Where does my refund go if it was sent to a cancelled NAB card?
A refund sent to your cancelled NAB card can still reach you. See your rights, what to put in writing, and how to escalate free to AFCA if NAB stalls.
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.
A merchant has refunded you, but the money was sent to a NAB card you have since cancelled or replaced, and now you cannot see it. In most cases the refund is routed to the account behind that card number, but if something has gone wrong on NAB's side, you have rights. Under the Banking Code of Practice, a bank must correct errors it has made on a transaction. If a genuine processing error has left your refund stuck, NAB is required to fix it.
Put your complaint in writing to NAB and keep a copy. Include your old and new card details, the account they link to, the refund date, the amount, and the merchant name, plus any confirmation the merchant sent you. Ask NAB to trace the refund and correct any error on its side. Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount, which matters if the issue involves a payment you never approved.
NAB should respond to a formal complaint within 30 days. If it does not reply in time, or the answer does not fix the problem, you can escalate to the Australian Financial Complaints Authority (AFCA). AFCA is the free, independent body for banking and credit disputes. It can direct a bank to fix an error or waive a fee. Escalation costs you nothing, so use it if NAB will not correct a refund that has clearly gone astray.
Frequently asked questions
Can NAB still receive a refund to a cancelled card?
Often yes, because the refund is usually routed to the account linked to that card number rather than the physical card. If it does not reach you and a processing error is involved, the Banking Code of Practice requires NAB to correct errors it has made on a transaction. Put the details in writing and ask NAB to trace and fix it.
What details should I give NAB to find the refund?
Include your old and new card numbers, the linked account, the refund amount and date, the merchant name, and any refund confirmation you received. Ask NAB in writing to trace the transaction and correct any error on its side. Keep a copy of everything you send so you have a record if you later need to escalate.
What if the transaction was not authorised by me?
Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. Tell NAB in writing that you did not authorise the payment involved and ask it to investigate. This is separate from a normal refund trace, so make clear which situation applies to your case.
How long does NAB have to respond?
A formal written complaint should be answered within 30 days. If NAB does not reply in that time, or the response does not fix your refund, you can take the matter further. Keeping your original complaint dated and in writing helps show when the 30 day period started if you need to escalate.
Does it cost anything to escalate to AFCA?
No. 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 will not correct a refund that has gone to a cancelled card, lodging with AFCA costs you nothing and is the proper next step.
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.