NAB takes action to stop abuse in payment messages this holiday season

• NAB recorded its highest-ever week of abusive transactions from 16-22 December 2024, 18% higher than the annual weekly average.
• NAB’s blocked more than 580k abusive messages from being sent with digital payments since 2022.
• The bank can close NAB accounts that send abusive messages.

As Australians gear up for the festive season, NAB is reminding customers that a bank transfer should never be a vehicle for abuse.

December is consistently one of the worst months of the year for abusive payment messages, with blocked messages in electronic payments rising around 7% above the monthly average of 14,000, new NAB data shows.

The week leading up to Christmas in 2024 was the most abusive on record, with 3,926 blocked transactions between 16-22 December, 18% higher than the annual weekly average.

These messages appear in the ‘payment description’ field, where individuals attempt to send money with harmful or offensive language - typically small amounts less than $1. NAB’s systems automatically intercept abusive content in digital payments made through the bank’s mobile app and internet banking.

NAB Customer Services Executive, Jocelyn Turner said the blocked payment messages contained threats, profanities, or harassing language intended to intimidate or control customers.

“No one should have to receive harmful or abusive messages disguised as a bank transfer. It’s cruel, and we’re stopping it,” Ms Turner said.

“The holiday season should be about connection, not control. If someone misuses our systems, we’ll act quickly to shut it down.”

NAB actively blocks over 1,300 offensive words and phrases and continually updates the list to stay ahead of emerging threats. Seasonal trends show language linked to money, gifts, and family disputes appearing more frequently in December.

Notes:

• The NAB Care team speaks to more than 700 customers a day needing support, including victims of domestic and family violence, and financial abuse.
• In 2023, NAB updated its terms and conditions to make it clear: if someone uses their NAB account to send abusive or threatening messages, the bank can block transactions or even close that customer’s bank account.
• NAB offers support to individuals who have experienced abuse through a range of initiatives:

- Our Extra Care specialist team can support customers to safely manage their banking. This can include completing a banking safety review, individual account set up and financial hardship assistance

- No Interest Loans (NILs) to support people who have experienced domestic and family violence

- Referrals to support services, including Uniting CareRing, TELUS Health, Ask Izzy, 1800Respect, WIRE, Relationships Australia, and other support assessed on case-by-case basis.

• Both language and financial abuse evolve with time, and our specialist team regularly reviews this process as part of our efforts to combat abuse and support victim-survivors.
• Changes to the relevant terms and conditions came into effect in November 2023.
• The updates to NAB’s policy have been informed by the paper ‘Designed to Disrupt’, authored by Catherine Fitzpatrick, founder of Flequity Ventures, and supported by the Centre for Women’s Economic Safety. The paper focusses on improving the economic safety of women through the design of product and services.