BSB 806 015

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BSB 806 015

Frequently Asked Questions

Credit Cards

Questions...

  • What happens if I get sick, have an accident or lose my job and I can't pay my loan?

    When you took out your loan or credit card with us, you would have been offered optional insurance to cover unforeseen events like accidents and unemployment. 

    Please call 13 25 77 or visit your local branch so we can check whether you have insurance on your loan.

    In the instance that you do not have the appropriate level of cover, please contact us to discuss your situation further.

    Further reading on Financial Hardship.

  • How do I resume a saved application?

    If you have started an application for a personal loan, car loan or credit card online and have saved it, you can resume it at any time. You should have received an email with the link to resume or manage your application to your nominated email address. If you have lost the email, you can find the link to resume or track your application below.

    Resume application:

    https://apply.pnbank.com.au/apply/#/resume/login/

  • How do I change my credit card limit or credit card type?

    To change your credit card type or credit limit, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.

    You can also request for your Visa Credit card limit to be reduced in Internet Banking or the Mobile App. To do this, go to Manage Cards, select your credit card and follow the prompts to request for your limit to be reduced.

  • How can I track my loan application status?

    If you have submitted a personal loan, car loan or credit card application online we will respond to it within one business day. You can upload required documents and track the status of your loan applicaiton using the link below.

    Track loan application:

    https://apply.pnbank.com.au/apply/#/resume/login

  • Can I transfer the balance of my credit card from another bank?

    We can pay out your credit card balance from another financial institution and transfer the balance owing to your P&N Bank credit card. This allows you to better manage your repayments with a lower interest rate. You don't have to pay out your current credit card before applying for your new credit card with P&N Bank.

    Alternatively, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.

    More information on credit cards.

  • How do I access the benefits of my Visa Platinum Credit card?

    You can access a wide range of lifestyle, travel and entertainment benefits at visapremium.com.au.

    You may also be interested in the Visa Platinum Credit Card Insurance Policy Information Booklet.

  • How do I apply for a credit card?

    You can apply for a credit card online. Alternatively, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.

  • What is a Visa chargeback?

    'Chargeback' is the term used for debiting a merchant’s bank account with the amount of a transaction that had previously been credited. For example, claiming funds back from a retail store and crediting the funds back to your account. There are a number of different reasons why a transaction will be charged back, but they mainly fall into four categories:

    • Where the merchant has made an error at the point of sale, for example, an expired card has been used;
    • The cardholder or the card issuing company (“the Issuer”) is disputing the transaction. For example, the card or cardholder were not present at the point of sale and possible fraud may have taken place;
    • The goods were never received or service never provided;
    • The transaction was duplicated.

    What is the process?

    You are required to write a letter of dispute and ensure you include the below information:

    • Your name, Visa card number and member number;
    • The circumstances of the loss;
    • That you did not authorise or participate in the transaction, or the goods/services of an authorised transaction were never received/provided;
    • List the transaction as it appears on your statement, clearly specifying the disputed transaction details; amount, date and merchant name to positively identify the transaction(s) associated with the chargeback;
    • Request the unauthorised transaction be investigated and request a refund;
    • All correspondence between yourself, as the cardholder, and the merchant indicating your attempts to have the matter resolved;
    • Police report number (for stolen cards only).

    We then lodge the claim to be investigated – you should receive advice of our findings within 21 days of your lodging the letter of dispute. If we are unable to complete our investigation within the 21 days we reserve the right, by notifying you in writing, to extend the investigation period by up to a further 24 days.

    If the merchant’s bank accepts the dispute, a credit is posted to your account.

    If the merchant’s bank does not accept we will continue with further investigation, if this is unsuccessful a Visa chargeback fee may apply (see Fees & Charges).

    What happens if you don’t lodge your dispute straight away?

    You should make every effort to report a disputed transaction to us in writing within 30 days of the date of the statement of account which itemises the disputed transaction, so that we may reasonably ask for a chargeback where such right exists. A failure to report a disputed transaction and/or provide additional information within this timeframe and in the form we require could affect our ability to claim a chargeback right (if any) under the card scheme rules.

  • What is the Visa Global Customer Assistance phone number?

    The Visa Global Customer Assistance phone number is +1 303 967 1090.

  • Why am I paying interest on my credit card? I always pay it out.

    If you withdrew funds from an ATM or transferred funds out of your Visa account that resulted in it falling below its contracted limit, then interest will accrue from the date of the transaction. There is no interest free period on any cash advance transactions.

    For purchases, as long as we receive payment of the full outstanding balance as of close of business on the 14th of the month, and it is paid between the 15th and the 28th day of that same month, your credit card should remain interest free.

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