Manage Accounts FAQs

Sometimes issues arise with credit and debit card transactions. If you recognise the business or retailer, the first step should always be to contact them directly to discuss. The types of transactions to follow up on directly with the business or retailer are:

• You cancelled a reservation within a business or retailer's cancellation period, but were still charged
• You provided your details to a business or retailer and have been charged without your consent
• A refund or credit has not been processed, or has been processed as a purchase
• The transaction amount differs to what your receipt states
• You cancelled a regular payment but were still charged
• You were charged multiple times for the same purchase
• Goods are not as described or not received
• Services have not rendered
• Merchandise is defective

If the business or retailer is unknown, unable to be contacted, or if you cannot come to an agreement within a few days, you should lodge a dispute with us via phone, in branch, Internet Banking or Mobile Banking.

The credit card dispute must be within 30 days of the recorded date (statement) of the transaction.

You can dispute a transaction as far back as 90 days.

You can dispute all (Debits & Credits) posted transactions. Card authorisations cannot be disputed.

An administrative fee of $10.50 will apply if the transaction is found to be valid or if the dispute has not been cancelled within 7 days of lodgement.

You can lodge up to 3 transactions at a time. Multiple requests can be made.

To cancel your dispute call us on 1300 304 040 (option 2).

Within Internet, Mobile and Tablet Banking you can change your daily ATM and EFTPOS cash withdrawal limit for most credit and debit cards. Your daily limit is the maximum amount of cash you can withdraw from any of your debit or credit cards on any given day. You can change the daily limit to any amount between $0 - $2,000.

The daily limit can be changed for most credit and debit cards except for Corporate and Business Vantage Credit Cards, Freedom Cards, Corporate Debit cards, Heritage Debit cards and corporate accounts.

Manage your daily withdrawal limit (up to $2,000).

The maximum daily limit is $2000.

The minimum daily limit is $0. Which means no cash can be withdrawn on the card.

Please also note that $20 is the minimum amount that can be withdrawn from an ATM.

If you can’t see one of your cards please call us on 1300 555 203. For some cards and accounts this daily limit can only be changed by calling us.