How do I get a refund from NAB?
Write a free NAB refund letter backed by Australian banking rules. If NAB does not fix the error within 30 days, escalate free to AFCA.
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, whether for an unauthorised transaction, a mistaken charge, or an error on your account, the law is on your side. Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. A bank must also correct errors it has made on a transaction or on your credit file. A clear written request that sets out the facts is the fastest way to get NAB to look at your case properly.
Put your complaint in writing and keep a copy. State the date and amount of the transaction, explain why you believe it is an error or unauthorised, and say clearly that you want it refunded or corrected. Our free tool builds a letter that references the ePayments Code and the Banking Code of Practice for you. Once you raise it, NAB must correct errors it has made on the transaction or on your credit file, and should respond to a formal complaint within 30 days.
If NAB does not answer within 30 days or refuses to fix the 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. There is no cost to you. Lodge your complaint with AFCA and include your original letter, NAB's response if any, and the dates so they can assess it quickly.
Frequently asked questions
What should my NAB refund letter include?
State the transaction date and amount, explain clearly why you believe it is an error or an unauthorised transaction, and ask for a refund or correction. Reference the ePayments Code if the charge was unauthorised. Keep a dated copy. Our free tool assembles this for you, so NAB has all the facts it needs to review and correct any error it has made.
Am I liable for a 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. That means NAB should assess whether the charge was authorised and, where it was an error the bank made, correct it. Set out clearly in writing that you did not authorise or contribute to the transaction so it can be properly reviewed.
How long does NAB have to respond?
A formal complaint should be answered within 30 days. If NAB does not respond in that time, or gives a response you disagree with, you do not have to keep waiting. You can escalate the matter to AFCA, the free and independent dispute body for banking. Keep records of when you lodged your complaint so the timeline is clear.
What can AFCA actually do for me?
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 corrected a genuine error or refuses your refund, AFCA can assess your case at no cost to you and require action where the bank is at fault.
Can I ask NAB to pause my repayments instead?
Yes. Banks that subscribe to the Banking Code of Practice must consider a hardship variation, which can mean paused, reduced, or restructured repayments, when you ask. Put your request in writing. If NAB does not properly consider it, AFCA can direct the bank to reassess your hardship application for free.
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.
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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.