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.

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.

If you are closing your term deposit account before maturity, you must provide us with at least 31 days’ notice (for accounts opened and renewed on or after 1 August 2014) - unless you can show you need to access the funds early due to hardship (as assessed by us).

You can give us notice by making a request at a branch during opening hours, or calling Phone Banking on 13 22 66 (for Personal Customers) or 13 82 66 (for Business Customers).

If you close your term deposit account before maturity, in most instances we will reduce your interest rate in accordance with the terms and conditions applying to your account.

If you are closing your term deposit account at maturity, you have 14 days starting on the day of maturity to provide your instructions to either close or renew your account. You can provide these instructions via Online Banking, Phone Banking or at any of our branches.

Further details on closing your term deposit (including details of how we can pay you the balance of your account) are contained in your terms and conditions.

If you’d like to payout and close your Personal Loan, you will first need to obtain a payout figure by calling 13 22 66 . Payout figures are valid for 48 hours only.

Once you have the payout figure, you can make the final payment through any one of these convenient options:

• Internet Banking
  
• Phone Banking
• Any branch

If you are paying out your Personal Loan through Phone or Internet banking, once the final payment has been received and cleared, please call us on 13 22 66 to make sure the loan is fully discharged.