"I had the worst banking experience of my life with NAB. I opened an account online for my wife, and she installed the mobile app but couldn't use Apple Pay until the physical card arrived or customer care was contacted. Reaching customer service was nearly impossible. After a week, the card arrived and was activated, but within two days, access to the account was blocked without any communication about why.

When we contacted customer care, we were told to visit the branch. We went to the branch for three consecutive days, spending hours waiting each time. The unfriendly staff called the Melbourne call centre, making us wait for an hour, only to be told they couldn’t help because Melbourne's office hours were over.

I asked for identity verification, but why did we need to visit the branch three times? Why couldn't the bank staff handle the issue themselves? If the branch has to wait for Melbourne call centre staff, NAB should consider closing its branches in WA. I requested to close the account and get my money back, but they haven’t done that either.

This is the most useless and worst banking experience I’ve ever had. NAB must learn to respect customers’ time and rights. Don’t block anyone's account without informing them. NAB has no right to withhold a customer’s money."