NAB apologises to customers for not getting ‘the money bit’ right
National Australia Bank (NAB) has apologised to its customers for not getting “the money bit” right after a server failure on the weekend that left business customers unable to take credit card payments.
Posting a full page apology in The Australian and The Daily Telegraph today, NAB said: “Our promise to our customers is to be about more than money. Inherent in that promise is the expectation that, as your bank, we get the fundamentals (the “money” bit) right. On Saturday we failed to do that.
NAB’s full apology
“Many of our services didn’t work for several hours because of a nationwide NAB outage. This affected and deeply inconvenienced many of our customers and others just trying to get their Saturday shopping done. We’re truly sorry this happened and apologise,” the apology continued.
The bank has agreed to compensate those businesses who lost money as a result of the outage stating when things go wrong NAB will “always make it right”.
NAB repositioned to its ‘More than Money’ brand platform in 2016 with the aim of shifting its focus to its consumers.
This year, the bank used its brand platform to encourage Australians to ‘Talk to Yourself More’ and ask yourself what they really want out of life.
The full apology:
“Our promise to our customers is to be about more than money. Inherent in that promise is the expectation that, as your bank, we get the fundamentals (the “money” bit) right. On Saturday we failed to do that.
“Many of our services didn’t work for several hours because of a nationwide NAB outage. This affected and deeply inconvenienced many of our customers and others just trying to get their Saturday shopping done. We’re truly sorry this happened and apologise.
“To our business customers who lost money s a result of this outage, we’re committed to compensating you for your loss.
“Please visit nab.com.au/outage so we can make things right.
“We’d like you to know we’ve found the cause of our outage and have acted to prevent that particular problem happening again.
“We know sometimes things can go wrong. But, if they do, our commitment is that here at NAB, we’ll always make it right.”
Andrew Thorburn
Chief Executive Officer
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LOL, when are they going to apologise for everything that’s coming out in the royal commission?
“More than money” is such a tone-deaf tagline.
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Agencies hell-bent of doing great creative are the last thing banks need right now but……’want to’ is not ‘will’
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