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Get to know Mel

Mel is our virtual assistant available 24/7 in your Bank of Melbourne App and Internet banking to answer your everyday banking questions. Mel can give you instant support online, so you don’t need to call us or visit a branch.

Simply type in your question, and Mel will help guide you.
Icon image of Mel the Bank of Melbourne chat virtual assistant

How Mel can help?

"I don't recognise a transaction"
Mel can help you identify your purchases by guiding you to Look Who's Charging in the Bank of Melbourne App.
"How do I update my details"
If you need to update your contact details, Mel is here to help.
"I lost my card"
If you've lost your card, want to lock it temporarily or need to replace it, Mel can guide you.
"I want to activate my card"
For Internet Banking and Bank of Melbourne App features, Mel is here to help.

Where to locate Mel?

In the Bank of Melbourne App

  1. Logon to the Bank of Melbourne App
  2. Tap 'Contact us' from the bottom navigation bar on the home screen
  3. Tap on 'Chat now' in the bottom right corner. Mel will be available to you 24/7
  4. To resume a chat, tap on the chat bubble

 

In Internet Banking

  1. Logon to Internet Banking
  2. Click 'Contact us' from the bottom navigation bar on the home screen
  3. Click on 'Chat now' in the bottom right corner. Mel will be available to you 24/7
  4. To resume a chat, click on the chat bubble

Download the Bank of Melbourne App

 

 

Keeping your data safe

Mel helps you navigate Internet Banking and the Bank of Melbourne App. If you need to chat to us, Mel can transfer you and the chat to a person, Monday to Friday 7am – 9pm and Saturday & Sunday 8am – 6pm, to assist in resolving your enquiry. Your conversation with Mel is secure and your personal information protected at all times. More information: How we protect you

FAQs

Mel can help you within Internet Banking or the Bank of Melbourne App with a range of service questions, such as “I don’t recognise a transaction”, “How do I update my details”, “I lost my card” or “I want to activate my card”. 

Once you’ve asked your question, Mel will provide you with a link directing you to where you can complete what you need to do.

 

The Detail

Before using Internet and Phone Banking, please read the Bank of Melbourne Internet and Phone Banking Terms and Conditions (PDF 511KB).

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