Frequently Asked Questions

Stop a scheduled transfer

If the automatic payment is a scheduled transfer that you set up in Heritage Online, follow these steps to stop the payment. 

Stop a direct debit

A direct debit is an automatic payment set up using your BSB and Account Number with an external merchant such as your gym or utility company.

To stop a direct debit, you may contact us and give us recognised instructions to place a stop on the payment. We will place a stop on all future direct debits from that merchant to ensure no further payments are debited to your account. If there are multiple payments associated with the direct debit and you want some of those payments to continue, you will need to establish a new arrangement for those payments.

Alternatively, you can contact the merchant your direct debit was established with. This will ensure your payment is cancelled within the conditions of your agreement with them.

Dispute a direct debit

If you believe a direct debit to your account was not authorised, you can either:

• contact us and give us recognised instructions to dispute the transaction. We will investigate the transaction and tell you about our findings; or
• contact the direct debit user and dispute the transaction with them.

Stop a recurring card payment

Recurring payments you have authorised by providing your debit or credit card number are different to a direct debit as explained above. To stop a recurring card payment you can contact the merchant who is receiving the payment. This will ensure your payment is cancelled within the conditions of your agreement with them.

Alternatively, Heritage can cancel your card and issue you a card with a different card number. This option would require you to update any other payments you may have set up using your card details.