Credit card assistance

Reporting lost or stolen cards

If your card has been lost or stolen, call us as soon as you can on 1800 033 103 (within Australia) or +61 3 8641 9121 (from overseas) 24 hours, 7 days a week. (Calls from mobile phones are charged at applicable mobile phone rates.)

Reporting unauthorised or unknown transactions

To report a transaction on your credit card that you didn't authorise, or don't know about, you can contact us:

• through NAB Internet Banking by opening the Mailbox menu, selecting Create secure message and selecting the subject "Electronic transaction dispute"
• by phoning 13 22 65 from 7am-9pm Mon-Fri, or 8am-6pm on weekends (AEST/AEDT)
  or from overseas, please call +61 3 8641 9121
  or Platinum cardholders call 1300 730 213 24 hours, 7 days
  
• in person at any NAB branch
• by downloading the credit card purchases disputed transaction advice form (PDF, 261KB) and faxing it to (03) 9208 5666, or posting it to:
  
  Credit Card Dispute Team
  GPO Box 2965DD
  Melbourne VIC 3001

Querying credit and debit card transactions you don't recognise

With millions of credit and debit card transactions made each day, occasionally things don’t go as planned. For example, you may not recognise a transaction or you may feel a transaction is incorrect.

This could be because:

• one transaction was charged twice;
• the wrong amount was debited or credited; or
• you were charged for an item you bought online or over the phone but didn't receive.

• read more

Purchase authorisations

It can take a few days for a credit card purchase to process. Until it has processed, we don't have full details of the transaction. While we're processing a purchase it will appear as a "purchase authorisation" in your NAB Internet Banking or NAB Telephone Banking transaction history.

When the purchase has processed it will appear as normal, with the store or merchant's name and the correct description and amount.

A purchase authorisation shows the amount of money that we're holding for the transaction. It reduces your available funds by that amount, too. We'll hold the funds for up to five business days.

Merchants might take longer than five days to process a transaction.

Replacing a damaged credit card

If your credit card is damaged you can order a replacement card:

• through NAB Internet Banking by opening the Mailbox menu and selecting Create secure message
• by calling us on 13 22 65 from 7am-9pm Mon-Fri, or 8am-6pm on weekends (AEST/AEDT) (Platinum cardholders, please call 1300 730 213 24 hours, 7 days)
• at any NAB branch.

Your replacement card should be delivered within 5-7 days.

When your credit card expires

Your credit card expires on the last day of the month shown on the front of your card. We'll post you a new card one month before this date.

Your new credit card will have the same PIN as your old card, and an updated expiry date. Your credit card number doesn't change.

If you have direct debits set up from your card, you'll need to let the merchant(s) know your new card's expiry date.

If you haven't received your replacement card, let us know by contacting us:

• through NAB Internet Banking by opening the Mailbox menu and selecting Create secure message
• by calling us on 13 22 65 from 7am-9pm Mon-Fri, or 8am-6pm on weekends (AEST/AEDT) (Platinum cardholders, please call 1300 730 213 24 hours, 7 days)
• at any NAB branch.

Forgotten your PIN?

If you can't remember your four-digit PIN (personal identification number) or you've been locked out of your account by entering your PIN incorrectly three times, you can get a new one sent to you:

• by calling us on 13 22 65 from 7am-9pm Mon-Fri, or 8am-6pm on weekends (AEST/AEDT) (Platinum cardholders, please call 1300 730 213 24 hours, 7 days)
• at any NAB branch.