Using your account

You can contact us and request that we send a cancellation request on your behalf, and if needed, block any further payments. You can call us on 13 22 66 to cancel your direct debit or you can visit your local branch.  Before you visit your local branch, you can complete the below form and bring it with you.

Direct Debit Cancellation

Alternatively, Direct Debits can be cancelled with the merchant/company they were established with. This will ensure the payment is cancelled within the conditions of the agreement.

Please note, unlike Direct Debits, Bank of Melbourne is unable to cancel a regular payment (also known as a recurring card payment) on your behalf. Until you cancel your authority, the merchant is entitled to request Bank of Melbourne to debit the card account and Bank of Melbourne is obliged to process this request. If the merchant does not comply with your request to cancel the authority, you need to provide Bank of Melbourne with a copy of the correspondence with the merchant to enable Bank of Melbourne to dispute the relevant transaction(s) on your behalf.

If you currently haven’t got a PIN, or you can’t remember one that was issued to you, or want to change your current PIN, you can request a PIN for your credit or debit card:

• Online any time, if you haven’t already done so, simply register for Internet, Mobile and Tablet Banking. You will need to provide a valid phone number for Bank of Melbourne Secure Code service. Once you’re logged in, click on the Change card PIN link in the Manage my accounts menu of internet banking or the Services menu of mobile banking to reset your PIN at any time. You don’t need to know your existing PIN, however, authorisation will be required via the Secure Code service. Or;
• Via a Bank of Melbourne ATM^ or by visiting your local Bank of Melbourne branch with your card and identification. Please note to change your PIN at a Bank of Melbourne ATM you will be required to know your current PIN. Or;
• To be mailed to you by calling us on the numbers below or visiting your local branch. If you choose to have your PIN mailed out to you, this will take 5-7 business day.

For customers overseas, please phone our Customer Service Team on +61 3 8536  7870 - 24 hours, 7 days.

Effective 20 March 2013, the Terms and Conditions for your deposit account were updated to reflect the standards of the ePayments Code.

What is the ePayments Code?

The ePayments Code is a voluntary Code regulating electronic payment transactions, including ATM, EFTPOS and credit card transactions, online payments, internet and mobile banking, and BPAY. Detailed information about the Code can be found on the ASIC website.

For information about closing your account you can:

• Visit a branch. You can locate a branch address on our website; or
• Call us on 13 22 66 or if you are overseas on  (+61 3) 8536 7870.
  

If you are a business bank customer, please contact your Relationship Manager or call
13 82 66

More detailed information on closing certain types of accounts is below.

• To close a personal credit card account

• To close an everyday (transaction) account or a savings account (including DIY Super Saver accounts) scroll down to the everyday, savings & DIY Super accounts FAQ for more information.
  

• To close a term deposit account scroll down to the term deposits FAQ for more information.
  

• To close a personal loan account scroll down to the personal loans FAQ for more informations.
  

• To close your residential home loan, you can initiate the process by completing the Request to Vary Security form. Once completed, the form will need to be scanned and emailed to mortgagesecurityvariations@bankofmelbourne.com.au

You or any other authorised person can close your account by:

• Visiting a branch and providing sufficient identification to close your account. You can locate a branch address on our website; or
• Calling us on 13 22 66 or if you are overseas on (+61 3) 8536 7870 (please note that DIY Super Saver accounts with more than two trustees can only be closed in branch).

Before closing your account, you should ensure that any outstanding cheques are presented and all periodic payments, recurring payments and direct debits are cancelled.

When you close your account you must provide us with any:

• Card that operates the account (including any card issued to an additional cardholder)
• Unused cheques; and
• Passbooks.

If your account has a credit balance, you will need to provide details of where and how you would like the funds disbursed (if a bank cheque is required, a fee of $10 is payable).

If your account has a debit balance, the amount plus any accrued charges will need to be paid to us before the account can be closed.

Further details on closing your everyday, savings or DIY Super Saver account are contained in your terms and conditions.

A Code of Operation applies to payments such as income support and pensions paid by Centrelink or the Department of Veteran Affairs. The Code allows you to access this payment even if your account is overdrawn. A list of protected payments as defined by Services Australia is available here: https://www.servicesaustralia.gov.au/individuals/topics/overdrawn-bank-account/29351

If you receive a protected payment while your account is in negative balance and do not already have an arranged repayment plan with the bank, the bank can’t take more than 10% of this payment to cover your outstanding balance. This means, you can ask to withdraw up to 90% of the fortnightly payment amount that you received.

For example, if your account is overdrawn by $200 and you receive a payment of $500 per fortnight, this reduces your available balance to $300. You can withdraw up to $450 (90% of $500) under the Code.

If you need help with accessing a protected payment while your account is overdrawn, please visit a bank branch.