Credit card FAQs

If two people have a joint account they are liable together and separately for all charges to the card account. In this case, both people can access the account and its information on request or through iBank.

An additional cardholder, however, has no liability for any charges incurred by using their card; this is the responsibility of the primary cardholder. The additional cardholder will also not have access to the account or its information through iBank unless the primary cardholder has specifically authorised it.

Simple: for every dollar you spend, you will earn one Loyalty Point. Your Loyalty Points will then be credited to your chosen account – either credit card or savings account – every six months at a rate of 400 Loyalty Points to 1 Australian dollar.

You cannot earn Loyalty points on the following transactions: BPAY payments, balance transfers, cash advances, credit card fees and charges, interest charges, government fees or unauthorised purchases.

Once you’ve got your new debit or credit card, there are lots of ways to activate it – through iBank, on the Hume Bank App, in one of our branches, or by calling our Contact Centre.

On the Hume Bank App:

1. Download the Hume Bank App
2. Log in
3. Select ‘Manage Cards’
4. Select ‘Activate’
5. Set a PIN if required

Through iBank:

1. Log in to iBank
2. Select ‘Payments’
3. Select ‘card activation’
4. Follow the prompts

With us in person or on the phone:

Call us on 1800 808 550, Monday to Friday 8am to 5:45pm and Saturday 9:30am to 12pm, or find your nearest branch here. You’ll need to quickly verify your ID and our staff can walk you through the steps for activation.

A regular payment could be a recurring payment or an installment payment, for either the same or differing amounts. If you set up a regular payment, that means you authorise a merchant to bill your credit card at predetermined intervals.

These payments represent an agreement between you and a merchant where you preauthorise them to bill your credit card at predetermined intervals.

There can be many benefits for setting up regular payments, such as:

• Ensures timely payments to the merchant
• Saves you time as the payment is processed automatically
• Saves you money as you do not have to pay for cheques, money transfers or postage, nor will you be liable for late fees.

You should keep a record (like this template) of all your regular payment arrangements and store it in a safe place. You are also responsible for notifying the merchant if and when your account details change – you can use this document to create an appropriate letter to do so. Until you notify the merchant, we’re required to process transactions from the merchant.

If you’ve forgotten your PIN call us on 1800 808 550 (8am to 5:45pm every weekday and 9:30am to 12pm on Saturdays) or drop into one of our branches.

You can set your PIN through iBank, on the Hume Bank App or by calling us on 1800 808 550, Monday to Friday 8am to 5:45pm and Saturday 9:30am to 12pm.

To set up your PIN on iBank:

1. Log in to iBank
2. Select ‘settings’
3. Select PIN Change and follow the prompts to select a new PIN
4. We’ll send a one-time password to your mobile phone to confirm.

To set up your PIN on the Hume Bank App:

1. Log in to the Hume Bank App
2. Tap the menu icon (three horizontal lines) and select Cards
3. Select Change PIN and follow the prompts

If you don’t set up your PIN online or over the phone, it will be mailed to you within seven working days of when you received your card. If this doesn’t happen, please get in touch.

Remember, if your new card is replacing an expired or damaged card, you can continue to use your current PIN.

While we are not responsible for any goods or services you obtain by using your card, you can ask us to dispute any transaction on your Visa debit card that was:

• Unauthorised
• Made even though you cancelled a recurring payment arrangement
• For goods or services that the merchant did not deliver
• For goods and services which did not match the description provided by the merchant.

In this case, we will reverse the payment to the merchant’s financial institution, unless the charge is not eligible for dispute rights (e.g. BPAY payments). However, you must inform us of the disputed transaction within the following timeframes:

• For Visa debit card transactions, within 120 days
• For Cashcard transactions, within 210 days.

Once these time limits have expired, any dispute rights may be lost. Where the ePayments Code applies to the transaction, its time limits may apply, not those of the card scheme. See our Product Disclosure Statement for further information.