MANAGE MY CARD

Customer Service 24 hours a day, 7 days a week.

Customer Service 24 hours a day, 7 days a week
Making the switch

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If you already started an application and saved it, you can click here to retrieve it.

If you’ve already applied for a credit card click here to check your application status.

Information about switching your credit card and cancelling direct debits

At Card Services, we understand changing your credit card can be complicated. That's why we've put together a step-by-step guide to help make it easier for you. Here you'll find useful links, forms and letter templates to advise others of your new credit card details.

When you set up a direct debit or a regular payment to or from your credit card, you might authorise a third party to debit your account using the 16-digit card number that is embossed on your credit or debit card. Card Services can give you different assistance in cancelling them and switching them if you change credit cards.

Switching regular payments, that use a 16-digit card number, when you move to Card Services

You need to contact the third party directly.

Regular payment arrangements are an agreement between you (the cardholder) and the Merchant. You should keep a record of all regular payment arrangements you have established with your Merchant and store in a safe place. A template for recording your regular payment arrangements is available from the Australian Payments Clearing Association website www.apca.com.au.

You are responsible for notifying the Merchant when you want to cancel your regular payment or when your account details change, including a change in card number and/or change of card expiry date. Until you notify the Merchant, your bank is required to process transactions from the Merchant. Use this link to generate a change in account details letter to your Merchant. We recommend you keep a copy of any cancellation or change in account details letter sent to your Merchant and your earlier regular payment agreements. This correspondence will be required if your Merchant does not comply with your request in a timely manner and you decide to dispute2 any incorrectly-charged payments.

Cancelling regular payments1 where you have provided a third party with your 16-digit card number

You need to contact the third party directly.

Regular payment arrangements are an agreement between you (the cardholder) and the Merchant. You should keep a record of all regular payment arrangements you have established with your Merchant and store in a safe place. A template for recording your regular payment arrangements is available from the Australian Payments Clearing Association website www.apca.com.au.

You are responsible for notifying the Merchant when you want to cancel your regular payment or when your account details change, including a change in card number and/or change of card expiry date. Until you notify the Merchant, your bank is required to process transactions from the Merchant. Use this link to generate a change in account details letter to your Merchant. We recommend you keep a copy of any cancellation or change in account details letter sent to your Merchant and your earlier regular payment agreements. This correspondence will be required if your Merchant does not comply with your request in a timely manner and you decide to dispute2 any incorrectly-charged payments.

Switching regular payments, that use a 16-digit card number, when you move from Card Services to another credit card provider

You need to contact the third party directly.

Regular payment arrangements are an agreement between you (the cardholder) and the Merchant. You should keep a record of all regular payment arrangements you have established with your Merchant and store in a safe place. A template for recording your regular payment arrangements is available from the Australian Payments Clearing Association website www.apca.com.au.

You are responsible for notifying the Merchant when you want to cancel your regular payment or when your account details change, including a change in card number and/or change of card expiry date. Until you notify the Merchant, your bank is required to process transactions from the Merchant. Use this link to generate a change in account details letter to your Merchant. We recommend you keep a copy of any cancellation or change in account details letter sent to your Merchant and your earlier regular payment agreements. This correspondence will be required if your Merchant does not comply with your request in a timely manner and you decide to dispute2 any incorrectly-charged payments.

Banking with us

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If you have any questions about your MasterCard, please contact Card Services on 1300 135 538 or +61 2 8225 0620 if you are overseas. Available 24 hours a day, 7 days a week

You can sign on to Card Services Internet Banking - 24 hours a day, 7 days a week to:

  • Check your Account balance
  • Pay bills
  • Service your Account remotely from anywhere in the world
  • Download your Account Statement
  • Redeem from a wide range of Rewards
  • Getting Started

The first time you log in to Card Services Direct Banking all you need is:

  • An active MasterCard account
  • Your 16-digit Card number

You will then need to set up new User ID and Password. Click here for instructions on how to register and check out our online demo that will show you how to use Card Services Direct

No matter what the query, Card Services is always there for you. Simply call 1300 135 538 (or +61 2 8225 0620 if you're overseas) and enter your Card Number and Telephone PIN (TPIN) for:

  • Balance enquiries or Statement requests
  • BPAY®
  • Reporting lost or stolen Cards and emergency Card replacement
  • Additional Card requests
  • Change your address details
  • Order a new ATM PIN and order or change your TPIN
  • Credit Limit increase requests
  • Redeem Rewards
  • General enquires and much more

No matter what time you call, you'll find there's always a Customer Service Officer to help you with any inquiries you may have, available 24 hours a day, 7 days a week.

BPAY® - Registered to BPAY Pty Ltd. ABN 69 079 137 518

1. Four simple options to pay your MasterCard:

Easi-Pay*
With Easi-Pay, repayments on your MasterCard are automatically transferred from your nominated bank account (subject to available funds) - so there's no need to remember your monthly repayments. The direct debit takes place prior to the Payment Due Date and there is no charge by Card Services for this service.

Setting up Easi-pay is simple. Please click here to download a PDF form, print out the form, complete the details, add your signature/s and fax to Card Services on 1300 794 785. If you do not have a fax, mail (no stamp required) to Card Services at the address shown on the form. Please make your next payment the way you normally would to allow time for your automatic payment to be established.

BPAY®
You can now pay your MasterCard from your home or office, either online or over the phone. Simply use the BPAY® Biller Code 49502 and your MasterCard Account number as your Customer Reference Number.

By Mail using a Cheque
You can post us your payment by enclosing your completed Remittance Advice provided with your monthly statement (for credit products only) or deposit slip (see below for more information on deposit books) and mail with your cheque (no notes or coins accepted) to the following address for each of the following products:


Card Services
GPO BOX 749F
Melbourne VIC 8105

Please make your cheque payable to your MasterCard account number and specify your account type e.g. Citibank Gold Credit Card account number. It would also assist us in processing your payment if you write the actual account number on the back of your cheque.

Australia Post
You can make payments at any Australia Post office displaying the Bank@Post™ symbol using cash or EFTPOS and these payments will be processed immediately. Remember to take your Remittance Advice, your Credit Card and have your ATM PIN setup for a faster transaction.

For payments made at any other Australia Post office using cash or EFTPOS, please allow 48 hours for the payment to reach your account. When paying by cheque at any Australia Post office, please allow seven business days for the cheque to clear. However, funds will be considered received the day the cheque is deposited.

2. Your Minimum Payment Requirements:

Your minimum monthly repayment is calculated as $30, or 2%, of your outstanding balance, whichever is greater. Any overdue or over limit amounts are due and payable in full immediately.

  • If your MasterCard, ATM PIN or TPIN is lost or stolen you should immediately contact Card Services on 1300 135 538 or if you are overseas +61 2 8225 0620 (ask an international operator to reverse the charges).
  • We can cancel and replace your card within 48 hours.
  • You can also report your lost or stolen card to any financial institution displaying the MasterCard symbol.

Emergency card replacement If your Card is lost or stolen, in most cases we can cancel and replace your Card within 48 hours in almost any location, free of charge. If you are overseas you can report the loss to any bank or financial institution displaying a MasterCard sign.

A transaction dispute occurs when you or an additional cardholder questions a transaction charged to your MasterCard.

At Card Services we aim to make the experience as easy for you as possible by providing you with detailed information on the steps involved. MasterCard have set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.

We have also included some handy tips that may assist in avoiding future disputes.

Transaction dispute guidelines

  • MasterCard have a formal dispute process with set timeframes that Card Services must follow. To allow us to help you resolve your dispute you must contact us immediately on 1300 135 538 when you identify a suspicious transaction - ideally this should be within 60 days of the transaction date.
  • If your dispute is not about a suspected fraudulent transaction, you should question the transaction with the merchant or service provider. If no resolution is agreed, Card Services will act on your behalf in the formal dispute process.
  • In order for us to act on your behalf we need you to provide us with all the available information and supporting documentation along with the dispute form signed by the account owner.
  • Once Card Services receive your dispute form and supporting documentation we will liaise directly with the merchant's bank to request a copy of the transaction voucher if appropriate (charges may apply) or a reversal of the charge.
    In the case of Mail or Telephone Order transactions, or PIN@POS, there is no 'transaction' voucher.
  • The merchant's bank will respond with either a copy of the voucher, a reversal of the charge or a request for more information. Card Services will contact you by mail if further information is required - please ensure that you respond within the timeframes as advised on the correspondence to ensure that we can continue your transaction dispute.
  • Dispute cases can take up to a maximum of 180 days depending on the nature of the dispute and it is important for you to stay in contact with Card Services and assist with the case until a resolution is achieved.

Completed dispute forms signed by the account owner can be returned to:

Dispute form Fax (Preferred) Post (Reply paid)
1300 664 197 Credit Card Disputes
Transaction Services
Reply Paid 40
Sydney NSW 2001

Please Note: Unauthorised transactions are charges that a cardholder claims to have never authorised. Card Services must block your card before pursuing the dispute with the merchant's bank.

Related links
Tips to avoid future disputes.

  • Sign the signature panel immediately.
  • Memorise your Personal Identification Number (PIN) and never write it down.
  • If you choose your own PIN or change the one you were given, avoid obvious choices such as your date of birth.
  • Do not tell anybody your PIN.
  • Always keep your sales and ATM receipts.
  • Check them against your card or bank statement when it arrives.
  • If any amount is incorrect or you spot a transaction you do not remember, notify us immediately on 1300 135 538.
  • Keep a separate list of all your card numbers and the telephone number you should call if they are lost or stolen.
  • Check the sales receipt or figure shown on the terminal to ensure the amount is correct before you authorise the transaction.
  • Make sure the retailer gives the card back to you, along with your copy of the sales voucher.
  • Keep your card close to you - beware of pickpockets.
  • Cover your hand when entering your PIN.
  • In cases where the merchant advises that the machine did not process the transaction always ask for the VOID voucher.
  • If you wish to cancel a purchase and the merchant agrees, always request for a VOID or a CREDIT voucher. Keep this safe. The merchant has 30 days to reverse the transaction. If the amount is still not credited, call or write to us immediately with this VOID/CREDIT voucher and we will dispute it for you.

Car rentals:

  • You may be asked to provide credit card imprints for advance deposits.
  • The merchant will also take an authorisation from us based on an estimate of your rental usage.
  • Where possible have the merchant process the authorisation as a DEPOSIT to avoid misuse.
  • The merchant can make use of this deposit if it is able to validate the amount charged to you.
  • Always request the Check-in document, which will have the details of your returned rental.
  • In case of any damage on return please report it to the merchant and have it mentioned in the Check-in document.
  • Note that as per the agreement you have made, the rental company has up to 3 months to debit your account, for any valid incidental charge which may be damages identified on or before return, traffic / parking violation, petrol, tolls, one way drop fee, etc. These details are mentioned in your rental contracts. Please always request a copy of the complete contract.

Hotels:

  • Before making Hotel transactions, please read through the Terms & Conditions of the Hotel.
  • Make a note on the cancellation timeframes & cancellation charges, Special Tariffs, etc.
  • Upon cancellation always request for a cancellation code or a mail confirmation that the reservation is cancelled.
  • Usually most merchants have a NO SHOW charge for a minimum of 1 day's room rate, if the reservation was unclaimed.
  • Note that the Hotel may charge for any services that you utilised during your stay but not charged during check out. These services may be Minibar usage or restaurant charges, etc.
  • Only give your card number to retailers that you know are reputable and reliable.
  • You might be asked for your cards CVV code which stands for 'card verification value' - This is the three digit code printed on the back of your card, either on, or to the right of the signature panel. You can give the merchant this code but NEVER give out your PIN.
  • Keep a record of your transactions, including the retailer's address and telephone number.
  • Make sure that your card details are encrypted securely before they're sent across the Internet - look for an unbroken key or lock at the bottom of your browser window or check the website address, which should begin with https:// rather than just http://.
  • Keep a record of your Internet transactions, including the retailer's website address.
  • Many online stores send customers e-mails summarising the purchase details - make sure you save or print these.
  • Some retailers will mention to you that the debit on your statement will appear under a different name to the merchant's name. Always make note of this detail or you may have trouble recognising the transaction upon receipt of your statement.
  • Before buying goods or services, read the delivery and return policies that should be on the retailer's website. Can unsatisfactory items be sent back? If the items are faulty, can you get a refund or a credit note?
  • The retailer's website should also have information about delivery arrangements and costs, currencies they accept and taxes that apply.
  • Look for a telephone number or e-mail address and note them down in case you have any questions.

Your MasterCard is accepted at over 22 million establishments worldwide, which means you should never have any problems accessing funds. You can withdraw:

MY OFFERS is a new feature available to Card Services Online Banking users. It allows you to take advantage of great offers which have been specially selected for you!

Your offers may range from Credit Limit increases, credit card Upgrades, or Balance Transfers. My OFFERS also allows you to be in control of what you want on your account. You can apply online to upgrade your card, apply for a higher/lower limit than the one you have, or request additional cardholders to your account.

Simply log into your account at www.cardservicesdirect.com.au and click on the MY OFFERS tab. You will be taken to the first MY OFFERS page, which will show you the offers available to you for your MasterCard.

MY OFFERS is easy to use. All you have to do is click on the offer you are interested in and you will be directed to the next page which gives you more detailed information about the offer. If you would like to accept the offer, simply click on 'Continue' and follow the prompts all the way through to Confirmation.

Yes there are:

  • The Low Rate MasterCard has a minimum credit limit available of $2,000 and a maximum of $15,000.
  • The Platinum MasterCard has a minimum credit limit of $6,000 and a maximum of $30,000.

Your credit limit is determined when we apply our credit assessment criteria to your individual financial situation. We also take into account your desired maximum credit limit, if you tell us one. If your situation changes, it's important to give us a call on 1300 135 538 and let us know so we can update your details.

After having your MasterCard for 9 months, you'll be able to request an increase in your credit limit.

An increase in your credit limit will be approved subject to Card Services lending criteria and will depend on the assessment of your current financial situation and verification of particular details. Please allow 7 to 10 working days for assessment of your credit limit application.

It's important to remember that:

  • A minimum of 9 months from your account open date and 6 months from your last limit increase is required before an increase can be considered.
  • The maximum increase at any one time is 50% of your existing credit limit.
  • Credit limits cannot be increased by more than the product maximum
  • The Low Rate Credit Card has a maximum credit limit of $15,000
  • The Platinum MasterCard has a maximum credit limit of $30,000.

Decreasing your credit limit is easy, just give us a call and follow the prompts or write to us. It's important to remember that the credit limit can't be lower than the product minimum or lower than your current balance:

  • The Low Rate Credit Card has a minimum credit limit of $2,000.
  • The Platinum MasterCard has a minimum credit limit of $6,000.

No, there is no fee to apply for and/or receive a credit limit increase or decrease.

Use Credit Wisely

Credit can be enormously useful, letting us buy the things we want in life sooner, helping us to manage our cash flow, and it can be especially useful in emergencies.

But credit is also a big responsibility. It should be used wisely, because using credit to spend beyond your means can lead to unmanageable debt and serious financial trouble.

The more you know about credit - how it works and how to use it effectively, the easier it is to use this powerful tool wisely.

To learn more visit our Use Credit Wisely site

Throughout 2016 and 2017, a number of financial institutions will be moving to Comprehensive Credit Reporting, also known as ‘Positive Bureau’. This will enable credit providers to make more informed credit decisions.

Card Services is currently working with the Credit Reporting Bodies to implement ‘Positive Bureau’ by 2017.

For more information, visit http://www.creditsmart.org.au/what-has-changed

Credit Card Insurance

Credit Card Insurance

  • You need to advise MetLife as soon as possible after the event occurring.
  • Making a claim online for CreditShield products only:
  • To make a new claim please go here
  • To retrieve an existing claim please go here
  • For all other claim enquiries:
  • Telephone: 1800 221 599
  • Or you can write to:
    MetLife Claims Department
    GPO Box 3319
    Sydney NSW 2001
  • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1300 555 625 for more information.
  • When will I find out if my claim is accepted or not?
    You will receive notification of the status of your claim within 10 working days.
  • What if I am not happy with the results?
    Complaints Resolution
    We have established a complaints resolution process. If you have any complaints concerning your policy please call MetLife on 1300 555 625.

* The simplest way to make a claim is online:

To make a new claim, please click here

To retrieve an existing claim, please click here

* Or phone MetLife: 1800 221 599

Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1800 221 599 for more claims information.

When will I find out if my claim is accepted or not?
You will receive notification from MetLife of the status of your claim within 10 working days.

What if I have a problem with my Policy?
For all CardAssure complaints we have established a complaints resolution process and are committed to working with you to resolve your concerns. Please contact the relevant parties as follows:

For claims complaints:
Telephone:1300 555 625
Mail:Dispute Resolution Officer, MetLife Insurance Limited
Reply Paid 3319, Sydney NSW 2001

For all other complaints:
Telephone:1300 135 538
Mail:Customer Advocacy Unit, CardAssure Insurance
GPO Box 204, Sydney NSW 2001

If you are not satisfied with the response to your complaint, you can contact the Financial Ombudsman Service (FOS), an independent and impartial body, who will investigate the matter. Please contact them by:
Telephone:1300 780 808
Mail:The Executive Officer Financial Ombudsman Service
GPO Box 3, Melbourne Victoria 3001
Email:info@fos.org.au
Website:www.fos.org.au

To make a claim or if you have any claim related queries, contact:
Claims Team, AIA Australia
PO Box 6111
St Kilda Road Central VIC 8008
Freecall: 1800 333 613
Email: au.claims@aia.com

  • The simplest way to make a claim is online:
  • To make a new claim, please click here
  • To retrieve an existing claim, please click here
  • Telephone MetLife: 1800 221 599
  • Or you can write to:
    MetLife Claims Department
    GPO Box 3319
    Sydney
    NSW 2001
  • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1300 555 625 for more information.
  • When will I find out if my claim is accepted or not?
    You will receive notification of the status of your claim within 10 working days.
  • What if I am not happy with the results?
  • Complaints Resolution
    We have established a complaints resolution process. If you have any complaints concerning your policy please call MetLife on 1300 555 625.
Description of travel insurance, purchase cover and guaranteed pricing scheme insurances - terms and conditions for MasterCard cardholders effective 1 May 2014

 

Important information:

#Your liability in all cases of a lost or stolen Card is limited to a maximum of A$150 unless you have contributed to a loss. Delayed loss notification of your Card or a disclosed PIN may be examples where you have contributed to a loss.

*All non-passbooks, Bank, Building Society and Credit Union Accounts are generally suited for Easi-Pay apart from credit card accounts. Please enquire at your bank before nominating an account. BPAY® - Registered to BPAY Pty Ltd. ABN 69 079 137 518

  1. What is a regular payment?

    Regular payments can be either a recurring payment or an instalment payment. A regular payment represents an agreement between you (the cardholder) and a Merchant in which you preauthorise the Merchant to bill your card account at predetermined intervals (e.g. monthly or quarterly) or at intervals as agreed by you. The amount may differ or be the same for each transaction.

    For example, you may ask your local gymnasium to charge your monthly gym membership fee to you card each month; or you may have purchased a new television from your local appliance store and are being billed by the Merchant in subsequent multiple periods.

    There are many benefits for cardholders who set up regular payments, including:

    1. Ensures timely payment to the Merchant;
    2. Saves you time as the payment is processed automatically; and
    3. Saves you money as you do not have to pay for cheques, money transfers or postage nor will you be liable for late fees.
  2. Customer's right to dispute.

    Any issues with your regular payments, including failure of the Merchant to act on a change details advice, should be taken up directly with your Merchant first. If you require further assistance to resolve an issue between you and a Merchant, please contact Card Services on 1300 135 538 for more information.