NAB Mornington Branch 107 Main Street Mornington

I brought my daughter in to open a new account as she's just turned 14, we were assisted by Krystle who was absolutely amazing!!! My daughter is autistic and struggles to communicate with strangers, but Krystle was so gentle and kind with her, explained how her account can be accessed and helped her set up the app on her phone!! I would highly recommend anyone looking for assistance to ask to speak to Krystle, she's fantastic!!

Absolutely appalling customer service. Went to show ID for a teen account and older staff man had no clue what to do. Did not communicate with us once, as we waited for 25 minutes for any acknowledgment and he still had no idea what he was doing. Took every bit of joy out of teen opening first bank account. Can understand why branches are closing if this is what happens in branch

My grieving mum visited yesterday to ask questions about my Dad’s accounts after his recent passing. She was ignored for 10 minutes while others in the line were addressed, and then gently asked a ‘concierge’ staff member ‘do you have someone I can talk to about my husband’s funeral invoice?’ and was met with ‘hop in the line!’ Mum asked if she could talk a bit more privately in an office, because it was so personal, but was told ‘it’s a transaction it can be done at the counter’. The staff member, seeing that mum was now crying, did eventually say ‘come on in’ to one of the offices. By this stage, Mum was so hurt and visibly upset by the lack of empathy, that she managed to say she now needed to leave and go to another branch. The staff member was completely insensitive the whole time and seemed annoyed that my mum needed help. To know that someone would make my mum cry like that, right after dad’s passing, when she’s asking gently and politely for help, deeply saddens me

If you don't want to help people, just do everyone a favour and shut this place down for good. Yesterday you wouldn't let customers in the door due to a "computer error". I was sent away by a rude man as apparently there were too many people already in front of me. 2 hours later doors were still locked. On a Monday. Waited in the queue for nearly an hour today and got a parking fine because I didn't want to lose my place in the queue. Horrendous service, understaffed, signs everywhere saying, "WE ARE HERE TO HELP". The elderly lady in front of me was laughing about it. We have an appointment with Bendigo Bank in the morning. They list their local branch's phone number on the internet, and a real person answered the phone immediately. We will never return.

NAB has systemic issues that require people in head office to fix. It clearly causes so much frustration for customers. I imagine it frustrates staff too - especially when they rely on other departments to pick up the phone. I’ve had a lot of trouble with the Identity Protect team who make life and business as difficult as possible. - Never fully resolving issues. Recently, I received exceptional service from Indy at Mornington. Honestly, six stars to her. She followed through on issues that I’ve had trouble with the bank for years and got things fixed within a few days. I finally have a debit card!! She also followed up by phone with me and left me a message. Of course, I cannot call her back to say thanks because NAB systems are so inhuman. However, I think she will see it here. - *Thank you, Indy.* And also thank you for referring me to a business banker. - something I haven’t had for about ten years. I may just keep my banking with NAB if the systemic issues don’t ge