Advantedge remediation

We’re sorry if you’ve been affected by an error we’ve made. Where we’ve made mistakes, we’re working quickly to put things right.

If we’ve contacted you about an error we made, you can find out what to expect below.

What happens if you’re owed a refund

If we owe you a refund or payment, our Advantedge Customer Remediation team will contact you by mail, email, SMS or phone.  

We’ll also contact you if we identify any issues with your current or closed Advantedge accounts.

Please note that the refund process is managed by NAB on behalf of Advantedge (a subsidiary of NAB).

If you have an eligible Advantedge account

If you have an eligible Advantedge account in your name, we’ll process a deposit directly into your account. You’ll simply receive a notice that explains the details of the refund that we will pay into your account.

If your affected Advantedge account is closed

If the affected Advantedge account is closed and you don’t have another eligible Advantedge account to pay into, we’ll attempt to contact you up to three times to ask you for details of another Australian bank account to pay your refund into.

An eligible account is an open account that is held in the same name as the impacted account, and where funds can be deposited and accessed without incurring associated fees or interest charges.

We can’t provide cheque or cash refunds, and we are unable to pay your refund into a credit card.

If the impacted account was held in joint names, we’ll contact all account owners about their share of the refund.

Providing your payment instructions

The easiest way to provide your bank details is through the Payment instruction form. You’ll be asked to provide the reference number and refund amount on the letter or email you received, and your date of birth. You’ll then be prompted to provide your bank details. 

You can also call us on 1300 881 276 to provide your bank details. You’ll need to verify your identity on the call, which means we’ll ask you to confirm personal details such as your full name, residential address, email and phone number.

Keeping you safe

Remember, we’ll never ask for your credit card number or PIN over the phone. 

We’ll also never send an email or SMS asking you to verify your identity by clicking on a link.

If you receive a suspicious message, do not click on any links or attachments. Learn more from NAB about protecting your accounts.

Further assistance

If you’ve been affected by a remediation and you have a question, our Advantedge Remediation Team is here to help.

If you aren’t  satisfied with our response, you can raise a complaint or provide feedback.

If you are still unhappy with the outcome, you can contact Australian Financial Complaints Authority (AFCA) on 1800 931 678 or by email.

The information on this page is not relevant to the remediation programs conducted by our Wealth division. Find out more about NAB’s programs on the Wealth remediation page.

I’ve received a letter inviting me to participate in a loan review. What is this?

From time to time Advantedge may identify customers whose home loans we’d like to ensure are set up correctly. Often no further action is required, but sometimes we might identify a circumstance where a loan could be entitled to compensation. 

If this is the case, we will invite you to participate in a loan review. This loan review is managed by NAB on behalf of Advantedge (a subsidiary of NAB). Learn about the loan review program.

Contact us

Call us

Monday to Friday, 10:00am to 5:00pm (AEST/AEDT)

Call 1300 881 276

Email us

Questions? Email us your query and include your reference number.

refunds@advantedge.com.au