Help with your credit card and personal loan payments

We can help if you’re having difficulty keeping up with your payments. The type of help we offer will depend on your circumstances, as described below. It’s important that you get in touch as soon as you can, so that we can quickly find the best option for you.

You can call us on NAB Assist on 1300683106 between Mon-Fri 8am - 8pm (AEST/ADST), Sat 9am - 1pm (AEST/ADST).

Talk to a financial counsellor

If you're feeling overwhelmed with financial decisions, a financial counsellor can help you put a plan in place. Financial counsellors are qualified professionals who provide free, independent, and confidential information and advice to people in financial difficulty. Visit the http://www.ndh.org.au/, opens in new window or call 1800 007 007. The helpline is open Monday to Friday from 9:30am to 4:30pm (AEST/AEDT).

What happens if you miss a payment

Please contact us as soon as you know that you can’t make a payment, or if you’re having financial difficulties. We may also reach out to you if we see signs that you’re beginning to struggle. The earlier you speak with us, the more options you may have. If you miss a payment, we’ll remind you by SMS, email, letter or phone. If the missed payment is just an oversight, you can pay the overdue amount and you’ll be back on track. If not, please contact us so we can discuss options that might help.

Options that may be available to you

We can work with you to see if any of the options below suit your circumstances. When you contact us, we may ask you for detailed information about your current financial situation.

Payment arrangement or payment break

Reduced payment arrangement

If you can’t make your full or minimum monthly repayment, it’s best to keep making smaller payments if possible. We may discuss the option of a reduced payment arrangement on your credit card or personal loan. Typically, this arrangement will be for one to three months. When we speak, we’ll discuss more details about what this arrangement means for you.

It’s in your best interest to keep up payments even at lower amounts, because it reduces your debt in the long run. Contact us so we can work together to find a payment arrangement that may be right for you.  

Temporary payment break

If you can’t make a repayment for a few months, we may discuss a temporary payment break for you. Usually a payment break will be for one or two months. When you call, we’ll ask you about your financial circumstances so that we can try to work out a plan together to resume repayments. We’ll also discuss how a payment break will affect your situation.

What you need to know about a payment arrangement or break

Amounts in arrears and interest will continue to grow while you take a payment break or have a payment arrangement in place, so these options might not be suitable for you.

While you’re receiving a break from payments or a payment arrangement on a credit card, you won’t be able to use that card. Also, it may mean that you won’t be able to make an online redraw if you also have a NAB home loan, however you may be able to redraw if you contact us directly and it’s appropriate for your situation.

Consolidating your debts

If you have credit cards or personal loans with NAB, we can discuss the option of consolidating your debt to make it more manageable. If this suits your situation, you’ll need to undergo a full credit assessment and complete a loan application. This allows us to carry out checks to ensure the consolidation is suitable for your needs and that you meet our lending criteria. Learn more about debt consolidation.

What happens if we haven’t found a solution or heard from you

If you fall behind in your payments and we cannot contact you, or if we can’t find a solution that works for both you and NAB, steps may be taken to recover the debt. This is a last resort. Learn more about the debt collection process for personal loans and credit cards.

If you are not happy with the support being provided you can provide feedback or make a complaint to the Australian Financial Complaints Authority.

Having trouble making your repayments?

Complete an assistance request and we'll get in touch.

Common questions about your credit report

  • No. You can talk to us about difficulties with your credit card or personal loan repayments any time, and this won’t be recorded in your credit history or credit score.

  • Your credit file is updated each month to reflect your repayment history information. This shows your repayment history on your credit card or personal loan and can be used by credit providers to assess any loan applications you make in the future. We provide this information on a monthly basis to the credit reporting bodies we work with Equifax Australia Information Services and Solutions Pty Limited , Experian Australia and illion.

  • If you’re having a temporary payment arrangement or payment break, we won’t report any repayment history information to credit reporting authorities while the arrangement is in place.

  • When the payment arrangement or break from payments ends, we’ll resume reporting your repayment history information, including any payments that you’ve missed and haven’t caught up.

  • If your credit card or personal loan is in default you may receive notices which advise you that we intend to report the default to the credit reporting bodies we deal with.  We’ll let you know once the default has been reported.  This default information may be used by credit providers to assess any loan applications you make in the future.

  • You can check your credit file with the credit reporting bodies we work with:

    For more information about credit reporting, visit the Australian Government’s Credit Smart, opens in new window website.

Important information