How do I get a refund from NAB?
NAB won't refund you? Learn your rights under the ePayments Code and Banking Code, then escalate free to AFCA if NAB ignores your complaint within 30 days.
Regulator
Australian Financial Complaints Authority (AFCA)
Key legislation
Banking Code of Practice, ePayments Code, and (for credit) the National Consumer Credit Protection Act 2009
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to Australian Financial Complaints Authority (AFCA) is prepped and ready.
If you are chasing a refund from NAB, your rights depend on what went wrong. Under the ePayments Code, if you did not contribute to an unauthorised transaction, such as a payment you did not make or approve, you are generally not liable for that amount. Separately, a bank must correct errors it has made on a transaction or on your credit file. So if the charge was an unauthorised payment or a genuine NAB mistake, you have a solid basis to ask for your money back.
Put your request in writing so there is a clear record. State the transaction date, the amount, and why you did not authorise it or why it is an error NAB made. Ask NAB to correct the error and refund the amount, and keep a copy of everything you send. Under the ePayments Code you are generally not liable for unauthorised transactions you did not contribute to, and NAB must correct mistakes it has made on your transactions or your credit file.
A formal complaint should be answered within 30 days. If NAB does not respond in that time, or refuses to fix a clear error, you can escalate to the Australian Financial Complaints Authority (AFCA). AFCA is the free, independent body for banking and credit disputes and can direct a bank to fix an error, waive a fee, or reassess a hardship application. You do not need a lawyer and escalation costs you nothing. Our free tool builds your letter and tracks the deadline.
Frequently asked questions
Do I have to pay for a NAB transaction I did not authorise?
Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. This covers payments you did not make or approve. Report it to NAB in writing with the date and amount, and ask them to reverse the charge. Keep a copy of your report in case you need to escalate.
What if the refund I want is because of a NAB mistake?
A bank must correct errors it has made on a transaction or on your credit file. If NAB processed something incorrectly or made a mistake that cost you money, you can ask them to fix it. Set out clearly what the error is and what the correct position should be, and request the correction in writing.
How long does NAB have to respond to my complaint?
A formal complaint should be answered within 30 days. Lodge your complaint in writing and note the date you sent it. If 30 days pass with no proper response, or NAB refuses to fix a clear error, you can take the matter to AFCA for free without waiting any longer.
What can AFCA do about my refund?
AFCA is the free, independent body for banking and credit disputes. It can direct a bank to fix an error, waive a fee, or reassess a hardship application. If NAB has not resolved your refund fairly, AFCA can review it independently. You do not need a lawyer and there is no cost to you to lodge a complaint with AFCA.
Can I ask NAB to pause my repayments instead of a refund?
If you are struggling to repay a loan, banks subscribing to the Banking Code of Practice must consider a hardship variation when asked. That can mean paused, reduced, or restructured repayments. Ask in writing and explain your situation. If NAB refuses to consider it fairly, AFCA can direct a reassessment of your hardship application at no cost.
What if NAB just ignores my letter?
Silence is not a dead end, it is a deadline breach. NAB is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to AFCA (the Australian Financial Complaints Authority) arrives pre-filled and ready to lodge. Escalating is free.
Related fights
The Armoury
Every weapon that works against NAB
Dispute tactics ranked by verified outcomes from real fights, escalation paths, magic words, and the levers NAB hopes you don't know about. Use one, report back, and the next person walks in better armed.
Open the NAB armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.