24 February 2022
Statement from NAB Group Executive Personal Banking, Rachel Slade:
NAB continues to take credit card payments over the counter in branches. Any suggestions otherwise are wrong.
I want every one of our customers to have a simple and easy experience banking with NAB. That’s why our branch teams are showing customers additional ways to repay their credit cards. These are options that can save them the time of coming into a branch, like Internet Banking, the NAB app, NAB ATMs and direct debit. You can even use one of the 3,500 Bank@Post outlets if it is easier for you. If you want to continue to pay your credit card over the counter, you can.
We are simply helping our customers understand their options.
Many of our customers have been pleased to learn a new way to pay their card and save some of their time. We will work with our bankers to make sure this is always communicated clearly as additional options, not less. We are sorry that some of our customers have not had a positive experience or the experience we intended.
The way our customers are choosing to bank is changing, so we’re adapting how we serve them.
More than 94% of customer interactions are now taking place over the phone, by video or online. That’s why we’re investing in digital platforms which make things easier and faster for customers.
We’re also improving our branch network so we can serve our customers well in person. Last year we upgraded 71 branches and Business Banking Centres, including 22 in regional locations.
The improved branches are designed for conversation, with a new-look design, open-plan layout and dedicated meeting spaces. They also feature popular self-service digital bars and self-service machines that can be used 24/7.
We believe in providing inclusive banking services and we continue to help customers bank in a way that’s convenient for them.
