NAB - Rouse Hill, New South Wales

A F.

We had a great experience setting up accounts with NAB Rouse Hill. Dylan/Dillon (sorry unsure of spelling) was very helpful and was great at managing competing priorities at a very busy time. Everything was done with patience and a smile. After getting the runaround from another bank we were so pleased with the service at NAB Rouse Hill. Thank you Dylan/Dillon for making it such a smooth process, and to Nita for helping out as well.

L S.

I was helped in setting up accounts for my kids but then when trying to activate my online banking in store (she linked my kids account to an account I don’t access via online banking) the female employee said that the number showing up for security purposes (the ‘we’ve sent a security code to number ending in 175’ text, which isn’t the last 3 digits of my number) is a ‘dummy’ or ‘fake’ number and that it can take 30 mins for it to register. After trying multiple times and hours later, I rang NAB. They informed me that they don’t know why I was told it was a dummy or fake number, but that rather a number of accounts experienced some sort of technical difficulty and she provided a work around. She said that all branches should know this. Then after finally getting onto the correct web address for activation, she tells me that my account hasn’t been set up correctly and that I’ll have to return to the store for them to fix it. When I asked what was wrong, I was told ‘it is internal, so I can’t tell you and they’ll see it on your account when you go back’. I already spent over an hour in the store today and showed every document that is in my possession to prove who I am. I ain’t going back!

Randy P.

Rudest staff ever & being NAB, it's not surprising! Been long standing customers for over 12 years since 2012 and have occasionally experienced the typical arrogant behavior which is synonymous with NAB as per many other customers. When I went to withdraw $10K on Thursday 3/10/2024, the teller (Sophie) asked me to move to the next queue saying it's a big amount despite me standing in the queue for 15 minutes. However, after serving few other customers, she asked me to move again to the same queue when I asked why she did that? Without answering, she asked the reason for withdrawal for which I said "personal". Then she asked if I am withdrawing under duress or pressure from somebody which was weird. So, I asked why would the bank want to know the reason for the withdrawal when they don't ask same when we deposit? Also, I asked why she asked if I am withdrawing under pressure, and she said it's for my personal safety. I told her that this is the first time that I was asked such a silly question and what is the safety she can ensure once I walk out of the branch with money in my hand? All this was happening whilst the branch manager NITA MAHARAJ was watching. Infact, I asked Nita as to what these silly questions are? IF THE BANK DOES NOT ASK US THE REASON FOR DEPOSITING, THEN WHY DOES IT ASK THE REASON FOR WITHDRAWING? Anyways because of my reluctance to respond to their stupid questions, they kept me standing for 30 minutes from the time entered the branch at 2.15 pm to 2.45 pm, just to withdraw my own money. NAB staff thinks that they are doing us a favor by letting us have our own money. Anyways, the branch manager Nita Maharaj whom we knew as an officer for 10 years ago, before becoming a manager is an utterly useless and inefficient person who should be moved out of this branch ASAP before NAB loses more customers. We will be moving our portfolio elsewhere very soon. LOOK AT ALL 1 STAR GOOGLE REVIEWS WHICH AUASTRALIAN CUSTOMERS OF INDIAN SUB-CONTINENT ORIGIN HAVE GIVEN ABOUT THE STAFF AT NAB ROUSEHILL! Will be reporting directly to NAB CEO, Andrw Irvine with screenshots of all 1 Star (Lowest / Negative) Google reviews to assess the level of their customer service and care 🙁

arthy J.

Absolutely terrible customer service!

I recently visited NAB Rouse Hill branch to open a new account. Since i had trouble opening account online. Despite being told the wait would be 10 minutes, I ended up waiting for over an hour. When I inquired about the wait time, I was met with a rude and dismissive response.

After providing my details to be contacted for follow-up, since they did not have time to serve me even after an hour of waiting, I never received a call or message. This is unacceptable customer service.

I expect better from a reputable bank like NAB. I hope they take this feedback seriously and improve customer service standards.

Nabil H.

Neelu is the best!
I had a bad experience with NAB. They blocked my account when I was overseas. I was planning to close my account and switch to another bank. I was also worried when I saw the negative reviews, especially about Neelu. But she is very helpful and caring. She was very friendly and she spent around f 20-30 min with me till all my issues were resolved. Same week, I had additional 2 transactions with this branch, and another colleague helped me in an excellent manner. Unfortunately, I didn't memorize her name. But only because of those 2 I gave high rating. Thank you both 🙂

Hou E.

Walked in there around 3pm. Simply wanted to activate my new business bank card. Got told they can’t do it!!!! The woman (Neelu) who we spoke to was so rude and absolutely didnt care about customer service. She told us we have to call NAB customer care.

Then I spent next 20 mins on the phone with NAB customer care on the phone. Got told a totally different answer. “Any branches can activate new card!!”

Then we spoke to another staff member, her name is Jin. She activated and helped us set up new pin within 5 mins.

What a terrible service!!! This lady is definitely needing more training, probably start learning some manner, especially in front of kids!!!

If you are in a customer service role. If you don’t even want to help. Then it’s not a right job for you!!!!

Divya J.

What a terrible banking experience! We waited to meet the loan guy(not mentioning the name) for 15mins which was alright with us as we walked in. We then spent atleast an hour explaining everything, finding all account details, filling and signing forms, only to find after almost 2 weeks that nothing was actioned and he just says sorry for the inconvenience. He asked us to come again on Friday and do the same thing all over again with another person 🙄

Rita L.

I never see a woman staff like Neelu , she’s so rude,unbelievable！
I can’t believe how can she work this public service. I arrived there with my brother in 12pm during my lunch time to open a NAB bank card. After 50mins I did all the things and last step she told me I cannot verify my identity, I have to call the number.
One hour and half later, online service told me I can verify all the branches! I told Neelu, she said she cannot do anything,i have to call again.
Why she work here? Look at the star reviews! Neelu, U did so good job make the branch worse and worst!!!