The National Australia Bank has rejected claims it has ordered branch staff to refuse to accept credit card payments over the counter.
The Finance Sector Union says from February 21, branch customers will be told to go to a post office to settle their credit card bills if they want to pay over-the-counter in what it claims is a “new low” for consumers.
Alternatively, customers would be “educated” on how to pay credit card bills online via the bank’s web platforms.
However, the NAB says the claim is incorrect and the bank will continue to take credit card payments over the counter in branches.
“Any suggestions otherwise are wrong,” NAB Group Executive Personal Banking, Rachel Slade said.
The union’s national secretary, Julia Angrisano, said a policy to ban over-the-counter credit card payments would aim to reduce foot traffic to NAB branches, reduce bank worker jobs and ultimately shut more branches.
“This is an outrageous bid by NAB to block its customers from using branches for a common transaction many older people make,” she said.
Ms Angrisano said there is no reason for the bank to target credit card payments other than to force customers onto digital banking.
“Telling NAB’s customers they can’t pay credit card bills at the branch represents a new low for consumers and will disadvantage older people who do not have the same level of digital literacy as younger customers,” she added.
“This is a very poor decision by the NAB’s management that will generate anger among customers and will clearly cost jobs and lead to the closure of more branches.”
However the NAB said those who want to continue paying off their credit card over the counter can and that the bank is simply helping customers understand their options.
“I want every one of our customers to have a simple and easy experience banking with NAB. That’s why our branch teams are showing customers additional ways to repay their credit cards,” Ms Slade said.
“These are options that can save them the time of coming into a branch, like Internet Banking, the NAB app, NAB ATMs and direct debit. You can even use one of the 3500 Bank@Post outlets if it is easier for you.”
Ms Slade said the NAB is adapting, as more than 94 per cent of customer interactions were now via phone, video or online.
“Many of our customers have been pleased to learn a new way to pay their card and save some of their time,” she said.
“We will work with our bankers to make sure this is always communicated clearly as additional options, not less.
“We are sorry that some of our customers have not had a positive exxjmtzywperience or the experience we intended.
“We believe in providing inclusive banking services and we continue to help customers bank in a way that’s convenient for them.”
