Remediation for NAB home loan offset account customers
The following statement can be attributed to NAB General Manager for Home Lending, Meg Bonighton:
In February 2017, NAB commenced a review into how it processes offset account requests for customers who apply for a home loan through a Broker, looking back to 2010.
This review found that some customers may not have had their offset account correctly linked to their home loan, and that these customers may have consequently paid additional interest.
We sincerely apologise to our customers for this, which was due to administration errors.
All of the customers identified through this review with an open account have been contacted and received refunds. They represent 0.73% of the total number of offset accounts established through our Broker channel since 2010 (approximately 178,000).
NAB advised ASIC about this matter earlier this year, and, over the past 12 months, has implemented a number of measures to improve offset origination processes, and enhanced the ability for customers to review their offset arrangements themselves.
If any customer has queries about their home loan and offset account arrangements, they can contact us on 1800 152 015.