BSB 806 015

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BSB 806 015

Digital letters frequently asked questions

Frequently asked questions

  • What are digital letters?

    Digital letters are a new way you can receive your letter communications from P&N Bank. Instead of receiving your letters by post, we can send you communications to your nominated email address.

    If you would like to learn more about the benefits of receiving digital letters, call our friendly Contact Centre team members on 13 25 77 or visit one of our local branches.

  • Why are digital letters password protected?

    To keep your information safe and secure, the PDF will be password protected. Instructions for your password are provided on the email that is sent to you with your digital letter.

  • Is it safe to receive digital letters?

    The security of your money and personal information is extremely important to us. We password protect your digital letters to keep your information secure. It’s important to remain vigilant about fraud and how to protect your personal information. Read more about our security measures and tips to remain safe online.

  • Will all my letters be sent as a digital letter?

    Most service letters will be sent as a digital letter. Occasionally, there may be exceptions where we are required to send your letter via post.

  • What types of letters will I receive by digital letter?

    Digital letters may include missed payment or overdrawn account advice, changes to your credit card or home loan accounts and service letters.

  • How do I switch to receiving digital letters?

    Members who have currently opted-in to receive eStatements will automatically be switched to digital letters on 9 March 2023.

    If you don’t have access to eStatements already, you’ll need to set this up via Internet Banking, the P&N Bank mobile app, by calling us on 13 25 77 or visiting one of our local branches.

    To register for eStatements through Internet banking:

    • Go to ‘Services’, then ‘Manage eStatements’
    • Select the option ‘Register for eStatements’
    • Review and accept the terms and conditions

    To register for eStatements through the P&N Bank mobile app:

    • Go to the menu and select ‘Accounts’, then ‘Manage eStatements’
    • Select the option ‘Register for eStatements’
    • Review and accept the terms and conditions

    You will start to receive eStatements and digital letters via your nominated email address.

  • What happens if I delete the email with my digital letter?

    Our friendly team can resend letters to you via post or email. Contact us on 13 25 77.

  • What if I need a printed copy of the letter posted to me?

    Our friendly team can resend your letters to you via post. Contact us on 13 25 77.

  • How do I update my email address?

    Login to Internet Banking or the P&N Bank mobile app to manage your details or contact us on 13 25 77.

  • Do digital letters look the same as paper mail?

    Yes, there will be no change to the look and feel of your letters.

  • Can both joint account holders receive digital letters?

    Only the nominated primary account holder will receive digital letters.

  • How do I switch back to receiving paper-based letters?

    You can switch back to paper-based letters at any time. However, by opting out of receiving paper-based letters you will also be opting out of receiving eStatements.

    Once we make the switch back to paper-based letters, you will commence receiving statements and letters by post.

    To make the change back to paper-based letters, you’ll need to deregister to receive eStatements in your Internet Banking or the P&N Bank mobile app:

    For Internet Banking:

    • Go to ‘Services’, then ‘Manage eStatements’
    • Select the option ‘Deregister for eStatements’
    • Select ‘Save’

    For the P&N Bank mobile app:

    • Go to the menu and select ‘Accounts’, then ‘Manage eStatements’
    • Select the option ‘Deregister for eStatements’
    • Select ‘Save’

    You will now be opted out of receiving both eStatements and digital letters and commence receiving your statements and letters by post.

    You can also call us on 13 25 77 or visit your local branch to deregister.

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