What should I do if the wrong information was provided in a transfer or BPAY?
Transfers:
Contact the recipient and ask them to transfer the funds back to you.
If the account details you provided are incorrect, the funds may be returned to your account automatically by the other bank in 1-4 business days. Please note, some financial institutions have unique account numbers and therefore do not check BSB/account number combinations.
If after 1-4 business days the funds have not been returned to your account, contact us via secure message, call us on 13 25 85 or visit your nearest branch and we can attempt a recovery of the funds.
This process can take several weeks as we need to wait on a response from the other financial institution. We will send you a letter providing details of the outcome once the recovery process has been completed.
BPAY:
If you have only just completed a BPAY and realised the information was incorrect, contact us straight away on 13 25 85. In some instances, we may be able to reverse the transfer for you.
If some time has passed since you completed a BPAY with incorrect information, there is a possibility that the biller may reject the payment and return the funds. This process can take around 2-4 business days. Contact the biller directly to advise them of the situation.
If after 4 business days, the money has not been returned to your account, we can help you dispute the payment. To dispute an BPAY transaction, please send us a secure message via Internet Banking or the Mobile App with details of the transaction. Alternatively, you can call us on 13 25 85 or visit your nearest branch.