We’re here to help

If you can see a transaction on your account that looks wrong or unfamiliar, don’t be alarmed. We’ll help you sort it out.

Before you dispute a transaction

If you see an unfamiliar or incorrect transaction on your account you may not need to lodge a dispute.

  • Confirm 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 it’s not a purchase from a few days ago, as there can be delays between payment and the transaction appearing.
  • Contact the merchant directly and try to resolve the issue. This is usually the fastest way to resolve a transaction dispute.
  • Get more details about the transaction by logging into your other payment gateways like PayPal, App Store, Google Play, Shopify or Uber.

You can see the transaction and merchant details by selecting the transaction in Internet Banking or the NAB app.

How to submit a card transaction dispute in the NAB app

It only takes a few minutes to get the details of a transaction and then submit a dispute if you think something is wrong.

  1. Log into the NAB app.
  2. Select the transaction.
  3. Select Something not right? and follow the prompts.

For more detailed instructions see How to submit a transaction dispute.

Note, you'll need the latest version of the NAB app.

Don’t have the NAB app yet?

The fastest and easiest way to dispute a   transaction is through the NAB app, but you can also use the transaction dispute form.You’ll need your NAB ID number which you can find on the on the back of your NAB card.

Download the NAB app below.

How to dispute other transactions

  • To dispute a BPAY payment, direct debit, ATM withdrawal, or electronic funds transfer use the transaction dispute form.
  • To dispute an ATM deposit, call 13 22 65
  • For a NAB Traveller Card dispute see How to dispute a NAB Traveller Card transaction.
  • For a NAB Purchasing and Corporate Card dispute, please download, complete and submit this form.

How to submit a card transaction dispute

It only takes a few minutes to get the details of a transaction and then submit a dispute if you think something is wrong.

NAB app

  1. Log into the NAB app.

  2. Select the transaction.
  3. Select Something not right? and follow the prompts.

For more detailed instructions see How to submit a transaction dispute.

Note, you'll need the latest version of the NAB app.

Don’t have the NAB app yet?

The fastest and easiest way to dispute a transaction is through the NAB app, but you can also use the transaction dispute form. You’ll need your NAB ID number which you can find on the back of your NAB card.

NAB Internet Banking

  1. Select the transaction.

  2. Under Something not right? select ‘Dispute this transaction’, and follow the prompts.

Don’t have NAB Internet Banking yet?

It’s fast and easy to dispute a transaction through NAB Internet Banking, but you can also use the transaction dispute form. You’ll need your NAB ID number which you can find on the on the back of your NAB card. Register for NAB Internet Banking, opens in new window.

How to dispute other transactions

What happens after you submit a transaction dispute

After you lodge your dispute:

  • You will receive a reference number and an email or letter to confirm the dispute has been lodged.
  • We’ll be in touch with you within 7 business days if we require additional information.
  • We will endeavour to reach an outcome for your dispute within 45 days unless we advise you otherwise.

What you need to do next:

  • Respond to any emails or letters quickly so we can resolve the dispute as soon as possible.
  • If disputing a credit card transaction, keep making your repayments to avoid interest charges.

Important information

NAB App - NAB recommends you consider the Internet Banking terms and conditions document before making any decisions regarding this product. This product is issued by National Australia Bank Limited.

Apple, iPhone, iPad, Touch ID, Face ID and the Apple logo are trademarks of Apple Inc., registered in the U.S and other countries. App Store is a service mark of Apple Inc. Google Play and the Google Play Logo are registered trademarks of Google LLC.

iOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license.

Android is a trademark of Google LLC.

©2021 National Australia Bank Limited ABN 12 004 044 937, AFSL and Australian Credit Licence 230686.