Had an issue with Ubank? Get a real response.
Ubank is a popular digital bank in Australia that operates as part of National Australia Bank (NAB). Ubank is known for its fee-free banking and operates a completely branchless experience, meaning all complaints must be submitted online or over the phone.
Ubank offers a 24/7 phone line within Australia, or users can submit a complaint via an online form. Support is also accessible via the Ubank app. When lodging, ensure to include all dates, transaction ideas, and a clear description of the resolution you're chasing. In the instance of something like fraud, marking the case as urgent can help it stand out as high priority. Ubank aims to resolve complaints at least within 30 days.
Issues that customers commonly complain about include fraudulent charges, technical issues, slow responses from support, account freezes, or confusing rules around new or changed policies.
If initial support can't help you, ask Ubank to escalate your issue to a manager or supervisor. If 30 days have passed, you can lodge a complaint for free with the Australian Financial Complaints Authority (AFCA). Any rulings issued by ACFA are binding on Ubank. If you want to avoid the hassle, submit your complaint to Ajust instead and we'll handle the rest.
How to submit a complaint with Ubank
These are the fastest ways to contact UBank with a complaint:
- 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: Full name & best contact, account or card number (last 4 digits), dates/times, amounts, what happened, and what you want (refund, access restored, fee reversal, explanation).
Keep records: Save confirmation emails, case IDs, and call notes.
- Acknowledgement: UBank confirms receipt promptly and assigns your case to an agent.
- 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.
Account freezes or security blocks: Automated fraud checks may temporarily freeze access or cards (e.g., after large/overseas transactions). If this happens to you, call immediately, verify your identity, provide travel notices and documents. Always keep your 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 things stall.
App/tech frustrations: Examples include needing to transfer from Save → Spend before some payments, or bill prediction accuracy.
Ubank complaints submitted through Ajust
I lodged a complaint with UBank after my account was suddenly locked and I couldn’t access my money at all. I rely on this account for everyday spending, so being shut out without warning caused a lot of stress. What made it worse was not knowing why it happened or how long it would take to fix.- Shanna
I complained to UBank after discovering unauthorised transactions on my account that left me short on money. Even after reporting it, I was told the process could take time with no clear outcome. That uncertainty was incredibly stressful, especially knowing the money was taken without my consent. - Tynan
After UBank locked my account and asked me to verify my identity, I followed every step they gave me. Instead of restoring access, they then told me my account would be closed and I still couldn’t touch my money. It’s my only bank account, so not being able to pay rent or bills pushed me to lodge a formal complaint. - Lisa
I made a complaint when UBank closed my account without explanation and left me unable to access over $900. I was already behind on rent and suddenly had no money for food or petrol. Customer service kept telling me to wait up to 30 days, which felt completely unreasonable. I escalated it because being left with nothing was simply not acceptable. - Robin
How other consumers Ubank complaints got resolved
Account closed unexpectedly: A customer’s account was closed pending review and access to their money was paused for almost 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 the confusion, and fielded feedback. Some customers stayed after guidance; others switched providers.
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 after 30 days have passed (or there’s 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.
- What they do: Independent review/mediation.
- 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
What’s the fastest way to submit a complaint to Ubank and actually get a response?
Calling Ubank on 13 30 80 is the fastest way to lodge an urgent complaint. Clearly state it is a complaint, ask for a reference number, and note the agent’s name and time. Phone complaints are prioritised for fraud, account locks, or urgent access issues. For non-urgent matters, using the online complaint form or in-app secure message gives you a written record that helps if you need to escalate later.
What information should I include in a Ubank complaint to avoid delays?
Include your full name, contact details, last four digits of your account or card, dates, amounts, and a clear description of what went wrong. You should also state exactly what outcome you want, such as a refund or account access restored. Providing screenshots, statements, or error messages upfront reduces back-and-forth and speeds up Ubank’s investigation and resolution.
How long does Ubank take to resolve complaints, and what happens during the process?
Ubank aims to resolve most complaints within 30 days, or 21 days for financial hardship or debt matters. You should receive an acknowledgement and case reference early, followed by progress updates. Wherever possible, the same team or case manager handles your complaint. Outcomes may include refunds, restored access, explanations, apologies, or compensation depending on the issue.
What can I do if Ubank doesn’t resolve my complaint or I disagree with the outcome?
If Ubank hasn’t resolved your complaint within 30 days, or you receive a final response you disagree with, you can escalate to AFCA for free. AFCA independently reviews banking complaints and can require remedies if you accept their decision. For privacy issues, you can also escalate to the OAIC. External escalation often prompts faster and more serious review.
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.