What we’re doing

We’re working hard to fix mistakes we’ve made and provide customers with refunds when things have gone wrong. You may hear this process described as ‘customer-related remediation’.

How will I know if I’m owed a refund?

We’ll contact you if any issues are identified with your current or closed NAB accounts. We may contact you by mail, email, SMS or phone.

What information will I need to provide?

If we can pay the amount to an eligible NAB account in your name, then you don’t need to provide us with any information.

If the impacted NAB account is closed, we’ll ask you to provide details of another Australian bank account that we can pay your refund into. If you call us to provide this information, we may ask you to confirm or provide some personal details such as your full name, residential address, email and phone number.

We won’t ask you to provide your credit card number, PIN or NAB Identification Number (NIN) over the phone. We’ll never send you attachments or links to verify your identity either. Any email or SMS that contains a link is considered phishing and is a scam. Please do not respond or click on any links or attachments that appear to be from NAB.

You can learn more about keeping your money and accounts safe on our security page.

Who can I contact for more information?

If you have any questions about a refund you’ve received, please email NAB.Customer.Support.Team@nab.com.au and include your reference number. We’ll be happy to help.

Important information

If you’re a current or former NAB customer affected by a remediation and you’re not satisfied with the outcome after speaking to us, you can contact the Australian Financial Complaints Authority (AFCA) for further assistance on 1800 931 678, by email or at afca.org.au.

We recommend contacting AFCA within six months from the date at the top of your letter, as time limits might apply. You can find out more about time limits by visiting the AFCA website.

The information on this page is not relevant to the remediation programs conducted by the Wealth division. Find out more about these programs on our Wealth remediation page.

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