If you suspect your NAB accounts have been compromised or you have noticed unauthorised transactions, it is vital to act quickly. NAB operates a 24/7 Fraud Assist team specifically trained to secure your accounts, investigate suspicious activity, and guide you through the recovery process. Speed is your greatest asset in minimizing potential losses.
You do not need to wait for business hours to seek help. Whether you are in Australia or travelling overseas, the fraud support line is available at any hour of the day. By contacting the bank immediately, you allow specialists to place temporary restrictions on your accounts, preventing further access by unauthorised parties.
Key Information
| Category | Details |
|---|---|
| Fraud support (Australia) | 13 22 65 (Quote 'Fraud Assist') |
| Fraud support (Overseas) | +61 3 8641 9083 |
| Response time | 24/7 access for immediate account restriction |
| Reporting method | Phone call (primary), NAB app 'Contact us' |
Step-by-Step Guide to Reporting Fraud
If you believe you are a victim of a scam or unauthorized activity, follow this sequence to secure your assets:
- Contact the Fraud team immediately: Call 13 22 65. When you reach the main menu, listen for the prompt, then select the option for fraud or scam reporting, or simply say "Fraud" when prompted.
- Quote 'Fraud Assist': Clearly state that you are calling for 'Fraud Assist' so your call is prioritised by a specialist who can help block your cards or freeze your digital access.
- Secure your device: If you believe your computer or phone has been compromised via malware, disconnect it from the internet immediately.
- Review your accounts: Once your current access is secured, work with the specialist to identify any unauthorized transfers or unknown transactions in your history.
Troubleshooting Common Reporting Issues
- MFA or Login Issues
Cause: Scammers may have changed your contact details, preventing you from receiving necessary SMS security codes to log into your own app.
Fix: If you cannot access the app, use a landline or another trusted phone to call the Fraud Assist number directly.
Fallback action: Visit your nearest NAB branch in person with a valid photo ID to regain control of your account profile. - Browser or App Errors
Cause: If you are attempting to use the NAB app to report fraud, a compromised or malicious network connection might cause the app to crash or display errors.
Fix: Switch your mobile device to a different network (e.g., toggle Wi-Fi off and use cellular data) to see if the connection stabilises.
Fallback action: Do not persist with digital channels if they are failing; call the support line immediately. - Locked Account or Access Issues
Cause: If you have already alerted the bank, they may have placed a temporary block on your account as a safety measure.
Fix: Do not attempt to bypass the block; this is intended to keep your money safe during the investigation.
Fallback action: Speak to your assigned fraud investigator to confirm what identity verification is required to lift the temporary hold.
Pro-Tip: If you are unsure whether a text or call is legitimate, do not interact with it. Instead, open your NAB app independently and use the "Contact us" feature. Calling through the app securely authenticates your identity, which saves time on security questions and ensures you are speaking directly to an official bank representative, bypassing potential spoofing risks.
Frequently Asked Questions
Q: What happens after I report fraud to the NAB team?
Once you lodge your report, a specialist investigator launches a formal inquiry into the unauthorized activity. This process can be lengthy, typically taking 6 to 8 weeks for complex digital scams, as the bank must trace the movement of funds, often across multiple international institutions. A limitation is that recovery cannot be guaranteed if the money has been moved offshore. Your next step is to wait for the bank to contact you via SMS or a formal letter with updates on the investigation progress.
Q: Can I get my money back if I was tricked into making a payment?
In cases involving scams where you personally authorised a payment, the situation is different from unauthorized card theft. The bank will investigate the circumstances, but recovery is more challenging because the transaction originated from your verified device or account. You should gather any evidence, such as communication logs or website details used by the scammer, to support your dispute. An important next step is to report the scam to the Australian Cyber Security Centre (ACSC) via their ReportCyber portal in addition to your bank report.
Q: How do I know if the caller is really from NAB Fraud Assist?
Criminals frequently "spoof" official phone numbers to make calls appear legitimate, even making them show up in your existing NAB SMS thread. The bank will never ask you to share your passwords, PINs, or security codes, nor will they instruct you to transfer money to a "safe account." If you have any doubt, hang up immediately. You can always verify the request by calling the bank back using the official number from the back of your card or the NAB website.
