NAB staff at Melbourne branches said after media reports, cashiers were instructed to accept credit card payments again. “They backtracked for sure,” said a person familiar with the policy who could not be named because she was not authorized to speak publicly.

Other staff members have been accused of misunderstanding instructions from NAB senior management. “Please note that we need to revise our messaging as some have lacked intent to help customers,” an email dated Feb. 24, titled “Credit Card Payment Messaging Update,” sent.

Krissie Jones, NAB’s head of retail, posted a message on an internal NAB platform referencing reports. “The intent was to empower and educate customers on the many additional credit card repayment options available to them,” Ms. Jones said. “Many of you will have seen or heard media coverage of this over the past few days.

“It was never our intention to completely eliminate in-branch payments for credit cards… We have revised the messaging provided to teams to be clearer and better aligned with the original goals of the initiative. “

The Business Briefing newsletter features top stories, exclusive coverage and expert opinion. Sign up to get it every weekday morning.