Mortgage Centre FAQs
Why are you changing the way you receive requests?
By providing the customer consent upfront, we are able to process the request when it is received, rather than waiting to receive the customer consent before commencing work on releasing the security. We must have the customer’s consent to action the request.
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How do I book in a Settlement time?
The Discharges and Settlements Booking Line will still provide the function of booking settlements for both purchase and discharge settlements. They can be contacted on 1300 552 688.
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How will you acknowledge you have received my fax?
A return fax will be sent to the nominated party indicated in Section Three of the Discharge Letter of Authority (Discharge LOI) within 2 working days of receipt of a fully complete Discharge LOI. This fax will also advise the settlement booking number to quote when booking the settlement time.
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How will I know if the form is incomplete?
A fax will be sent detailing the section/s that are missing information. Until the form is fully complete we will be unable to action the request. A fully complete form must be submitted before we are able to complete the request for a discharge.
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I don’t have a fax. How can I submit the form?
Forms can be mailed in to the address detailed on the Discharge LOI:
PO Box 14590, Melbourne City MC, Victoria 8001.
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Customer: I haven’t received any confirmation. What is happening with my request?
If you submitted your request over 48 hours ago and have not received a response check with your legal representative or the bank you are refinancing to if they have received confirmation. If the Discharge LOI was submitted on a Friday or the weekend, you may not receive a response until Tuesday. You can call the Discharges and Settlement Booking Line on 1300 552 688 to confirm your request has been received. Please note, due to privacy reasons if you are not the customer who made the request, we will be unable to confirm whether the request has been received.
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Legal Representative/Other Bank: I haven’t received any confirmation…what is happening with my customers’ request?
There may have been an error on the Discharge LOI which has been returned to you or the customer to complete. If the request was submitted more than 2 working days ago and you have checked that our mutual customer has not received an advice asking for additional information, you can call the Discharges and Settlements Booking Line on 1300 552 688 to confirm the request has been received. Please note that due to privacy reasons, if you are not the customer nominated legal representative or other bank we will be unable to confirm whether the request has been received.
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I received a fax to say that my LOI was incomplete and it said section 3, but section three looks complete to me, I don’t see what is incorrect
Frequently customers forget to tell us the phone and fax numbers of their acting agents. These are important as we may need to contact the acting agent and fax urgent or important information.
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The solicitor / refinance agent has changed, what do we do now?
You will need to complete a new Discharge Authority LOI. However, you will only need to complete sections 1, 3 and 5. Please tick the box at the top of the form to show that this is a change to existing instructions. Fax the form to our Discharge LOI Receipt Team and they will match it with your original request and we will update our systems to reflect the change.
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How do I fill in the Discharge Authority?
There is help guide on the back page of LOI. You may wish to speak with your banker for additional assistance.
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I don’t know which property secures what lending, how do I find out?
Your loan contract will specify this, alternatively, if you do not know where your loan contract is, you may wish to contact your banker for assistance.
