Let us know straight away by calling the Lost/stolen card number shown on the manage your card page– or through NAB Internet Banking, the NAB app or visiting a branch near you.
You may be responsible for unauthorised transactions made by any person that isn’t you before you’ve told us that the card has been lost or stolen, even where those transactions are processed after you’ve told us. This may include where you contribute to the loss by keeping your PIN or password in your wallet or you unreasonably delay telling us about the event. This is why it’s important to let us know quickly.
Your liability for unauthorised transactions will depend on the type of transaction that was made.
- If the transaction was made through an extra facility (for example, electronic banking or a transaction account linked to your card) - the additional terms and conditions that apply to that extra facility will set out whether or not you are responsible for the unauthorised transaction; or
- If the transaction was not made through an extra facility as explained above - your responsibility for unauthorised transactions will be limited to $150.
Once you tell us about a lost or stolen card, we’ll block that card. Keep in mind that you’ll continue to be responsible for any purchases you make.
If you believe your card is being used for unauthorised transactions, let us know straight away by calling us on the number shown at the bottom of this page, or by visiting a branch near you.
You can request that we place a block on the card by getting in touch with us, or in the NAB app or NAB Internet Banking. We may also decide to block your card. The consequences of us doing so are described in Section 10.
You can also dispute unauthorised transactions or any other transaction on your account that doesn’t seem right. Keep in mind, you will need to dispute some transactions directly with the merchant.
What transactions can you dispute?
Examples of transactions you can dispute with NAB
- If you see a transaction on your statement that you believe you did not make
- If you believe you were charged the incorrect amount for a transaction
- If a transaction appears incorrectly on your statement or more than once.
When you’ll need to deal directly with a merchant
- If you've made a transaction on your account but wish to stop the payment. This is because using your account is a direction to us to make the payment straight away, which we can’t change. If you want to reverse it, you’ll need to agree on this with the merchant.
- If you’ve authorised a recurring payment to be paid from your account, you’ll need to get the merchant to cancel future payments.
Let us know about disputed transactions straight away
You can visit NAB Internet Banking, the NAB app or a branch near you to do this. You can also call us on the number shown at the bottom of this page.
If your dispute is general (for example, you believe you were charged the incorrect amount for a transaction), as long as you tell us within 75 days after the transaction date on your receipt or statement, we’ll look into the disputed transactions on your behalf under the card scheme rules. After this and subject to our obligations under the ePayments Code, we might not be able to do so – and you could be responsible for the loss on any disputed transaction.
If your dispute is about an unauthorised transaction (for example, if you see a transaction on your statement that you believe you did not make), we’ll look into it in line with our obligations in the ePayments Code.
We may ask you a few questions or get some extra information from you to help with this (which may need to be in writing).
You won’t be responsible for transactions that you didn’t make where it’s clear that you didn’t contribute to the loss. However, you may be responsible if you did contribute to the loss – for example, if you share your PIN with a friend, or you unreasonably delay telling us about the unauthorised transaction.
If the transaction was made through an extra facility (for example, electronic banking or a transaction account linked to your card), the additional terms and conditions that apply to that extra facility will set out whether or not you are responsible for and how to resolve a disputed transaction. But it’s important that you tell us as soon as possible.
After you dispute a transaction
Once you dispute a transaction, we’ll either:
- credit the relevant amount back into your account if we find you’ve been incorrectly charged – and haven’t contributed to the loss (an example of where you may contribute to the loss is if you tell someone your PIN or password); or
- accept the merchant’s refusal to make the refund if this is allowed under the relevant card scheme rules.
We’ll action this quickly, but more complex cases can take longer. Either way, we’ll notify you of the outcome in writing.
While we’re looking into the transaction, you’re responsible for all other purchases made on your account.
On occasion, you may receive a refund or credit into your account from us or a merchant. For example, this could be for goods or services you’ve purchased and then returned or where you have successfully disputed a transaction. There may also be situations where we need to refund a fee or charge to you - for example where an error or adjustment has been made.
8.1 How we’ll refund your account
How we apply a refund is different to how we apply payments.
When you get a refund, we’ll apply it to your account to reduce your outstanding balance. A refund is not treated as a payment by you. This means you must still pay us the total minimum payment shown in your most recent statement by the due date, regardless of the value of any refund on your account. The only exception to this is where the refund is processed before the due date shown in your statement and reduces the outstanding balance on the due date below the total minimum payment - if this occurs, you must pay us the reduced outstanding balance on the due date.
8.2 What if your refund is equal to, or more than, your outstanding balance?
We’ll apply it to your account in full, so that you’ll have a zero or deposit balance. If you have a deposit balance, it will be applied to pay any amount charged to your account as soon as that amount is charged. We won’t pay interest on any deposit balance.
8.3 What if your refund is less than your outstanding balance?
How we apply it to your account will depend on the type of transaction, which we’ve outlined in the table below. This may mean that your refund isn’t applied against the specific transaction to which it relates.
Order of application Refund is of a purchase transaction Refund is of any other amount 1 Reduce purchase transactions that haven’t appeared on a statement Reduce monthly credit fees that appear on a statement 2 Reduce purchase transactions that have appeared on a statement Reduce purchase transactions that have appeared on a statement 3 Reduce monthly credit fees that appear on a statement Reduce purchase transactions that haven’t appeared on a statement 4 Reduce monthly credit fees that haven't appeared on a statement Reduce monthly credit fees that haven’t appeared on a statement 5 Reduce any other amount owing on your account Reduce any other amount owing on your account
You may reduce your credit limit at any time to an amount not less than the minimum credit limit applicable to the NAB StraightUp Card. You can decide to do so for any reason, including if you consider that your existing credit limit is no longer appropriate for your needs – or is more than you can manage without financial difficulty.
You can reduce your credit limit online in NAB Internet Banking or the NAB app, or by calling us on the number shown at the bottom of this page.
Keep in mind you’ll first need to pay us any amount that’s owing above the new limit you’ve asked for.
9.2 Increasing your credit limit
We’ll only ever increase your credit limit if you ask us to do so. We will consider your request and may, or may not, agree to your request. If we do not agree to your request, we will let you know in writing as soon as practicable after deciding this.
Increasing your credit limit means you can borrow more money from us, and there may be an increase to the monthly credit fee and your minimum monthly repayment. Before requesting an increase to your credit limit, you should consider whether you need an increase and whether you’ll be able to service the increased limit without financial difficulty. Keep in mind, we won’t agree to a credit limit more than the maximum credit limit applicable to the NAB StraightUp Card.
The maximum and minimum credit limits applicable to the NAB StraightUp Card are available on nab.com.au and are also set out in your offer details (which are current as at the date specified in your offer details).
9.3 When we might reduce your credit limit without your permission
There are some cases where we might reduce your credit limit without your permission - including:
- if you’ve defaulted on our agreement; or
- where we have good reason to believe that your existing credit limit is more than you can manage without financial difficulty;
- where your account is inactive; or
- to manage a risk, including to prevent a potential fraud or scam..
Where we reduce your credit limit to avoid or reduce material losses, or manage a risk, including a material and immediate risk (which may include the circumstances described in paragraphs 1, 2 and 4 above), we may not give you notice (or we may give you less than 30 days’ notice). We won't reduce your credit limit to an amount that is less than your outstanding balance.
Where we do not give you notice in advance, we will let you know in writing as soon as practicable after doing this (unless you are in default under our agreement). In other circumstances, we will give you 30 days’ notice in writing.
Once we have reduced your credit limit, we may decline any transactions that would cause your outstanding balance to go back over the new limit. You’re welcome to close your account if you’re not happy with the reduced credit limit. See Section 11.
We will block the use of your card:
a. if you tell us that your card is lost or stolen, in the way described in Section 6 ; or
We may also block the use of your card or your account:
c. if you’re in default under this agreement; or
d. if you’re in default under any other credit agreement you have with us and it is necessary for us to block the use of a card or your account to protect our legitimate interest; or
e. to protect you, or us, or any other person from potentially fraudulent activity or a scam, or other losses; or
f. to prevent an anticipated breach of the law of Australia or of any other country; or
g. to manage any risk; or
h. where the additional terms and conditions allow.
It may not be possible for us to detect and prevent all transactions referred to in (e) and (f) above. We may take any action or actions under this section for as long as is reasonably required to protect NAB’s legitimate business interests and to manage any risk.
If we place a block on:
i. your card, you won’t be able to use your card to transact on your account until the block is removed. Sometimes we may only block you from making certain types of transactions for the reasons in (c) to (h) above; and
j. your account, you won’t be able to use your card to transact on your account until the block is removed.
In any of these cases, any transaction made before we block your card or account will still be charged to your account – even if it’s processed and added to your account after.
We’ll let you know as soon as practicable after we have placed a block on your card or account (and if appropriate we will give you a general reason for doing so). We’ll be reasonable when we decide to block your card or account. We will not be responsible for any loss or damage that you may suffer, unless we’ve acted with fraud, negligence or misconduct.
10.2 Recurring payments
If you have recurring payments, you’ll need to talk to the merchant to suspend or stop them. Depending on how the merchant charges your account, these transactions may still be processed – and you’ll still need to pay any amounts charged to your account. You might also be charged a fee by the merchant if they attempt to process a recurring payment and it isn’t successful. To avoid this, you should contact the merchant directly.
You can close your account (and cancel your card) at any time by:
a. calling us on the number shown at the bottom of this page, by contacting us on NAB Internet Banking or by visiting us at any NAB Branch; and
b. paying the whole of the outstanding balance of your account (including any applicable fees and charges) or, if you have a deposit balance, requesting that those amounts be paid to you.
Similarly, we may close your account (and cancel your card) at any time without notice:
c. if you’re in default under this agreement; or
d. if you’re in default under any other credit agreement you have with us and it is necessary for us to close your account to protect our legitimate interest; or
e. to protect you, or us, from potentially fraudulent activity or a scam or other losses; or
f. to prevent an anticipated breach of the law of Australia or another country; or
g. to manage any risk, including our regulatory risk; or
h. if your account has a deposit balance for a reasonable period; or
i. where the additional terms and conditions allow.
We will let you know as soon as practicable after we have done this (and if appropriate we will give you a general reason for doing so).
We may also do this for another reason reasonably necessary to protect our legitimate interests (for example, if your account is inactive) and provide you with 30 days’ notice.
11.2 After your account is closed
Your card will be cancelled and can’t be used after your account is closed. You’ll need to destroy your card (for example, by cutting the card and the chip diagonally in half), while taking reasonable steps to prevent the card number and expiry date of your card from being used.
If you have recurring payments, you’ll need to talk to the merchant to suspend or stop them. Depending on how the merchant charges your account, these transactions may still be processed after your account is closed – and you’ll still need to pay any amounts charged to your account (including the monthly credit fee). You might also be charged a fee by the merchant if they attempt to process a recurring payment and it isn’t successful. To avoid this, you should contact the merchant directly.
If you have a deposit balance on your final statement of account, you can ask us to transfer this to a nominated bank account for you. We will take reasonable steps to do this (unless we reasonably believe that we are unable to because of our regulatory or other legal obligations, for example, to comply with a court order). Alternatively, where the relevant statutory requirements have been met, we may transfer the balance to the Commonwealth Government as unclaimed money.
Our agreement will continue after your account is closed until you pay us the outstanding balance (plus any applicable monthly fee or transactions which you have incurred but which are not yet charged to your account) in full or, if you have a deposit balance, until those amounts are paid to you (unless we can’t for the reasons given above).
If you are experiencing financial difficulty and think you may not be able to make repayments, we can help. We encourage you to contact us as soon as possible. We will discuss your situation and the options available to help you. The sooner you contact us, the sooner we can try to help.
You’re in default if:
a. you don’t make the payments required under this agreement on time; or
b. you don’t follow the requirements of this agreement and it has a material impact on our legitimate interests; or
c. any information you give to us in applying for or maintaining your account is false or misleading and it has a material impact on our legitimate interests; or
d. you become bankrupt or insolvent – or have a receiver or bankruptcy trustee appointed over you or any of your assets; or
e. you transfer your assets to a creditor.
What happens if you are in default
We know sometimes circumstances change, and we will try and help you manage this. However, if we can’t agree, then we’ll send you a notice asking you to fix the default, unless we’re not required to do so by consumer credit law (for example, if we’ve made reasonable attempts to find you, but haven’t been able to).
Where we give you a notice, we’ll specify a period for you to fix the default. This period will be at least 31 days from the date of the notice.
The notice will specify how you may fix the default.
You should read the notice carefully and follow the instructions in the notice.
What we may do if a default isn’t fixed
If you’re in default and:
a. you don’t fix the default within the period specified in the notice, or
b. consumer credit law doesn’t require us to wait until that period has expired; or
c. we don’t have to give you notice,
then we may decide to do either (or both) of the following:
d. ask that you immediately pay to us the outstanding balance of your account (including any applicable fees and charges) and destroy your card; or
e. take legal action to recover any overdue amounts.
If you’re in default, you’ll also need to pay us any expenses reasonably incurred or expended by us to enforce this agreement – including any expenses reasonably incurred through our staff and facilities.
We may change any of the terms of our agreement without creating a new agreement. We’ll tell you about these changes by communicating with you as described in Section 5, except in some scenarios where we may not be required to notify you. The table below outlines the different types of changes we may make and tells you if you will be notified and when.
You’re free to close your account if you’re not happy with any changes we make. You can do this by following the procedure in Section 11.
Type of changes to the terms of agreement Type of change When you'll be notified Changes to repayments (amount or frequency or time for payment of, or a change in method of calculation of, minimum payments), except reducing your repayment At least 20 days before the change takes effect Change that reduces your credit limit At least 30 days before the change takes effect, unless we are allowed to provide less notice or no notice (in which case, we will let you know as soon as practicable after reducing the credit limit unless you are in default under our agreement) Introducing a new fee or charge, or increasing an existing fee or charge, or changes to the frequency or time for payment of a fee or charge At least 30 days before the change takes effect Change any other term of this agreement At least 30 days before the change takes effect Change to manage a material and immediate risk if it’s reasonable for us to do so; or there is a new or changed government charge in connection with this agreement If we do need to notify you, we may give you a shorter notice period than the period described elsewhere in this table (for example, reasonably promptly after the government notifies us of the new or changed government charge) If we reduce your obligations (with the exception of reducing your credit limit, which is described above). For example, if we extend the time to make a repayment or minimum repayment If we do need to notify you, we will do this before or when your next statement is sent after the change takes effect
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