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Cards FAQs

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What is the daily ATM withdrawal limit?

You can withdraw up to $1,000 cash at an ATM each day.

If you select SAV or CHQ when making purchases using EFTPOS, the value of these transaction will also be included in the daily ATM withdrawal limit.

If you require a higher limit, you can request that your ATM withdrawal limit be increased up to $2,000 per day.

To request a higher limit, download the ATM withdrawal limit change request form.

If you have a Visa Debit card, simply press CR to have access to all of your funds. Visa 'CR' transactions are not restricted by the daily ATM/EFTPOS limit.

How do I activate my card?

You will need to activate your card before you can start using it. If you’re registered for Internet Banking you can activate your card online in Internet Banking, simply select 'More Services' then 'Card Activation' and follow the prompts. Otherwise, you’ll need to return the activation slip enclosed with your PIN.

What happens if I forget my PIN?

If you have forgotten your PIN you will need to replace your card, as they come as a set.

To arrange for a replacement card, download the card request form.

A replacement card fee will apply, refer to our fees and charges for more information.

Can I change my PIN?

You can change your PIN at rediATMs that display the ‘change PIN’ option. You'll know if the rediATM you are using has this function if you see the 'change PIN' option on the screen after you've entered your PIN.

Just select the change PIN option and follow the prompts.

To find your nearest rediATM which has PIN change, call us on 1300 426 728 and we’ll be happy to help.

What should I do if my card is lost or stolen?

You should immediately contact us on 1300 426 728 to report your card lost or stolen.

To arrange for a replacement card download the card request form.

A replacement card fee will apply, refer to our fees and charges for more information.

I'm having problems using my card

If your card isn’t functioning as it should or you are having any other problems please contact us. Our friendly staff are here to help.

I didn't get what I ask for at an ATM - How do I lodge a complaint?

Unfortunately ATMs sometimes make mistakes. If you didn't get what you asked for at an ATM you will need to lodge a complaint by completing a ATM dispute form or by contacting us.

We will then lodge your complaint with the ATM owner on your behalf, and provide you with a response within 21 days.

I've been charged twice on my Visa card - What should I do?

A double charge can happen when a card is either swiped twice or, more commonly, when the card transaction is presented twice. If you have 2 of the same transactions on your account, your first step would be to contact the merchant or return to the shop where the purchase was made. If this is unsuccessful, please complete a Visa dispute form for further investigation.

Remember you should carefully review your statement every month. It is also a good idea to store a month’s statement so that it can be compared to the prior months, just in case there has been a duplicate transaction presented in the following month. 

I've been charged on my statement but I didn't received the goods - What should I do?

If you have purchased goods and they have not arrived within 30 days of your account being charged, you should first contact the merchant to resolve. If this is unsuccessful, please complete the Visa dispute form or notify us in writing the following details:

  • Details of disputed transaction (eg. date, amount, merchant, nature of transaction)
  • Expected delivery date given
  • How you have attempted to the resolve the matter with the merchant, specifying the dates of when you contacted them
  • The response received from the merchant, if any
  • Provide a copy of the invoice and any correspondence with the merchant available.

There's a transaction on my statement that I don't think is mine - What should I do?

If you don’t recognise a transaction on your account or statement, please contact us immediately with the transaction details.

We'll then provide you with more information such as the time and date of the transaction, currency and merchant, which may assist you confirm if the transaction is yours. If further investigation is required, we will require you to complete a Visa dispute form disclaiming your knowledge of the transaction(s). For security reasons, we may also need to restrict your card.   

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Questions?

If you have any questions, please contact us

"I would also like to take the opportunity to provide feedback on the customer service I received this morning. Unfortunately I did not write down the lady's name I spoke with however I would like to pass on that the level of service she provided was excellent. I spend a lot of time listening to calls and improving customer service for a large insurer and I would be extremely pleased if all of our consultants exhibited the same level of service and assistance yours did this morning. I’m hoping she left notes so you can identify her as in my opinion, she definitely deserves some recognition for her customer interaction."

Steve, Yarraville VIC
2 May 2013