This review is for the card holder disputes team. I had no choice but this avenue to leave my review, this is not a review about this branch but there isn’t another option for me to review the actual team that was handling this dispute so you can just handball this one to them. You’ve shut all your branches down so where am I supposed to send this??

4th March 11:18 - dispute submitted via phone.

6th March - I then received an email back saying thanks for submitting and then below requested supporting evidence.

The evidence I then sent consisted of over 20 photos, 23 paragraphs of text of the situation, I had labelled photos and a list of contents and an explanation for each photo. Also, I sent through a huge message chain of myself and the company I was disputing with. I sent through my request with ocd level of excruciatingly specific detail to make sure no one had any questions about what happened.

At this point I hadn’t heard from anyone so I called the card dispute team.

10th March - I called to check in, spoke to someone for 20 minutes. ZERO notes were left on this dispute, no names no information no record of my call and no one ever actioned my dispute.

Still no response.

15th March - called at 12:24pm for 20 minutes.

18th March - called again at 1:39pm spoke to someone for 17 minutes, this person tells me he is new, can’t help me and needs to put me through to someone else. He then hangs up on me and surprise surprise when I called back at 1:57pm for 16 minutes. I was very annoyed that this had happened, more annoyed to learn once again there were no notes on the dispute, no names and no record of my call.

The second person I spoke to said the dispute had moved to the chargeback team and there was a credit on my account for the total amount. This is the first time anyone had emailed me or contacted me to let me know what’s happening.

Then this,

I was sent this in an email,

‘ I have requested a permanent credit to be placed into your account which you should see within the next 3 to 5 business days.

This is outside of the chargeback process so we will not need to wait for the Merchants response.’

None of this ever happened.

22nd March - called again for 18 minutes, I was told that $59 was credited to my account the previous week whilst this fairy tale of the total amount being credited to me still is a fairy tale as it never happened.

Did anyone tell me the dispute was resolved? NO

Did anyone give me any information regarding the $59? NO

Did anyone call me to update me? NO

Did anyone leave notes on the dispute? NO

Did anyone leave their name on the dispute? NO

Did anyone tell me they were putting money in my account? You guessed it! NO

Absolutely none of the items I disputed calculates to $59. So whatever decision was made I was left out of it, ignored and lied to.

I’ve been unimpressed by NAB before but this takes the cake.

EVERY SINGLE TIME I called I had to explain over and over and over and over but no one would read it or do anything with it so I have to spend my time calling and calling and explaining myself.

After this is over I’m moving to another bank.

0/10 for NAB

Ps I have all the phone logs and email chains. Attached is the ONLY email I ever received regarding this, and the email itself was just a big bunch of lies.