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How we’re supporting you during Coronavirus

How’s UBank responding?

As always, our first priority is helping our customers while ensuring our team is safe. We’re closely monitoring the situation and taking advice from the World Health Organisation and government and health authorities.

How can I contact UBank?

We’ve implemented plans to ensure there’s minimal disruption for our customers, but it means there’s currently an extended wait time to speak to our team over the phone.

We're prioritising critical enquiries as best we can. However, we ask if your enquiry is not urgent please check out our other channels as a first point of support:

  1. Download the UBank App from your App store
  2. LiveChat via our website

We thank you for your patience during this time.

  

Need more info about coronavirus?

You can visit the Australian government COVID-19 website for the latest, or check out the World Health Organisation for updates.

Is UBank financially stable in the current climate?

As part of the National Australia Bank Group (NAB), we have the strength of one of the world’s largest financial institutions behind us. You can be confident in the strength and safety of UBank.

Is my money safe?

The Australian Government guarantees deposits up to $250,000 per person per Authorised Deposit-taking Institution (ADI) including UBank. This means that your deposit up to $250,000 with a financial institution is guaranteed by the government to be paid back to you in case that financial institution fails.

Deposit accounts held by a customer with an ADI are added together for the purposes of the Australian Government guarantee. This includes accounts held directly with NAB (as UBank is a division of National Australia Bank Limited).

e.g. If you have both NAB and UBank deposit accounts, the Australian Government guarantee applies to the combined value of these accounts.

What options are available for Home Loan customers?

We have options available to support our home loan customers through this tough time, including a Home Loan Repayment Pause for those customers who have been financially impacted by COVID-19. 

Full details can be found at www.ubank.com.au/supportingyou

Suspicious COVID-19 Emails/Text Messages

UBank is aware of COVID-19 themed emails and text messages circulating which contain malicious software, lead to phishing sites or asking you to donate money to a bank account.

The emails and text messages may purport to be from legitimate organisations, including government agencies, and request you to click on links, open attachments or donate money to a bank account. Please see two examples below.

If you have clicked on links or attachments in a suspicious email or SMS, or sent funds based on a request received from a suspicious email please call UBank on 13 30 80.

If you receive a suspicious message, do not click on any links or attachments. Please forward it to phish@ubank.com.au and then delete it.

You can also visit the Federal Government's Australian Cyber Security Centre website for more information about COVID-19 related scams.

COVID-19 phishing messaging
COVID-19 phishing messaging

Scam calls regarding release of superannuation during COVID19

UBank is aware of current scam phone calls targeting Australians. The caller may claim to be from an organisation that can assist you to get early access to your superannuation. The caller may ask for your personal and superannuation details.

If you ever have any concerns as to the legitimacy of a call, hang up and call the company back on a publicly listed number.

If you have received this type of call and have provided information about your superannuation, please contact your super fund immediately.

If you have provided personal or banking details, please contact UBank on 13 30 80.

If you receive a text message saying your superannuation fund is going to release your super, and you did not request this, contact your superannuation fund immediately.

You can also visit the Scamwatch website for more information about this scam.