NAB branch

Ms. SHUM is an asset of NAB, and Edward is also supportive. I appreciate this branch and believe it's important to express our gratitude to Shirley and her team. I plan to find a time when I will not too busy to write a formal complimentary letter acknowledging their excellent service. Thank you once again!

Outstanding customer service! Was very stressful about my account being blocked, thank god the staffs at top Ryde they are care about their customers didn’t send me back with excuses, the girl at the counter was really trying to help. Very satisfied with Top Ryde branch, changed my view of NAB customer service due to other unpleasant experience. Thanks

If there is more than 5 stars, I will give it full - credit to Shirley.
But only 2 stars for other staff.
Shirley was able to get things done straight away and help me while others can't and I had to make a few trips to the bank. Hence my scoring.

Shirley has been the most helpful and knowledgable staff amongst all other NAB branches I went to. She was very attentive and able to root cause effectively a problem and solve it. Above all, she is very professional, treat you with respect and with a smile. She sincerely is there to help the customers.

I could see that she handles all other tough enquiries very well and was able to solve customer's issues and everyone walked out of the branch happy with her service.

We need more staff like Shirley, she should be a role model for others. I hope NAB improves and train their staff as it is very frustrating walking into NAB branch to speak to the representatives.

I don't see any point of triaging at the bank. It's just like someone greet you while you are in the queue, appear to try to help but not done anything at all.

Worst of all the guy who was triaging, supposedly the manager, looses focus, got bored and at some point even appear sleepy.

Almost 100% of walk-ins were directed to the service counters anyways. Everyone seem to be able to queue up just fine without the triage when the person was on break. So what's the point?

Great customer service experience. Chieko helped with opening bank accounts for my 3 children and patiently answered all our queries. I would go back to her again for any other queries in the future.

Customer service was great! Great start to my nab journey as a first time customer. Edward and his team work very well together.

Ps the branch is in the shopping centre and not outside anymore!

Now I understand why the review is so bad here. They supposed to send my new card to other branch where I live. However, they didn't do their job and my card has expired. I had to come to this branch to get my new card. On the envelope of new card, I even saw a note 'send to Carlingford' but they didn't send it. I was so frustrated and they didn't care at all. Also I asked them 2times, why my card is here, but they just ignored my question. Terrible customer service ever.

The review here are not wrong. Opening time is 9.30am and still closed at 9.50am. I have been a business customer of NAB for years but they have lost care for all their customers.
I will be taking all my business elsewhere and so should everyone else.
Typical disgusting behaviour from a publicly listed company with no accountability. It's just as bad as Tesltra!

Deposited a cheque here, under staff guidance.
It has been presented into someone else's account! Not mine!
No one has called me back as i was advised, its been 8 days.

When i asked the staff about depositing the cheque the answer i was given was "it might work, it might not". Now i have a lost CASH cheque somewhere from over a week ago and no answer.
NAB tell me they have no record of it.

Absolutely disgusting. This branch deserves no star rating. I am a business owner in Top Ryde and the first thing I've learnt is to meet and greet, smile and deliver amazing customer service. NOT HERE!

I went into NAB bank branch in Top Ryde today to do my usual errands. Only to realise the change machine Was out of notes.

Then I went into the bank to queue in line as there was only 1 person waiting. The tellers did not knowledge that we were waiting for over 10minutes and didn't say we won't be to long. As you would.

10minutes past with 3others added to the queue. Still no knowledgment from staff members.

I do understand dealing with customers on the spot and having people waiting can be overwhelming but a simple knowledgment goes along way.

As a business owner I dont have alot of time to wait and im sure others agree.

Some advice for you. Have more people on on the floor to assist and open a tellers for businesses

I am a NAB customer.
Today I went to deposit a cheque into my account and was refused service and told I needed to go to an ANZ branch to deposit it because the cheque was from ANZ.
I knew this to not be true so instead I went to a different NAB branch who deposited it immediately.
This is the 2nd issue I’ve had with this branch demonstrating total incompetence.
No issue with NAB itself but avoid Top Ryde’s branch.

Two years ago I went in to get a mortgage. I was served by Jenna Fan. Throughout the application process I was constantly confused by her numbers.
I kept on checking her information with her and confirming that all was ok. She repeatedly said everything was fine.

I was given a pre approval and told by her a day before the auction that it was fine to bid even though the full approval had not come through. We budded and won the house. The bank then didn’t approve our loan after we placed a 5% deposit on the property.
There were issues with my husbands application. That was finally sorted and paper work sent through.

The bank never got back to us and we forfeited the sale and lost the deposit because of their guidance.

Upon a complaints procedure and two ombudsman tribunals no fault was found with the bank. The bank had lied about a meeting my husband and I attended 2 days prior to the auction with our ‘signatures’ on documents stating we understood the terms. We never attended such a meeting and have pay slips to prove we were working that day.

Jenna also denied ever phoning me a day before the auction giving me the go ahead to bid. When I asked for the branch’s phone recordings I was told that they don’t do that.

Due to no communication with the bank after handing in relevant paperwork that they asked for to make the loan go through, we packed up our home and placed belongings in storage and moved into my parents. We thought the situation was resolved.

One week to settlement we phoned the bank to check we were on course to settle and they told us there was no loan. We had no idea.

The bank paid for our storage and gave us $500 to tide us over as our savings had been used for the deposit but did nothing to help us get the loan across the line.

No communication no apologies nothing. We lost our deposit -9 years savings! And now we are renting trying to recoup that loss.
Totally uncaring, made up lies and could not even care to inform us that there was something wrong with the application after we thought we had solved the problem.

Two years later I am still dealing with this. 9 years of savings for a young family. For a huge profit making company, that’s 2 hours trade.

Very un Australian.

Be very very very careful when dealing with NAB representatives. They’re not professionals working for your best interest but their own.
And what’s worse the don’t care and have no conscious.
Ps the 1 star is only because I can’t give zero stars

I personally love the bank nab but this branch in particular was rude to my grandfather who was doing something to help me i am a full time 20 year old working 9-5 as your hours do not fit in with my schedule i’ll have to send someone up everytime i have an issue that needs to be fixed with a person might be time to get a new manager signed a very upset customer

Worst customer service ever! Went in to open up a personal account and Shirley or Shelley turned me away because it takes 40mins to open up a new account and it was close to her 'lunch break' and it was inconvenient for her to do her 'JOB' that she is getting paid to do. I waited in that line for over 10mins with a 8 month old baby and spoke to her for another 15mins and wasted 25mins in there waiting and being told that she didn't want to do her job. I also asked if this was the policy to turn away customers wanting to open accounts because it took too much time and she said it wasn't but she couldn't do it because it took up too much of 'her time' and asked me to go to the Macquarie branch. I want someone to get back to me on this matter asap and explain to me why I was given disgusting customer service.

Branch is located inside the shopping centre. Was served pretty quickly by the staff member. She was helpful and friendly. Happy with the experience.