NAB Qantas Gold Account - Amex Deactivation Mail Out

Frequently Asked Questions

Why have I been sent this letter and what is it about?

Due to the feedback received from our customers, staff, and concerns over the conversion process from ASIC* the financial services regulator, all customers converted from the NAB Gold Rewards card to the NAB Qantas Gold card between February – May 2009 have been sent a letter regarding a change to their NAB Qantas Gold American Express card.

Why is the letter asking whether I would like to keep or disable my NAB Qantas Gold American Express card?

When you were converted to the NAB Qantas Gold Card account, you were not given an opportunity to decide whether you would like the NAB Qantas Gold American Express card feature on your account. We are now giving you the choice to decide whether you would like to keep or disable this card

What are the concerns that ASIC has raised?

ASIC was concerned because you were not asked if you wanted the NAB Qantas Gold American Express card before we sent it to you, and we did not obtain your permission in writing before sending it to you.

How do I get more information on ASIC?

You can visit ASIC’s consumer website: www.fido.gov.au

What has NAB done about concerns over the NAB Qantas Gold American Express card?

NAB has acknowledged the concerns over the way the NAB Qantas Gold American Express card has been distributed to NAB Qantas Gold card customers, and has constructively responded by sending letters to all customers affected.

I have not used my NAB Qantas Gold American Express card yet, what do I need to do keep my card?

You will need to sign the attached section of your letter and send it back in the reply paid envelope provided.

I have not used my NAB Qantas Gold American Express card and do not wish to keep it. What do I need to do?

If you no longer wish to have the NAB Qantas Gold American Express card on your account, you do not have to do anything. The card will be disabled on your behalf at the date shown on the letter.

I have been using my NAB Qantas Gold American Express card and would like to keep it open, what do I need to do?

If you have already been using your NAB Qantas Gold American Express card, you do not need to do anything.

I have been using my NAB Qantas Gold American Express card but I no longer want it anymore. What do I need to do?

If you wish to disable your card, you can either sign the attached section of your letter and send it back in the reply paid envelope, or notify us over the phone.

Can I ring up to deactivate my card now?

Yes, you can call the Specialised team on 1300 021 460 to disable your card.

I am the Primary card holder on my account. Can I disable my NAB Qantas Gold American Express Card without disabling the Secondary card holders NAB Qantas Gold American Express?

No. Once a Primary card holder disables their NAB Qantas Gold American Express card, the secondary card holders NAB Qantas Gold American Express card will automatically be disabled.

Will I be re-issued with a NAB Qantas Gold American Express card when my MasterCard/VISA card expires?

Once you have disabled the NAB Qantas Gold American Express card feature on your NAB Qantas Gold card account, you will not be issued another card unless you request one. Your MasterCard/ VISA card will not change this.

Will disabling my NAB Qantas Gold American Express card change my MasterCard/ Visa card?

No. Disabling your NAB Qantas Gold American Express card will not affect the use of your MasterCard / Visa card.

Will disabling my NAB Qantas Gold American Express card change the interest rate on my NAB Qantas Gold Card account?

No. Disabling your NAB Qantas Gold American Express card will not change the interest rate on your NAB Qantas Gold card account.

Will disabling my NAB Qantas Gold American Express card change the annual fee on my NAB Qantas Gold Card account?

No. Disabling it will not change the annual fee as this is charged on your NAB Qantas Gold card account.

Will I be able to re-activate my card again at a later stage?

Yes, you can re-activate your card again at any time in the future.

What do I need to do to re-activate my NAB Qantas Gold American Express card after 18 January 2010?

If you wish to re-activate your NAB Qantas Gold American Express card, will need to call the Contact Centre on 132265 for a specialised cards team who will be able to process your request.

Why did NAB issue me with two cards in the first place?

The NAB Qantas Gold card account comes with two cards. The NAB Qantas Gold American Express Card is for earning maximum points and the NAB Qantas Gold MasterCard/ Visa card is for added world wide acceptance.

I have two NAB Qantas Gold Card accounts, which card does this letter relate to?

A letter will be issued to each affected NAB Qantas Gold Card account. The card number affected will be located at the bottom of the letter.

What if I want to disable my NAB Qantas Gold American Express card but the date on the letter has already expired?

You can call the Contact Centre on 132265 for a specialised cards team who will be able to process your request.

I have my savings account linked to my credit cards. If I disable my NAB Qantas Gold American Express card, will I still have access to my savings account?

If you disable the card, you will still have access to your savings account through your Visa card or MasterCard.

If I disable my NAB Qantas Gold American Express card, how will this affect my Qantas Frequent Flyer points.

If you disable your NAB Qantas Gold American Express card, you will still be able to earn Qantas Frequently Flyer (QFF) points using your Visa or MasterCard.  QFF earning rates can be found in the customer’s Rewards Terms and Conditions guide for this account.