Your questions answered

Call 1800 033 844 (international +61 3 8699 6955) 24 hours a day, seven days a week.

Notify us immediately if:

• your card has been lost, stolen or used by someone else
• your PIN record has been lost, stolen or has become known to, or used by, someone else.

Please contact the chosen branch prior to making the withdrawal so that the branch can confirm when it will be available for collection.

Visit your local ANZ branch.

Call 13 33 33 Monday to Friday 8am - 8pm AEST

Visit your local ANZ branch.

Direct debits are payments that you have authorised to be taken directly from your savings or transactions accounts. If you want to cancel a direct debit arrangement, call 13 13 14 or visit an ANZ branch and we’ll process your request and if needed, block any further payments.

Payments taken directly from your credit or debit card on a periodic basis are called recurring payments. Unlike direct debits, we’re unable to cancel a recurring payment on your behalf. For recurring payments you must contact the merchant (for example: gym, health insurance provider etc.), to arrange another payment option or to cancel the recurring payment all together.

If the merchant does not agree to process your request, you can dispute a transaction^disclaimer in ANZ Internet Banking or by using the ANZ App on the basis that you did not authorise the payment. You’ll need to wait until the payment has been processed. You may also need to show proof that you had previously contacted the merchant to cancel the recurring payment. If you’re having trouble, please contact us.

It’s a good idea to change your Internet Banking password from time-to-time for security reasons. Learn how to change it in Internet Banking or the ANZ App.

If you are an existing ANZ Internet Banking customer, SecureMail is an email service that enables you to send account information and enquiries or comments to our Internet Banking Team in a confidential manner. Your message will automatically include your ANZ Internet Banking Customer Registration Number, so that we can answer your enquiry as promptly as possible. To access SecureMail log onto ANZ Internet Banking and select the Mail icon from the header.

There could be several reasons why your transaction was declined. Here is a checklist to further explore why:

• Have you checked your available funds?
• Is your expiry date correct?
• Is the CCV (Credit Card Verification) number entered correctly?
• Has the correct card number been entered?
• Is there any damage to your card?
• Are you up to date with your payments?

If you’ve answered no to any of the above, you’ll need to make this change and process the transaction again.

If you’ve answered yes to any of the above, please call us on 13 13 14 (international +61 3 9683 9999)

Pay Anyone payment – set up by you using ANZ Internet Banking

If the payment has been set up by you using Internet Banking, it can be identified by looking for a one off or recurring debit from your account with a specific dollar value. The easiest way to locate this is through ANZ Internet Banking. To view your Pay Anyone payment from your Access or Savings account in Internet Banking you’ll need to go to ‘Payments’ from the menu and either go to:

• Future payments/transfers
• Past payments go to 'Past payments/transfers'

You can also view Pay Anyone payment details by going through your transaction history details on your online statement or paper statement.

Pay Anyone payments may take 3-5 business days to be processed.

Direct debit – set up directly with a company

If the direct debit has been set up by the merchant/company such as a health insurance provider, it can be identified by looking for a one off or recurring debit from your account with a specific dollar value.

You can view your direct debit details by going through your transaction history details on your Internet Banking transaction history, online statement or paper statement. They can usually be identified by the term ‘Payment to’ appearing within the transaction line.

Direct debits may take 3-5 business days to be processed.

No. Once the transaction is processed to your account, you cannot cancel or delete the transaction. However, you may lodge a transaction dispute^disclaimer if applicable.

ANZ Internet Banking allows you to view, search and download transactions regardless of when you actually registered. If, however, you cannot find the transactions you are looking for:

Refer to your paper statements or online statements or contact ANZ on 13 13 14 (international caller: +61 3 9683 9999) to order a copy of your statement.

For a:

• Transfer from an ANZ account to an ANZ account via ‘Transfer between my accounts’ in Internet Banking, it is generally instantaneous but can take up to 24 hrs to process
• BPAY^® transaction, it can take between 2 – 3 business days if it was done prior to 6pm (AEST).

If you made an online purchase or pressed credit at an EFTPOS terminal your transaction may be pending and can take 3 – 5 days to appear on your transaction history or statement. Alternatively your transaction may be missing because it was declined or was not processed.

If you are missing a transaction on your savings account, it could be that the transaction was made today and it may not appear on your transaction history or statement until tomorrow. Alternatively your transaction may be missing because it was declined or was not processed.

If you would like to opt out of exceeding your available funds on your ANZ Everyday Visa Debit, please complete and sign the ANZ Everyday Visa Debit overdraw opt out form (PDF 68kB) and return it to ANZ Cards via fax or mail.

To opt out of being able to exceed your available funds on other bank accounts, please contact ANZ on 131314.

Please note: opting out means that we will, where possible, decline authorised transactions if there are insufficient available funds at the time of the transaction. If a merchant processes transactions without seeking proper authorisation from us, this may cause your account to exceed its credit limit or become overdrawn.

To help you avoid overdrawn and dishonour fees, you can apply for an optional ANZ Assured overdraft facility with a limit of $500 or $1,000 that can be linked to eligible everyday accounts^disclaimer. You’ll still need to pay interest on the amount of the limit you use, but the overdraft helps you avoid overdrawn or dishonour fees.

If you are a recipient of an eligible Centrelink payment or DVA payment and at the time you receive your payment, the account receiving the payment is overdrawn, special arrangements apply.

When this happens, you can get access to 90% of your eligible Centrelink or DVA payment, with the remaining 10% going towards paying the overdrawn amount. If your overdrawn amount is less than 10% of the Centrelink or DVA payment, we will only apply the portion of the payment that is needed to repay the overdrawn amount.

The 90% arrangement only applies to eligible Centrelink or DVA payments – any other deposit, e.g. salary, a cheque deposit, transfers etc. credited to your account, are not included in the 90% arrangement.

To get access to 90% of your eligible payment, you will need to visit an ANZ Branch. You can also contact us to find out more on 1800 679 715, from Monday to Friday 8am to 8pm (AEST), but you will still need to attend the branch to get access to these funds.

To see a full list of eligible payments, visit Australian Government Department of Human Services.

If you’re in financial difficulty, find out more about how we can help at ANZ Financial Hardship.

It takes 3-7 business days for a cheque to clear once deposited, as long as funds are available for it to clear.

To order a bank cheque, simply:

1. Log onto ANZ Internet Banking
2. Select the account you would like to order the bank cheque for, from the home page.
3. Click the 'Purchase a bank cheque' link and follow the prompts.

Please note: A fee of $7.50 applies for personal customers. Online registration for Pay Anyone is required^disclaimer.