NAB has recently taken over some banks and credit cards such as Citibank and Virgin Credit Cards.
I have been waiting for any articles from PointsHacks but I haven’t seen any yet.
I would like to share my experience with their offering so far.
Alas, I can’t really give a full review because I wasn’t able to even apply for a credit card with them.
As part of their application process, I had to verify my identity via my DL or passport.
These failed several times. I suspect this is because I didn’t include my middle name in the application on the first page(because the mycard website said it was optional), however my middle name is on my license and passport.
Unfortunately, I was not able to go back and edit my name or details once I reached this step of the application.
If this is the reason, then silly me for trusting the website’s instructions!
Unfortunately no one at mycard can confirm if this is the reason, but we suspect it might be.
I have not been able to proceed with my application, nor delete it to start over.
I am effectively locked out from applying for mycard.
I raised a formal complaint, and days later, they confirmed that I could not proceed and they could not delete my profile/application.
I asked when I could apply again, and I was given different answers - 6 months? 2 years? They don’t really know.
My next step is to lodge an AFCA complaint to try to get the attention of someone who has some intelligence or ability to help.
Failing that, I will try to get in touch with my NAB branch manager and see if they can get someone’s attention.
And failing that, I will refinanced my mortgages and leave NAB and its inept subsidiaries completely.
Hi @ollie,
That is a very frustrating experience. I have had the most trouble with NAB applications out of all the various card providers - including 1 denial for some unknown reason 4-5yrs ago. Getting answers is like getting blood from a stone.
I would think that if the application was denied due to your identity verification, you should be able to go into a NAB branch and bring your documents with you for an in-person verification. I know it’s a pain, but I have done that before and it worked. Kind sucks though that they’re saying now your application cannot proceed. I wonder though if that is just a 1st level/front line support person who neither has the knowledge or authority to make any changes to an application once it transitions into a failed state?
It’s definitely a frustrating gap in the financial services book of operating procedures and consumer protections. I think you should be allowed to know for what reason was your application was denied. Even if the bank gave some hint of broad categorisation even, it would be very helpful. These days sadly though, dealing with customers directly is far from most of the Big 4’s goals, despite the millions they spend on advertising each year to let you know how important you are to them!
I spoke to 3 level 1 reps, a supervisor, and a call back from the complaints resolution specialist.
I will persue with NAB local branch, even though they are technically different companies and I doubt very much that NAB will be able to do anything to assist.
I’ll be lodging an AFCA complaint when I get back from holidays.
Just snagged 2 first class tickets for the flight we’d previously booked business for next week.
