NAB Branch

I'm new to NAB and needed to arrange a bank cheque today.
The branch manager Ralph told me exactly what identification I needed to provide to obtain this, so off to a good start immediately! I was then handed over to Michelle who was super efficient and provided an high level of customer service with useful information about affiliate providers. Definitely the best banking experience I have had in a long time!

The branch manager has been an absolute gem and was able to solve a major issue caused by another branch in a short timeframe and on a late Friday afternoon. Highly competent and compassionate.

Ralf is an amazing person, he helped me to not only get my work done but also gave me some good financial advice for free :)

Helpful and friendly staff. Can be busy at times but they are doing their best and people need to show some kindness.

Intimidating access to my profile of human services provisions

Had to visit Elsternwick NAB branch as attempted NAB phone enquiry led to repeated 45 min wait where the phone robot is not smart enough to tell you how many are ahead of you… 45min ! Twice !!
Well despite the branch staff being nice, the NAB systems are so bad that we were there for an hour for a single transaction !! And there was no one ahead of us for service.
As this is not a “real branch” (ie no branch manager), they needed to fax the transaction to another branch and hope someone looked at it !! Which they didn’t for 25 min ! Then the transaction receipt could not display the destination account number #%#£€>!!! Of course the internet reception is terrible in this area, but the NAB WiFi is no better ! So if you need to check account numbers etc etc. bring them with you on a stone tablet !!!
Then, I noticed an extra $35 on the transaction receipt ! Excuse me, what’s this ? Oh that’s the charge for doing this at a branch instead of online !!! Oh, thanks for NOT explaining that!
Ohh then the kicker ! The transaction would only proceed the NEXT day IF the manager could get us on the phone to check identity again !!!
Avoid this “non-branch”, but more importantly, avoid NAB !

By far the worst nab bank in Melbourne even at 3pm on a daily bases only 2 windows open yet there is a line all most at the door, STANDING THERE FOR 20 minutes is UNACCEPTABLE, people walking out saying this is terrible service, WHY DONT YOU DO US ALL A FAVOUR AND CLOSE THE DOORS AND THE BANK DOWN. I think the bank manager always gets there bonuses to cut costs and I can see why. I am about to pull my entire savings from nab altogether and take it to Westpak cos I am SICK AND TIED OF WALKING IN THERE AND HAVING TO STAND THERE FOR UP TO 30 MINUTES JUST TO ACCESS IT. 5 months to go on my long term deposit and I am removing it. It’s going to be a good day.

Beyond hopeless... I am speechless at how unhelpful a bank branch can be in these modern times. ATM withheld my money due to some error determined by their ATM machine. NAB has no means by which to identify this ATM transaction nor explore or correct the error their machine delivered. I lost a significant amount of money. Staff seemed largely unbothered by my concern.

1st ever sub 3 star review. Worst CX experience. Multiple failures. All I needed was a foreign currency account setup.
(1) Chat option on website; no fx team. Must email/call. I emailed, no response after 4 days.
(2) Called the FX team. Advice was I have to go into branch. Can't do it online, despite already having given all IDs previously. Explicitly asked if anything else needed before heading in. Answer: no.
(3) Head in mid week, slow day. They're also understaffed. Little line. "I'm here to setup FX account". Response from teller A: you'll need to make an appointment. Felt could have made an account quicker than other tasks I saw performed. But make an appointment.
(4) Come back again a few days later for the appointment at 2pm with teller A. I'm there early, 1.20pm. She sees me. Lots of staff. Considerably longer line. 1hr wait time from folks in queue. Very slow turnover. Simple things seem to take forever.
(5) Customer in front of me nearly being served. There is teller A floating out in the main area. She is with a customer sitting down. Upon finishing, these two guys who are well aware of the line (waiting 30min themselves) cut straight to her. Teller A doesn't care to question them clearly cutting in front of several in line who had been waiting nearly double. Customer in front of me, notices—as she is about to be served, advises teller B.
(6) I finally get served; by teller C. Who can't create the fx account. It's 2.10pm. I am sent to wait in front of teller A.
(7) Teller A is talking about banhmi's with the two guys. Teller B comes after he helped his customer (the one that advised the guys cut the line). He serves myself.
(8) Turns out that if I want to do any foreign currency transactions with the account, it is not online. I would have to come into the branch. Every time, line up, & fill out a form etc. 🤦‍♂. No chance of that happening.

You'd think this vital bit of information would be outlined on the website, advised by fx team, or teller A at some point. Complete & utter waste of time. No wonder folks use Bitcoin. Hell of a lot easier & more convenient than this.

I have been attempting to find out what the protocols are to attend the bank during Stage 4 restrictions. The phone system keeps sending me around in circles. Hopeless. This is the last in a long stream of hopeless service over approximately three years (Rarely the fault of staff - they’re mostly great once you get to speak to one of them. The problem is a range of systemic problems within the organisation). Once I close my account, I will certainly not ever use NAB again. Worst bank I’ve ever used.

This bank is impossible to contact through the NAB network. I have spent an hour going through the network to find contact details about a card meant to be delivered through the bank.

Went and did a coin swap here and was short changed $20 cash...one job, one job!!