How to contact

NAB

customer support

NAB (National Australia Bank) provides multi-channel customer service that combines personal support with robust digital tools. Here's how they support customers:

• Phone support: Call 13 22 65 (within Australia) for personal banking – available 8am–7pm weekdays, 9am–6pm weekends.
  
  
• Emergency support: Lost or stolen cards? Call 1800 033 103 (24/7).
  
  
• Live chat: Use secure messaging via NAB Internet Banking or the NAB App – type “Speak to a person” to connect to a live banker.
  
  
• In-branch assistance: Visit any NAB branch for face-to-face help with accounts, loans, or general enquiries.
  
  
• Online help: Access detailed how-to guides, troubleshooting advice, and support articles via the NAB Help & Support hub.
  
  
• Social media: NAB responds to customer queries on Twitter (@NAB) and Facebook, often directing users to private messages for secure assistance.
  
  

NAB is known for accessible support across channels, though peak-time wait times and chatbot limitations have been noted by customers.

While NAB supports millions of Australians daily, common complaints and frustrations include:

• Phone support difficulties: Long hold times and IVR loops that make it hard to speak to a human.
  
  
• Account security overreach: Customers report account freezes or blocked transactions due to fraud flags – sometimes unnecessarily.
  
  
• Slow dispute resolution: Delayed responses to complex issues like loan queries or transaction errors.
  
  
• Communication issues: Customers feeling “bounced around” between departments or dealing with offshore agents using rigid scripts.
  
  
• Digital outages: Periodic technical issues with NAB’s app or online banking causing disruption.
  
  
• Dispute handling: Some users only get satisfactory resolutions after escalating to the Banking Ombudsman (AFCA).
  
  

Despite these issues, many users do receive fast, helpful service – particularly for simpler requests like card replacements or password resets.

Need to speak with NAB? Here's how to do it:

• Phone:
  
  
  • Personal Banking: 13 22 65 (AUS) or +61 3 8641 9083 (international)
    
    
  • Business Banking: 13 10 12
    
    
  • Lost/Stolen Cards: 1800 033 103 (24/7)
    
    
  • Tip: Call at 8am or use the callback feature to reduce wait times.
    
    
• Live Chat:
  
  
  • Accessible via NAB Internet Banking or NAB App.
    
    
  • Type “Speak to a person” to bypass the bot and get a staff member.
    
    
  • Recommended for tasks like closing accounts or resolving non-urgent issues.
    
    
• In Branch:
  
  
  • Use NAB’s branch locator to find local support.
    
    
  • Book appointments online for home loan or financial specialists.
    
    
  • Hours are generally 9:30am–4pm weekdays.
    
    
• Secure Email / Feedback:
  
  
  • Use the online Feedback & Complaints form for detailed issues.
    
    
  • Secure messages are available after logging into Internet Banking.
    
    
• Self-Help:
  
  
  • NAB Help & Support has guides for everything from BSB lookups to card activations.
    
    
  • Virtual assistant answers quick questions like “How do I raise my card limit?”
    
    
• Accessibility:
  
  
  • NAB supports NRS (National Relay Service), interpreters, TTY services and more.
    
    
• Social Media:
  
  
  • Tweet @NAB or message via Facebook – use only for non-sensitive quick support.
    

Here’s what you need to know about NAB’s service policies:

• Fee refunds & disputes:
  
  
  • NAB may waive fees as a goodwill gesture.
    
    
  • Unauthorised transactions? NAB investigates and may offer provisional credit.
    
    
  • If you were tricked into a transfer (scam), NAB might not be liable unless fraud is proven.
    
    
• Account cancellations:
  
  
  • No penalty to close most NAB accounts or credit cards.
    
    
  • Personal loans can be repaid early without fees (unless fixed-rate).
    
    
  • Home loans may incur discharge or break costs – see loan contract.
    
    
• Complaints:
  
  
  • Submit via phone, online form, or secure message.
    
    
  • NAB responds within 21–30 days. If unresolved, escalate to AFCA.
    
    
• Fraud protection:
  
  
  • NAB guarantees zero liability on fraudulent use if you’ve protected your login details.
    
    
  • Fast response from Fraud Assist team.
    
    
• Loan & refund policies:
  
  
  • Early term deposit withdrawal requires 31 days’ notice and may reduce interest.
    
    
  • Refunds on NAB-branded products like Traveller Cards are typically straightforward.