We've put together a library of frequently asked questions and answers to help you with your entire banking experience.
How long will my bank to bank transfer take?
Bank to bank transfer times can vary across financial institutions depending on the type of transfer you make.
If you’re making a traditional inter-bank transfer it will take 1-3 business days. If you use NPP Faster Payments or a PayID it can be near real-time.
The fastest way to receive money into a Heritage Bank account from another financial institution is via NPP Faster Payments to a PayID or BSB and Account Number.
The New Payments Platform allows you to receive a faster payment from anyone whose financial institution is a participant and who has an eligible account. If you’re unsure if your sender can use this service, check for participating financial institutions on the NPP Website.
Alternatively, your sender could use a traditional inter-bank transfer which will take 1-3 business days from any financial institution.
The fastest way to transfer money from Heritage Bank to another financial institution is using NPP Faster Payments on our Mobile Banking App.
If the account you’re sending money to is eligible to receive NPP Faster payments, then you will receive an option to make the payment ‘Within 2 hours’. If you can't see this option, then the account you are sending to is not eligible to receive an NPP transfer. The transfer must go as a traditional inter-bank transfer and it could take 1-3 business days.
If you transfer money from Heritage Online on a desktop or mobile browser to another financial institution, it will take 1-3 business days to arrive.
How can I troubleshoot my Mobile Banking App?
If your Heritage Mobile Banking App isn't working you might like to try these troubleshooting ideas:
Make sure your operating system is compatible with the Mobile Banking App. You can view our latest operating system requirements here.
Check that the Mobile Banking App is the most up to date version in your App store.
Delete the App from your device. Visit your App store to download it again and follow the steps to re-authenticate your device.
Check that your phone is allowing the Mobile Banking App to access the internet, and that your internet is stable and connected. You can usually check this within your settings App on your phone, and if you get stuck try visiting the FAQ's online for your device type:
If possible, use the automatic time and date set by your network provider.
If you need any more assistance with troubleshooting, contact us 24/7 on 13 14 22.
How do I temporarily lock my card or stop certain card transactions?
If you have misplaced your card, you can apply a temporary lock while you look for it.
Note: This lock can only applies to the card selected. Any additional cards on your account will not be locked.
If you'd like to block online, international in-store or all card payments, you can do so in the Mobile Banking App.
What is my account number?
At Heritage, your account number is your Member Number. This is provided to you when you join Heritage.
Your member number is the same for all accounts you hold under one membership with Heritage. For example, if you hold a personal membership and a joint membership, these will have different member numbers.
You can view your account information when logged into the Heritage Mobile Banking App or Heritage Online.
If you're unable to login contact us for help 24/7 on 13 14 22.
Your BSB is different for each account type you hold with Heritage.
We assign a different six-digit BSB to each account type you can hold with us.
For example, our Simply Access Transaction Account has the BSB 638-010 and our Online Saver Savings Account has the BSB 638-260.
When we process payments into or from your Heritage account, we use the BSB you nominated to debit or credit the correct account type under your membership.
You can look up your BSB online or contact us for help 24/7 on 13 14 22.
What is the SWIFT code for Heritage Bank?
If you would like to receive money into a Heritage Bank account from overseas, please use our Inward Telegraphic Transfer service powered by Convera.
Complete the online form available here to obtain payment instructions.
This service allows the remitter (sender) to transfer money from an overseas bank account to a Heritage Bank account in over 30 currencies. The remitter should send the funds in their own currency, and Convera will convert them into Australian Dollars before forwarding to Heritage for credit to your account.
How can I deposit cash or a cheque into my Heritage account?
If you'd like to deposit money into your Heritage account, you can do so at one of our branches or Smart ATM's.
Our branch locator online allows you to filter for ATM's in your area.
If an ATM is a Smart ATM that allows for cash deposits, 'Smart ATM' will be listed on the services of the location listing.
Note: Smart ATM's accept note and cheque deposits only. If you'd like to deposit coin you'll need to do this within branch hours.
If you're unable to find a branch close by, you can also deposit cash using your card at your local Australia Post office using Bank@Post.
Where can I find an ATM with no fees?
If you are a Heritage member, you can withdraw money using your Heritage Visa Debit Card at any Heritage ATM fee free. Find a Heritage ATM location near you.
If you can't find a Heritage ATM close by, you can also get money out fee free at any of the big 4 Banks ATMs in Australia. The big 4 Banks are ANZ, Westpac, NAB and Commonwealth Bank.
Some ATMs may still charge fees. You should always check the prompts on the ATM screen that will indicate if a fee is going to be charged.
If you're using a Visa Credit Card to withdraw money, a cash advance fee and cash advance rate will apply. Please read your Credit Card Details, Fees and Limits Guide and the Guide to Heritage Credit Card Products for more information.
I’ve made a mistake with my money transfer. How do I reverse it?
If you’ve made a mistake with a money transfer get in touch with us as soon as possible on 13 14 22. Payments leave Heritage at different intervals throughout the day and we may be able to stop/reverse an Interbank or BPAY® transfer if the funds have not left Heritage.
If we’re unable to reverse the transfer, we’ll request a trace and recall of the payment on your behalf. Timeframes will be in accordance with the ePayments code and may vary in exceptional circumstances. Our Guide to Heritage Deposit Products details this more.
If you made a mistake with an NPP Faster Payment in the Mobile Banking App, you may request for the funds to be returned by contacting Heritage, however there is no guarantee for their return.
If you have simply changed your mind about your transfer then the best option is to discuss the issue with the person you paid directly. For more information on the terms on mistaken NPP Faster Payments see the NPP Terms and Conditions.
How can I check my account balance?
To check your account balance with Heritage Bank you can:
If you'd like to register for internet or phone banking, contact us on 13 14 22 or visit your local branch.
How do I add a new payee (a new transfer destination)?
To perform a transfer to a new destination, simply enter the details of the new destination into the fields provided.
The system will automatically detect that it's a new payee and ask for the appropriate authentication. This will be either a Pay Anyone Password or a One Time Password depending on your settings.
Once the payee is added you can complete the transfer as normal. To learn more about transferring money in Heritage Online you can also watch this helpful how-to video or visit the Heritage Online Help Centre.
Adding a new Heritage or inter-bank payee in our Mobile Banking App is easy. Make sure your device is authenticated before getting started.
What is my daily card spend limit?
As a general guide, the default limit for cash withdrawals at ATMs within Australia and outside of Australia, and transactions using eftpos (cheque or savings) is $1,000.
The default daily limit for purchases made online, by telephone or when using Visa (Credit) in stores is $10,000.
Further information about the daily spend limits on your card is set out in our Fees and Limits Guide.
Does Heritage offer cardless cash?
We do not offer cardless cash withdrawals at our ATM's. If your card has been lost, stolen or misplaced, it's important to cancel it as soon as possible. You can do this in our Mobile Banking App or by calling 13 14 22.
If you require emergency access to cash, you can withdraw money from your local branch provided we can identify you sufficiently.
Alternatively, give us a call on 13 14 22 and ask us to order a new card for you. Card delivery usually takes 7-10 working days, however you can request an express post card delivery within 5 working days for a fee of $25.
While your card is on it's way, use our Mobile Banking App to transfer money to other financial institutions in near real-time, using NPP Faster Payments.
Where is the closest ATM?
To find the nearest Heritage Bank ATM to you, see our locations page.
If you bank with Heritage, you can get money out fee free at Heritage ATM's and big 4 Bank ATMs in Australia. The Big 4 Banks are ANZ, Westpac, NAB and Commonwealth Bank.
Remember, some ATMs may still charge fees so it's important to check the prompts on the ATM screen that will indicate if a fee is going to be charged.
Where is the closest coin deposit machine?
Do you need to deposit a large amount of coin into your Heritage account? We have coin counter machines to help you. Once your coin is counted, you’ll receive a receipt that must be taken to the counter so the value can be deposited into your selected Heritage account
This service is available to Heritage members only accessible during branch opening hours.
Our coin counters are located at the following selected branches across QLD and NSW:
Visit our branch locator to find your nearest branch. If the branch has a coin counter, this will be listed in the branch services.
What is the currency conversion fee for using my card overseas?
When you spend on your Heritage Visa Debit or Credit Card overseas, or online, in a currency that is not Australian Dollars (AUD), your purchase will need to be converted into AUD. To enable this conversion, you will pay an overseas currency conversion fee which is a percentage of your transaction.
If you withdraw money overseas you will also pay an overseas ATM or counter withdrawal fee. Some ATM operators may also charge their own fees. You should check the prompts on the ATM screen that will indicate if a fee is going to be charged.
The currency exchange rate you receive will be calculated at the time of your purchase or cash advance. You can use the Visa exchange rate calculator for an estimate of the rate you may receive.
The following fees apply for Visa Debit and Credit Cards. If you're using a Visa Credit Card to withdraw money, a cash advance fee and cash advance rate will also apply. Refer to our Fees and Limits guide for more information.
|
Overseas currency conversion fee Applicable on Visa purchases or withdrawals made in any currency that is not Australian Dollars (AUD) |
3% of the AUD amount of the transaction |
| Overseas ATM or counter withdrawals fee (Visa) | $5.00 plus overseas currency conversion fee |
How do I apply for a home loan, personal loan or credit card?
Apply for a Heritage home loan, personal loan or credit card in a way that suits you.
Face-to-face
Contact your local branch to make an appointment to talk to a Lending Specialist.
Virtual Appointment
Available for Home Loans. If you would like to conduct your appointment over a video conference let us know when you call your local branch. Our lenders have access to video conferencing technology so you can have the same experience of a face-to-face appointment, virtually!
Online
Enquire for a credit card, home loan, personal loan or business loan online now. We’ll get back in touch with you as soon as possible to chat about your application and answer any questions you have.
Over the phone
You can start an application by calling us today on 13 14 22. We're available 24/7.
What products does Heritage offer?
Heritage offers a full range of financial products.
We also offer wide range of banking services that can help you access your money, in your way.
We have branch locations throughout Queensland and NSW and our Contact Centre has a team available to assist you 24/7.
Can a Heritage loans officer come to my home?
Yes, we have mobile lending specialists available in selected areas to help with your home loan needs.
Mobile Lenders may be available for appointments in branch and at your home outside of hours across parts of Brisbane, Gold Coast, and Sydney.
Some branches are also open on Saturday mornings for your convenience.
Enquire online to get started or contact us 24/7 on 13 14 22.
What are the operating hours for the Contact Centre?
Our Queensland Based Contact Centre is available to answer your call 24 hours a day, 7 days a week on 13 14 22.
You can also call Heritage from overseas on +61 7 4694 9000.
You can also get in contact with your local branch, and check their opening hours, using our branch locator tool.
Where is my local Heritage Bank branch?
To locate your closest Heritage branch and to find the services on offer, visit heritage.com.au/locations.
Alternatively, contact us 24/7 on 13 14 22.
How do I contact Heritage if I have a query, feedback or complaint?
At Heritage we are always pleased to hear from our customers . People first means putting the needs of our customers first, and hearing what they have to say helps us to achieve this promise. You can make an enquiry or provide us with feedback such as compliments, observations or suggestions by calling 13 14 22, sending an email to info@heritage.com.au or visiting your local Heritage branch.
If you are unhappy with your Heritage experience, learn more about our Complaint Management Promise.
You can also call Heritage from overseas on +61 7 4694 9000.
Who owns Heritage Bank Australia?
Heritage Bank is an Australian customer-owned bank. This means we're owned by our customers, not shareholders. Instead of pursuing massive profits, our customer-owned status means we can focus on putting people first through award-winning service, great products, low fees and competitive interest rates.
In March 2023, Heritage Bank entered a new phase in our history, by merging with People’s Choice Credit Union to create Australia’s leading member-owned banking organisation. While we have now come together as a single organisation, we will continue to operate under the Heritage Bank and People’s Choice brands for an interim period while we continue our integration process. After that, we will adopt a single new brand.
We're committed to helping our customers through good times, and times of hardship, with genuine service and support.
If you have any questions and would like to talk to us today, tap here for live assistance.
This will determine how best we can help.