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
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
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