Frequently Asked Questions

The issuer and credit provider of your Coles Personal Loan  has changed from Citi to NAB.

This won’t change the way you use and manage your account or card, or the way you make repayments. The features, benefits, fees and charges relevant to your account will not change as a result of this.

This happened on 1 June 2022. 

No, your terms and conditions have not changed.

Where you previously saw Citi as the issuer and credit provider, this is now NAB.

Yes, Citi’s privacy policy changed and NAB’s privacy policy now also applies to your account. The Coles and Flybuys privacy policies will also continue to apply.

You can review the Citi Privacy Policy here.

You can review the NAB Privacy Policy here.

You now have the protection of Coles and Flybuys privacy policies, NAB’s Privacy Policy and Citi’s Privacy Policy ensuring your information (including your personal, sensitive and credit-related information) is handled safely. The policies also set out how to request access to or seek correction of your information or make a privacy-related enquiry or complaint.

Citi, NAB and Coles may collect, use, exchange and disclose your personal information in accordance with the Privacy Collection Statement that will apply from the transfer date and their respective Privacy Policies.

You don’t need to do anything, as these changes applied from 1 June 2022.

No, there is no cost to you associated with the transition. 

No, there will be no immediate changes other than the change of issuer and credit provider arising out of the transition to NAB.

NAB will review the products and services it provides regularly (including the Coles Personal Loan) and may make further changes as part of this process. If there are any changes in the future you will be notified about them as required.

From mid May 2022 onwards customers were advised of the changes via either email or letter.

No, your card features and benefits did not changeas a result of the transfer to NAB.

No, your interest rate and fees did not change as a result of the transfer to NAB.

No, any complimentary insurance associated with your product is provided by a third-party insurer, and not by Citi or NAB. The terms of the policy will stay the same, except any references to Citi have become references to NAB. 

No, your earn rate and points balance are not affected by the transition.

No, existing Instalment Plans or Balance Transfers are not affected, and you will continue to receive the same rate over the agreed term.

Yes, you can continue to use your current card.

No, you will not receive a new card or PIN as a result of the transfer.

Yes, you will still be able to use Apple Pay and Samsung Pay.

No, recurring transactions are not impacted by this change.

There is no change to the way you can make a payment toward your balance. Please refer to your monthly statement for full details on how you can pay.

No, your direct debits remain in place and are not impacted by this change.

If you choose to close your account, you will still be required to pay any outstanding balance owing. There is no change to the way you make repayments.

No, the way you access and manage your account(s) online has not changed.

Yes, as you use and manage your account in the same way, you'll still have access to this information. 

No, if you had an existing financial hardship agreement in place it was not impacted.

No, if you had an existing payment arrangement in place it was not impacted.

No, if you have already provided us with documents to evidence your identity and/or income you do not need to send these to us again.