Need to contact UBank and make sure they reply?
UBank customer support overview
UBank is a fully digital Australian bank (part of NAB) that provides customer support through multiple online channels, including phone, in-app messaging, email, and a comprehensive help centre. With no physical branches, UBank makes customer support accessible 24/7 for urgent card issues and during extended business hours for general queries.
The bank has earned a reputation for being modern, tech-friendly, and approachable, particularly with younger consumers. While many customers rate their support highly, some concerns remain around wait times and account policies.
Common UBank customer issues and complaints
Customers report issues such as:
- Bonus interest rules – requiring balance growth each month, seen as restrictive.
- Account access/security blocks – legitimate transactions flagged, delaying access to funds.
- Tech glitches – login problems, app bugs (especially during system upgrades).
- Support delays – long phone wait times, limited resolution channels.
These frustrations are reflected in mixed online reviews, though UBank actively responds to complaints and offers support to resolve them.
How to contact UBank customer support
You can reach UBank support via:
- Phone: Call 13 30 80 (Australia) or +61 2 9070 0202 (overseas). 24/7 support is available for card emergencies.
- Email / In-App: Use customersupport@ubank.com.au or the in-app secure message feature for most queries.
- Help Centre: Visit ubank.com.au/help for FAQs and guides.
- Mail: UBank Customer Resolutions, PO Box 1466, North Sydney NSW 2059.
Tip: call early in the morning to avoid peak wait times.
UBank key customer policies: refunds, returns, cancellations and more
UBank policies include:
- Refunds & disputes: Fraudulent or erroneous transactions can be disputed. Refunds are provided after investigation.
- Account cancellations: Everyday banking accounts can be closed anytime with no penalty fees.
- Fee errors: Incorrectly charged fees are refunded once notified.
- Complaints process: Formal complaints acknowledged within days and resolved within 21–30 days, with escalation to AFCA if needed.
- Guarantees: Deposits up to $250k are government-guaranteed. Visa Zero Liability applies to debit card fraud.
UBank complaints submitted through Ajust
I couldn’t access my UBank account because it was suddenly locked, and all I saw was an error message. I rely on my account every day, so being cut off from my own money was stressful and disruptive. I contacted UBank to understand why it happened and what I needed to do to get access back, but the uncertainty made everything harder. - Shanna
I forgot my UBank password and couldn’t log into my online banking at all. Without access, I wasn’t able to check transactions or manage payments, which quickly became worrying. I reached out to customer support just to get a reset code and clear instructions, because something as simple as a password issue shouldn’t block you from your finances. - Hayley
My UBank account was locked, even after I submitted all the verification they asked for, including ID and extra checks. I was told it would only take a day, but more than a week passed with no access. Being unable to use my account for everyday expenses caused real disruption, and all I wanted was clear communication and timely help. - Chamaine
For over a week, I kept getting an error message whenever I tried to access my bills account with UBank. I could log into internet banking, but one key account was completely blocked. I contacted support because I needed another way to verify my identity and manage my bills, but the lack of a quick solution added unnecessary stress. - Piers
Recent experiences with UBank customer service
Positive: Customers praised quick fraud response on weekends.
Mixed: Long callback wait times are balanced by effective solutions (e.g., account bugs + loan rate reduction).
Escalations: Policy-related complaints sometimes end with goodwill payments after AFCA involvement.
Official UBank Customer Service Links & Contact Information
UBank Contact FAQs
How do I contact UBank customer support quickly if something goes wrong with my account?
You can contact UBank via phone, in-app messaging, email, or the online help centre, with 24/7 support for urgent card issues. For general banking questions, support operates during extended business hours. Using the in-app secure message feature is often the fastest option, as it avoids phone wait times and keeps your query linked to your account. Calling early in the morning can also reduce delays.
Why do some UBank customers miss out on bonus interest, and how can I avoid it?
Many customers miss UBank bonus interest because the balance must grow every month to qualify. If your balance stays the same or drops, bonus interest usually won’t apply. To avoid this, set up a small automatic transfer into your savings account each month. This simple step can help ensure you consistently meet the growth requirement and maximise your savings rate.
What should I do if UBank blocks my account or flags a legitimate transaction?
If UBank blocks your account due to a security check, you should contact support immediately through the app or by phone. These blocks are designed to prevent fraud but can delay access to funds. Providing verification details promptly usually speeds up resolution. If delays continue or cause hardship, you can lodge a formal complaint to trigger faster review and escalation if needed.
How long does it take UBank to resolve complaints, refunds, or disputes?
UBank typically acknowledges complaints within a few days and aims to resolve them within 21 to 30 days. Refunds for disputed or fraudulent transactions are processed after an investigation is completed. If you’re unhappy with the outcome or timeframes, you can escalate the matter to the Australian Financial Complaints Authority. Keeping records of all communication helps strengthen your case.
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