NAB issues full page apology in News Corp papers

Lindsay Bennett
By Lindsay Bennett | 30 May 2018

The National Australia Bank (NAB) has issued full page apology ads in News Corp newspapers following a server failure on the weekend that left customers without access to their bank accounts.

People across Australia were left without access to the bank's mobile application, ATMs, EFTPOS and online banking services for six hours due to a “technical glitch”.

Running in The Australian and The Daily Telegraph today, NAB CEO Andrew Thorburn admitted fault and apologised to its customers.

“We know sometimes things can go wrong. But, if they do, our commitment is that here at NAB, we’ll always make it right," he said.

The statement agreed to compensate those businesses who lost money as a result of the outage, promising NAB will “always make it right".

Pushing its 2016 positioning, NAB said it promises to be "more than money" but failed to do so over the weekend.

The full-page print apology was a tactic taken by Facebook earlier this year, which ran ads apologising for Cambridge Analytica.

nabThe ad running in News Corp papers today

“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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