Had an issue with Ubank? Get a real response.
How to submit a complaint with Ubank
Fastest ways to contact UBank with a complaint (step-by-step):
- Phone (fastest for urgent issues): Call 13 30 80 (24/7 within Australia). From overseas, call +61 2 9070 0202. Clearly state it’s a complaint, ask for a reference number, and note the agent’s name/time.
- Online form (written record): Use UBank’s secure complaint form on ubank.com.au. Attach screenshots, statements, and any error messages.
- In-app secure message (easy from mobile):
Open the UBank app → Help/Contact → email/message option. Include your complaint summary, dates, amounts, and desired outcome. - Accessibility:
If you have hearing/speech difficulties, use the National Relay Service (e.g., TTY 13 36 77 → ask for 1300 822 665; Speak-and-Listen 1300 555 727 → ask for 1300 822 665).
What to include (to speed things up):
• Full name & best contact
• Account or card number (last 4 digits)
• Dates/times
• Amounts
• What happened
• What you want (refund, access restored, fee reversal, explanation).
Keep records: save confirmation emails, case IDs, and call notes.
Pro tip: Mark fraud, account lock, vulnerable circumstances, or travel as urgent so the case can be prioritised.
- Acknowledgement: UBank confirms receipt promptly and assigns your case.
- Timeframes: Aim to resolve within 30 days; 21 days for financial hardship or debt collection matters.
- Updates: Expect progress updates. If delays arise, UBank should explain why and provide a new target date.
- Single point of contact: Wherever possible, a consistent case manager/team handles your file.
- Outcomes: Fix applied, funds returned, access restored, policy/decision explained, apology and/or compensation if appropriate.
- Privacy complaints: Assessed under UBank’s Privacy Policy with escalation options if unresolved.
- No fees: There are no charges for complaint handling.
Common complaints against Ubank
Savings account bonus interest conditions: Confusion or surprises about rules. (Tip: Review current Save/Spend requirements; consider multiple Save accounts if advised by UBank to manage balance growth.)
Account freezes or security blocks: Automated fraud checks may temporarily freeze access or cards (e.g., after large/overseas transactions). What to do: Call immediately, verify identity, provide travel notices and documents; keep ID up-to-date. If needed, follow any NAB branch ID verification steps.
Customer service delays: Reports of long waits or inconsistent info for complex cases. Be clear about the issue and desired remedy, log all contacts, and politely escalate to a supervisor or specialist team if progress stalls.
App/tech frustrations: Examples include needing to transfer from Save → Spend before some payments or bill prediction accuracy. Workarounds: Use the Bills/Spend account for payments, check the Help Centre for feature updates and send feedback in-app.
Stay across account rules, prep for travel, and escalate when needed. Most issues resolve once identity and details are confirmed.
Complaints submitted through Ajust
How other consumers Ubank complaints got resolved
Account closed without clear explanation: A customer’s account was closed pending review and access to their money was paused for ~3 weeks. After escalation to the external ombudsman, the bank apologised, returned funds, and provided compensation.
Bonus interest rule change: After a new “balance growth” rule upset savers, UBank clarified how multiple Save accounts can help meet conditions, updated FAQs, apologised for confusion, and fielded feedback. Some customers stayed after guidance; others switched providers.
Large scam loss: In a scam case initially declined, an AFCA determination required reimbursement (where processes like chargeback pursuits fell short). (Takeaway: report fraud ASAP, respond to bank requests, and escalate to AFCA if you disagree with the outcome.)
Step 1 — Internal escalation (ask for a manager/specialist): If first-line support can’t resolve it, request a higher-level review or case manager. Restate your desired outcome (e.g., unlock account, refund, fee reversal).
Step 2 — Parent bank context (NAB): UBank is part of NAB Group. UBank aims to resolve internally. In niche cases you may reference NAB’s Customer Advocate info, but typically you’ll use AFCA next.
Step 3 — External escalation (AFCA): If unresolved or ≥30 days have passed (or there’s deadlock/urgency), lodge a free complaint with the Australian Financial Complaints Authority (AFCA). Their decisions are binding on the bank if you accept them.
Step 4 — Other avenues (issue-specific):
- Privacy/data: Office of the Australian Information Commissioner (OAIC).
- Scams/fraud trend reporting: Scamwatch (ACCC).
- Regulatory reports: ASIC/ACCC for systemic breaches (note: they don’t resolve individual disputes).
AFCA (Australian Financial Complaints Authority)
- When: After UBank’s final response or 30 days with no resolution, sooner if serious hardship.
- What they do: Independent review/mediation; can require remedies.
- Contact: afca.org.au | info@afca.org.au | 1800 931 678 | GPO Box 3, Melbourne VIC 3001.
OAIC (privacy/data): oaic.gov.au — for unresolved privacy complaints.
ACCC / Scamwatch (scams & misleading conduct): scamwatch.gov.au — report scams and get guidance.
ASIC (financial regulation): asic.gov.au — report systemic concerns (not individual resolutions).
- UBank Website: ubank.com.au
- UBank Contact: 13 30 80 (24/7), +61 2 9070 0202 (overseas).
- In-app secure message: UBank app → Help/Contact → Email/Message.
- AFCA (external dispute resolution): afca.org.au | info@afca.org.au | 1800 931 678
- Scamwatch (ACCC): scamwatch.gov.au
- OAIC (privacy): oaic.gov.au
- NAB Customer Advocate (parent bank info): nab.com.au/about-us/customer-advocate
Ubank Complaints FAQs
You’ve done your part, now it’s time to hold Ubank accountable.
Take the final step and submit a complaint that gets seen and responded to.