Things to know about disputing a transaction

If you see a transaction that looks wrong or unfamiliar, there are few things you can do before you lodge a transaction dispute.

  • Check the transaction wasn’t made by another cardholder on the account.
  • Search online to see if the unrecognised name is linked to a business you bought from.
  • Check that it’s not a purchase form a few days ago. There can be delays between payment and the transaction appearing.
  • Contact the merchant directly to try and resolve the issue with the transaction.  This is often the fastest way to resolve a transaction dispute.

Fraudulent activity on your card

 If you think your security has been compromised and you’ve been the victim of a fraud, call us within Australia on 13 22 65 and quote ‘fraud assist’. If you’re overseas call +61 3 8641 9121.

Steps to submit a transaction dispute

NAB app

Instructions for mobile devices

  1. Log into the NAB app on your device.

  2. Tap an account to view transactions.

  3. Tap the eligible transaction you want to query.

  4. View more details about the merchant like their website and location to help recognise the transaction.

  5. If you or any secondary card holders don’t recognise the transaction, tap Something not right?

  6. Tap Dispute this transaction to start a dispute.

  7. Tap Get started and follow the prompts to lodge a dispute.

NAB Internet Banking

Instructions for web browsers

  1. Log into NAB Internet Banking with your 8 to 10-digit NAB ID and password.

  2. Select an account to view transactions.

  3. Select the eligible transaction you want to query.

  4. View more details about the merchant, like their website and location, to help recognise the transaction.

  5. If you or any secondary card holders don’t recognise the transaction, select Dispute this transaction.

  6. Select Get started and follow the prompts to lodge a dispute.

Don’t have the NAB app?

Download the app today for a more convenient banking experience.

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NAB Internet Banking and NAB app

These products are issued by National Australia Bank Limited.

NAB recommends you consider the  NAB Internet Banking terms and conditions document, before making any decisions regarding this product.

The NAB Mobile Banking app is compatible with Android and iOS, minimum platform requirements apply. Android is a trademark of Google LLC. The Google Logo is a registered trademark of Google Inc. iOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license.