A recent conspiracy theory claiming that National Australia Bank (NAB) would freeze customer accounts if they made “mean” comments on social media has been spreading across various online platforms. This rumor, which resurfaced on social media channels like Facebook and Threads, has caused significant concern among NAB customers, leading to public outrage and confusion. The theory falsely suggests that NAB is scrutinizing online behavior and penalizing individuals for their social media posts.
However, the bank has clarified that the allegations are based on a misunderstanding of a policy change implemented to prevent financial abuse, not a broad crackdown on customers’ online activity. NAB’s official stance has reassured customers that the bank will not freeze accounts for merely expressing opinions or comments on the internet. This clarification comes after the theory gained traction despite being rooted in inaccurate claims.
Origins of the Conspiracy Theory
The confusion surrounding NAB’s policies began when the bank updated its terms and conditions a couple of years ago. In an effort to protect customers from financial abuse, NAB introduced provisions that allowed the bank to freeze or close accounts engaged in “unacceptable conduct.” This change was specifically aimed at preventing abusive transactions, such as sending harmful or offensive messages through payment reference sections, often associated with financial abuse.
NAB’s Head of Customer Vulnerability, Michael Chambers, explained two years ago that the policy was designed to block offensive and abusive messages being sent through financial transactions. At the time, Chambers emphasized that the bank was blocking around 15,000 abusive messages every month, with the goal of protecting innocent people from harm. This was part of NAB’s broader effort to ensure financial safety and to put a stronger focus on identifying abusive behavior.
The Misunderstanding: Social Media Comments and Account Freezing
The recent resurgence of the conspiracy theory falsely claims that NAB would freeze accounts simply for making “mean” comments online. Many social media users expressed outrage, with some saying they would close their accounts if the bank were to engage in such practices. One social media user remarked, “If the NAB is going to scrutinize your social media accounts, it means they have too much time on their hands. I would close my account if they did that.”
Despite the theory’s popularity, NAB has made it clear that the new policy is not concerned with people’s social media posts unless they are directly tied to financial abuse. NAB spokespersons have reiterated that the bank’s actions only apply in cases of financial misconduct and are not linked to users’ personal or social media opinions. The bank has also stated that its customers’ accounts will not be frozen for simply expressing negative or “mean” views online.
NAB responds to wild conspiracy theory about customer accounts being frozen: 'Mean' https://t.co/or73cp54Nx
— Yahoo Finance Australia (@YahooFinanceAU) July 21, 2025
The Real Policy Change: Protecting Customers from Financial Abuse
The confusion largely stems from a legitimate policy update made by NAB in response to rising concerns about financial abuse. According to the bank, unacceptable conduct refers specifically to abusive or harmful behavior conducted through financial transactions. The idea is to stop perpetrators from using payment systems to send offensive messages that could harm others. This includes things like sending derogatory comments or threats within payment descriptions, which had been a growing concern.
NAB’s policy aimed to address these issues head-on by blocking these types of payments and even freezing accounts if necessary. The bank had clarified at the time of the policy change that the new measures were designed to protect the most vulnerable customers and were part of its broader strategy to combat financial abuse across the industry.
Other Australian banks have implemented similar policies in an effort to reduce the impact of financial abuse, though many customers may not be aware of these initiatives. As such, the confusion surrounding NAB’s policy underscores the importance of clear communication between financial institutions and their customers.
Social Media Misinformation and Its Impact
The viral spread of misinformation about the NAB policy change is a reflection of broader concerns about the influence of social media rumors and conspiracy theories. As this incident demonstrates, unfounded claims can quickly gain traction, often leading to confusion and unnecessary panic among customers. In this case, the incorrect information about NAB’s policies spread quickly across Facebook and Threads, fueled by users misunderstanding the purpose of the bank’s actions.
While NAB has since clarified its position, the false narrative persisted and led to significant public confusion. Such situations highlight the need for financial institutions to not only implement policies but also ensure that those policies are well-communicated to customers. A clearer understanding of bank policies can help prevent unwarranted fear and misunderstanding in the future.
