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 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: The refund process is managed by NAB on behalf of Advantedge (a subsidiary of NAB).
If you have an eligible Advantedge account in your name, then you won’t need to provide us with any information. You’ll simply receive a notice that explains the details of the refund that we will pay into your account
If the affected Advantedge account is closed, we’ll attempt to contact you up to three times. This is to ask you for details of another Australian bank account to pay your refund into.
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.
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.
If you’re a current or former Advantedge customer affected by a remediation and you’re not satisfied with the outcome after speaking to us, 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.