Read more

customer service. Wth .. its an online stuff up by them, not me, so you fix it. I do not have time to go into a branch, wherever that might be. So now I have just decided to close my 4 accounts, with lots of savings $$$ and go to another bank.

If we could rate them a negative amount of stars, we would. Not only have they failed horribly to assist with a matter that would have been ever so simply, they have managed to drag it out taking weeks and are ignoring emails, questions and phone calls. The phone call we did receive was to tell us we emailed 'too much'. How absolutely appalling?… Read more

Formal complaints have been made with AFCA and I would recommend everyone to go through a different bank. Shocking how this is possible to happen..

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.

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.

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

I had a NAB credit card and during an audit last year they found that they have shortchanged me on my points. It was promised that the point would be credited. Today is 18 May. After countless back and forth by email to the mediation team, the points didn’t not appear in my frequent flyer account. Despite them promising so after six months. Tried… Read more

messaging and was promised someone would call to resolved. Again nothing. No apology nothing done about a customer who by now would be clearly unhappy. This says everything. I wanted to cancel the credit card and was told that I won’t get the remaining fees back as it was a condition for me signing up. This was said to me event when they are aware that they have failed to fulfill their part of the deal in terms of their points. It just shows how bad the culture of the.bank has to be.

I recently dealt with Eun-Joung(Ivy) part of the Small Business department regarding a business credit card application, and the overall experience was frustrating and unnecessarily time-consuming. I have been banking with NAB for all my banking needs for many years so, I have a very good history with them. I had already attempted to complete the… Read more

application online three times prior to speaking with her and was clearly advised that only to reply to her email with my latest BAS would be required. Following our conversation, I was then asked to provide additional financial documentation that had not been disclosed upfront, and was required to complete the entire application again. Even though I had also provided the information over the phone as well to one of the business bankers for the application to be processed. This inconsistency and lack of clear guidance resulted in repeated effort, wasted time, and a process that felt far more complicated than it needed to be. For a small business owner, time is critical, and this experience did not reflect an efficient or customer-focused approach. There appears to be a disconnect between what is communicated initially and what is actually required to progress an application. Greater transparency and accuracy at the outset would significantly improve the experience. Based on this experience, I would consider alternative banking options that offer a more streamlined and straightforward process.

You couldn't find a worse interface or online experience if you tried. Absolutely hopeless algorithm interface. After more than an hour of frustrating ineptitude, I still did not get to speak to a human being...and gave up (I guess this is ultimate NAB's goal), I can only empathise with all those who have gone before me, and have eventually given up. Show details

I applied for a NAB Qantas Rewards Signature Card and ended up cancelling the application. It was over a month of frustrating emails and phone calls requesting information I had already provided. My finances are in good stead (home owner, no mortgage) and I apply for a new credit card every few years for the purpose of accruing Qantas points. So… Read more

unprofessional and the customer service is so poor I had to double check I wasn’t being scammed. I’ve now gone to AMEX and approved within the same week. Truly shockingly bad customer service and systems.

Poor rates and poor customer service. NAB provided a home loan for my unit ( - I was with them for about 3-4 years. My home loan was obtained before the interest rate hike, so I was on fixed rate for 2 years on a nice rate, no issues. Following this, going to variable, NAB would adjust my rate slightly and tell me something like "we've adjusted… Read more

your rate in line with RBA", but it never reflected the RBA reductions. It was always a smaller percentage of what they really should be passing to customers. I tried to call them several times to discuss my interest rate, but as many others in these reviews say, i was on hold for long periods each time just waiting to speak to a PERSON, i tried the call back option and they never called. I put my broker onto them, and they did actually speak to someone - my interest rate was 7.51% at a time others were getting under 6%, some under 5%. NAB provided a rate to my broker at 7.21% and said this was a competitive rate and can't do any better. This was all lies. I finally heard from NAB directly - on the day i was refinancing - wow! A NAB manager called me and asked me why i was leaving. She was very professional about what had happened, but I told her my rate over the phone (she hadnt even looked it up before the phone call), and she said "wow" - now thats coming from someone AT THE BANK! her words - she said the rate was 'not very good' and said she would come back to me by end of the day with a better rate. I never heard them again. Theyve just lost another customer here through greed. Not that im a big fish, but this was a really disappointing experience - they don't look after their customers - they don't care. I will never use or recommend NAB to anyone.

I recently applied for the NAB Qantas Rewards Signature Card and was surprised to have my application declined despite having a strong financial profile. My Equifax credit score is excellent, I have no active credit cards, and my only liability is a small car loan with around $700 remaining, which has been paid consistently on time without any… Read more

missed repayments. My annual income is also well above $150k, so meeting repayment requirements is not an issue.

Given these factors, the decision does not seem to align with NAB’s stated lending criteria, which raises concerns about how thoroughly applications are actually assessed.

The process itself was also frustrating. I was contacted multiple times by different representatives over several days and asked to provide the same documents repeatedly. This gave the impression of poor internal coordination and made the overall experience feel disorganised.

Overall, the lack of transparency around the decision and the inefficiency in handling the application make this a disappointing experience.

I’ve had a very disappointing experience with NAB overall, and I wouldn’t recommend them based on my recent interactions. In my experience, the customer service has been frustrating — long wait times, unclear communication, and at times a dismissive attitude that made resolving issues more difficult than it should be. My dealings with their fraud… Read more

and scam support team were particularly challenging. What I expected to be a straightforward process turned into a prolonged and stressful experience, with limited communication and slow resolution. I also found their interest rates to be uncompetitive compared to other options currently available. Overall, what stood out most was the amount of effort required on my side to resolve relatively simple matters. Banking should feel smooth and reliable, but this wasn’t my experience here. Based on this, I wouldn’t recommend NAB to others.