General FAQs

724 100

Mistaken internet banking payments that have transferred funds to an incorrect BSB and/or account number can be reported by phoning us on 1300 362 216 during business hours.

Direct debits processed using a BSB and Account Number can be cancelled at any time by contacting the debitor directly, or by calling us on 1300 362 216 during business hours. 

If we are cancelling the direct debit for you, you should still contact the debitor and inform them as well. Please ensure you provide notice of the cancellation at least 2 business days prior to the next payment date, to ensure the request is processed in time. 

Deposits (Cheque and Internet Banking) over $2M are subject to acceptance criteria and negotiation.

You can deposit a cheque at our branch, by posting it to us or at a Bank@Post outlet.

If you are depositing a cheque at our branch or by posting it to us, please allow 3 business days for the cheque to clear once received by MOVE Bank. If you are depositing a cheque using Bank@Post, please allow 7 business days for the cheque to clear.

We have developed policies and processes to assist members who are experiencing hardship. If you are having difficulty meeting your financial commitments please contact our Credit Control Team as soon as possible – not only will acting quickly help you get back on track faster, it will also help manage the stress that goes with worrying about your finances.

If you are having trouble meeting your financial commitments please contact our Credit Control Team as soon as possible on 1300 362 216.
 
We may request you complete a Statement of Financial Position and additional information such as:

• Payslips

• Bank statements

• Medical certificates

• Written confirmation of arrangements with other creditors

• Letter from Centrelink

If you have CGU Essential Cover Loan Repayment Insurance please contact CGU Insurance to make a claim.
 

If you have a complaint about any MOVE Bank product or service, please contact us on 1300 362 216 during business hours, or in writing to GPO Box 648, Brisbane QLD 4001.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Forms and brochures are available under Support>Product & Membership Documents.