NAB Reviews 507

After banking with nab for 25 years we are moving all out banking somewhere else. Their customer service used to be really good, now its the worst around.

Thanks Citi for selling to NAB who has no place in the retail space. What a disgusting transition. Can't do anything online and it's an hour to speak to anyone to get you money. Why buy a business for all your customers to leave and not test service delivery? Going to be some class action lawsuits...

If I could give this app a negative I would. A Citibank customer who was forced over. Took a long time to set it all up and then it did not allow me to pay my bill. My due date was also changed from around the middle of the month to the 1st. It took an hour and 15 to get through to a person and then 15 minutes later I was advised to go to a post office to pay my bill.
Also, as a Citibank customer my annual fee was $55, now it is $155. As soon as I pay this bill, cash in my rewards I will cut the card up:

Someone literally pulled out an account in my name and Nab saying they can't close it. Taking this to AFCA

What a joke been on hold for 90 minutes, can’t get through on chat line has been 2 hours sitting in front of my computer. Have been banking with Citibank for over 15 years..since NAB took over IMPOSSIBLE to get through to anyone so customer service is now TOTALLY non existent..Good one NAB great way to lose customers

Awful. I tried to use the live chat, which states operators are available until 11pm and was waiting 12 hours for a response. Nothing.

The website also states there is customer support available on Saturday - it turns out this is incorrect.

I’m a career banker (executive level) and this place is constantly painful to deal with

A friend of mine who recently returned to Aust having been abroad 3 years and unable to access her money due to not having an Aust mobile number, needed to renew her card and pay me back a large sum of money she had borrowed from me as I had payed for a new phone. At my home, where she was staying, she accessed her account added my bank details and processed to pay me. Before it went through she received a verification code which she entered but then her payment was flagged as fraudulent. We then had to go to a branch (hard to find as many have closed) for her to prove who she was before the would re open her account and card. This is highly unacceptable and vertical impossible if she was overseas. Why can’t banks have an Authenticator app similar to Macquarie Bank which will verify your transactions anywhere in the world. I think NAN should up their services to make it easier for clients without all the hassle they now have especially for those who spend long periods overseas.

Report a dispute via phone conversation. No resolution. Upgrade to a fraud case, and another phone conversation, ni interest in the evidence to prove fraud. Just question about why I made the payment. Why didn’t I do due diligence. Even though the evidence proves I did. NAB were not interested. Obviously it’s an overseas call centre I am dealing with. Banks seem to be more interested in helping scammers

Recently had my card swapped from CitiBank to a NAB ‘mycard’, the process has been anything smooth. I followed all the instructions and it seems as though they haven’t sent me a new card, so I can’t activate or use my account in anyway. Thankfully it’s a credit card and not my actual money. I have tried for two days to phone, chat and email and there is ZERO customer service. Absolutely appalling. I’ve managed to close my account online in protest but even that seems to be incomplete and literally cannot get in contact with them. Honestly infuriating and must break consumer laws.

Since NAB has taken over the Citi Bank group side it has been impossible to communicate with NAB, they do not respond to chat, email, calls. over a week trying to get assistance with ZERO response. it is truly disgusting service on the fees and charges they charge all their customers.

They bought out Citibank and migrated everyone to their new My Card. I logged in to the app to try to get my card upgraded and went into messages. Asked to be connected with a human because the bot couldn't answer my question. Bot said it's connecting me with a human now. Waited 40 minutes and no human interaction. Meanwhile I call the phone service number. On hold for 50 minutes before I hung up. Asking me to pay $300 per annum for the card but get no service. What a joke these guys are, although I feel like we are the butt of the joke. Charging us and delviering nothing.

Elizah from the Melbourne NAB call centre was polite, helpful and a pleasure.

I had an issue with a payid transaction, and Elizah created a dispute for me.

I am overall pleased and recommend Elizah highly.

I wish there was a zero star option. Just awful. Avoid at all costs!

A lady named Nita helped me a lot in my experience, very trustworthy person with all my bank details.

Extremely poor service. Incompetent staff. Time wasters.

The help service online is just an AI garbage regurgitating useless information and running you in a loop. The only "help" you get is advice to download the NAB's mobile phone software, but that you can only do if you register with google first. If you do not want to do that, you will not get the app.

If you do, you will regret downloading it. It is useless. It does not work 99% of the time if you are overseas. And then you reallise you are stuck, with no options and with, by the second growing, number of issues. I have been with the bank for over two decades. Had problems in the past, but eventually - sometimes - I was able to get them on the phone and solve the issues directly. This is now impossible too. Sad to say, I like the constancy not the change, but the time to change has come. No longer the bank for the people, as they used to present themselves once, long time ago. Time the current management would not have even born in. The present management goes from one disaster to another. Doubt it? Try calling their "overseas support" number, or try downloading and using their "app". I am a coder myself. I wrote some garbage code in my time. But their app takes the Olympic gold for uselessness.

I am a NAB customer. Recently NAB release its Now Pay Later Visa card which splits payments into 4 fortnights with no interest. Recently I’ve been using NAB more and more because of the value I get. NAB goodies are similar to AMEX and other credit providers offering cash back or discounts albeit for lower value purchases. I have saved a lot of money from internet service provider, fuel and shopping. If Afterpay doesn’t get on board with these sort of spend incentives it will be a tough environment to compete.

Been with them for so long and still the service is rubbish. Can't walk into a physical bank because they are closing around us. Everything seems to be online either typing on the Chat line for service or when you call, can be hours before you actually speak to someone.

WORST CUSTOMER SERVICE EVER!!!
Don’t call if your life depends on it - they will switch you from one agent to another having to repeat all over again. Then to find out later the issue hasn’t been resolved!

Dear Nita,
I would like to express my sincere appreciation for the outstanding service provided by your team at Rouse Hill, NAB Branch. In particular, Vandita demonstrated professionalism, efficiency, and a client-focused approach, making my experience seamless and pleasant.

Your team’s commitment to customer service sets a benchmark, and I look forward to continuing my banking relationship with the Rouse Hill NAB Branch.

Kind regards,
Kiran Kaur