NAB staff in Melbourne branches said after the media reports, tellers have been instructed to accept payments for credit cards again. “They have backflipped for sure,” said one person familiar with the policy who could not be named because they were not authorised to speak publicly.
Other staff were blamed for misunderstanding the instructions from NAB senior management. “Please note we need to review our messages as some have missed the intent to assist customers,” one emailed dated February 24 titled “update to credit card payment messaging”.
NAB retail executive Krissie Jones posted a message on an internal NAB platform referencing reports. “The intent was to empower and educate customers on the many additional credit card repayment options available to them … Many of you will have seen or heard some media coverage about this over the past few days.
“It was never our intent to completely remove payments in branches for credit cards … We have reviewed the messaging provided to teams to be clearer and better aligned with the original objectives of the initiative.”
Ms Jones then apologised to staff. “I know many of you worked hard to roll this change out because you were asked to…We need to do better at this, we haven’t delivered on our original intent and I’m sorry for the confusion and frustration this may have caused you and our customers.”
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