NAB

refund policy – how to claim your money back

You may be eligible for a refund from NAB (National Australia Bank) if you experience any of the following scenarios:

• Fraud or Unauthorised Transactions: If your card or account was used without your permission and you didn’t contribute to the loss (e.g. by sharing your PIN), NAB will refund the money after an investigation. This is backed by the ePayments Code and NAB’s adherence to Visa/Mastercard Zero Liability.
  
  
• Bank Errors: If NAB charges incorrect fees, calculates interest wrong, or makes a transaction error, they’ll generally issue a refund—either proactively (through their remediation program) or on request.
  
  
• Disputed Purchases: You can dispute debit or credit card charges where goods or services weren’t delivered, were faulty, or the charge was incorrect. NAB facilitates these as chargebacks.
  
  
• Mistaken Payments: If you send money to the wrong person/account, NAB can request a recall, but this isn’t guaranteed and depends on how quickly you report it and whether the recipient cooperates.
  
  
• Product or Fee Cancellations: For some products (like annual credit card fees), NAB may offer a pro-rata refund if cancelled early. First-year fees usually aren’t refunded unless unused.
  
  
• Scams: If you were tricked into authorising a payment (e.g. by a scammer), NAB may still assist with recovery or provide goodwill refunds, but these are case-by-case and not guaranteed.
  
  

You won’t get a refund for:

• Change-of-mind transactions
  
  
• Authorised payments (even if later regretted)
  
  
• Missed dispute deadlines
  
  
• Transactions where you were found negligent
  

To request a refund or dispute a transaction:

1. Identify the Transaction: Note the amount, date, and reason for the dispute.
   
   
2. Lodge via NAB App or Internet Banking:
   
   
   • Go to the relevant transaction in your NAB app or online banking.
     
     
   • Select “Dispute transaction” or “Report a problem”.
     
     
   • Follow the prompts and submit your request.
     
     
3. Alternatively, Call or Use a Form:
   
   
   • Call NAB’s 24/7 support at 13 22 65.
     
     
   • Download and submit the Transaction Dispute Form (PDF) for specific cases.
     
     
4. Provide Supporting Evidence:
   
   
   • Include emails, receipts, proof of cancellation, or delivery failure as needed.
     
     
   • For fraud, you’ll usually need to confirm that the transaction wasn’t yours.
     

For fee or remediation refunds, simply call NAB or send a secure message via internet banking. For mistaken payments, call immediately to freeze or recover funds before they’re withdrawn.

Refund times vary based on the type of claim:

• Card Disputes: Most are resolved within 30–45 days, but can take up to 120 days for complex cases. Provisional refunds may be issued within days in fraud cases.
  
  
• Mistaken Payments: Often resolved within 1–2 weeks if reported quickly. Later reports may take longer or fail if the recipient doesn’t cooperate.
  
  
• BPAY or Direct Debit Disputes: Usually resolved within 10–20 business days.
  
  
• Remediation Refunds: Can take a few weeks to months depending on when NAB contacts you and confirms your details.
  

You’ll typically be notified via NAB’s app, secure message centre, or email. You can also check dispute status by typing “dispute status” into the app chat assistant.

NAB typically issues refunds via:

• Direct Credit to Your Account: The most common method. Funds are returned to the original NAB account or card.
  
  
• Alternative Account Transfer: If your original account is closed, NAB may ask for new account details (even from another bank).
  
  
• Cheque: A last-resort option if no valid account is available.
  
  
• Original Payment Method: For merchant-initiated refunds, funds go back to your card or account.
  
  
• No Cash Refunds: All refunds are electronic or via cheque. There are no over-the-counter payouts.
  

Refunds are processed in the original transaction currency (typically AUD), and NAB does not charge any fees for processing refunds.

Watch out for these common pitfalls:

• Slow Dispute Timelines: Chargebacks can take weeks or months, especially if merchants contest the claim.
  
  
• Incomplete Documentation: Not providing receipts or communication with the merchant can stall your case.
  
  
• Missed Dispute Windows: Most card disputes must be lodged within 120 days. Report issues ASAP.
  
  
• Customer Negligence Determinations: If NAB finds you breached security (e.g. shared login details), they may deny refunds.
  
  
• Refunds to Closed Accounts: If your account is closed, you might miss a refund. Update your contact details with NAB.
  
  
• Unexpected Refund Amounts: Currency shifts or fee adjustments may lead to minor differences.
  
  
• Communication Gaps: Refund cheques or notifications might be missed if NAB has outdated info.
  
  

If a refund is denied unfairly or takes too long, escalate a complaint to AFCA (Australian Financial Complaints Authority) after raising the issue with NAB’s Resolutions Team.