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If you have sent money to an incorrect account, PayID or payee please try the following steps before contacting us:

  • Contact the recipient to transfer the funds back to you.
  • If the account details you provided are invalid, the funds may be returned to your account automatically by the other bank within 2 - 3 working days.

BPAY payments

If you have sent money to an incorrect BPAY account:

  • Contact the biller direct to discuss the best course of action
  • If you provided an incorrect Customer Reference Number, you will need to lodge a mistaken internet payment request.

If you would like us to investigate and attempt recovery of your funds you'll need to complete a Mistaken internet payment form and we can request the funds be returned.

It is important to understand that we can attempt to recover the funds on your behalf, however, there is no guarantee that this will be successful.

Complete Mistaken internet payment form online

Alternatively please contact us on 13 25 77 or visit your nearest branch.

Reminder! It's a good reminder to check all your payment details are correct before you send any payment. It helps if you are sending to a PayID as you'll receive on screen confirmation of the recipient prior to submitting the transfer.

We encourage you to visit the Scamwatch and Australian Cybercrime websites to stay vigilant about scams and help protect yourself.