NAB refuse to pay grant for flood affected Lismore resident Louisa Chambers

After releasing a statement promising a flood payment grant for NAB customers, the major bank refused to pay out. Here’s why she was refused.

Louisa Chambers, a NAB customer for over 40 years, was devastated when her house in South Lismore was damaged during the floods.

She was delighted when her bank of choice released a media statement on February 28 stating they had support available for NAB customers including a $1000 emergency cash grant for those impacted by floods.

“I was so happy with what NAB were offering. I had two home loans with them, three accounts – credit cards … they’re my bank,” Ms Chambers said.

Louisa Chambers and her partner Richard Maguire were rescued off their roof from their home in Lismore. Picture: supplied

As it happened – this was only a temporary offer.

Ms Chambers spent March and April fixing her property, removing the mud, draining water, fixing her plumbing and electricity while also working in the emergency department of the hospital. During this time the assistance offered by her bank expired.

“It must have been a publicity stunt,” Ms Chambers said.

As Lismore's NAB branch had flooded, she hadn’t gone to claim the grant until April 14, by which time the bank teller told her they were “no longer doing it”.

This was just two weeks after the second Lismore flood.

“I was astounded. I may have had a tear at the counter,” she explained.

Ms Chambers said the NAB workers apologised and filed a complaint on her behalf.

They attempted to call her back – to which she was unable to reply.

She was told later they were not allowed to leave a voicemail.

Lismore local Louisa Chambers felt let down by NAB. Picture: Toby Zerna

She then received an email stating her complaint had been finalised and she “didn’t fit the criteria”.

“It’s like saying, here’s a carrot on a stick, but you can’t get it,” she said.

Ms Chambers and potentially many other NAB customers who have been through a disaster, were rejected at a time when they were already emotionally beaten.

“I’m still facing hardship – there was never a mention of a cut off date.”

“It’s playing with people's emotions. It’s terrible,” she said.

Louisa Chambers works at the Lismore Base Hospital in emergency care. Picture: Toby Zerna

Ms Chambers was told today by NAB that the cut off date was 14 March, 2022. However, this information is not stated anywhere.

NAB also told her she didn't fit the criteria again yet didn’t disclose what the criteria was.

“It’s immorale.”

They suggested she file a complaint through the Australian Financial Complaints platform.

“I want to know why they didn’t make the criteria clear at the beginning and why it’s being treated like a state secret,” she said.

Her property wasn’t flood insured and she’ll need to spend tens of thousands on repairs and buying new appliances.

“I want to go to the bank and tell them I don’t want to be their customer,” she said.

NAB Group Executive for Personal Banking, Rachel Slade said the bank “provided support to more than 3,300 customers, including $1,000 grants, to help those affected with immediate assistance to cover costs such as temporary accommodation, food and clothing”.

UPDATE: As of 26, May 2022, NAB have now paid Ms Chambers.

Ms Chambers said “she couldn’t believe it”.

“They phoned me and apologised, and said the money would be paid into my account today,” Ms Chambers said.

She was told by NAB that there are circumstances that let them work outside the criteria.