FAQs

General

Please click on a question to view the answer.

• Q. Can a Heritage loans officer come to my home?

  No, but some branches are open extended hours on some nights and Saturday mornings for your convenience. Call the Contact Centre on 13 14 22 to find out the opening hours of the branch closest to you.

• Q. Does Heritage offer insurance?

  Yes, insurance quotes can be obtained from any branch, by calling 13 14 22 or via an online quote. Information about the insurance products available can be found in the Insurance section.

• Q. How do I apply for a credit card, personal loan or home loan with Heritage?

  You can visit any branch and make an appointment to see a branch manager or loans officer, or you can call 13 14 22 for more information.

• Q. How do I contact Heritage if I have a query or complaint?

  You can contact us by calling 13 14 22, send an email to info@hbs.net.au or visit your local Heritage branch.

• Q. I cannot locate my local Heritage branch. Where do I find it?

  See our Locations page for more details on branch locations.

• Q. What are the operating hours for the Contact Centre?

  The Contact Centre is available from 8:30am to 7:00pm AEST Monday to Saturday.

• Q. What products does Heritage offer?

  Heritage offers a full range of financial products including mortgage and personal loans, credit cards, savings and access accounts, term deposits, online saver accounts and insurance.

• Q. Where is the closest ATM?

  See our Locations page for more details on ATM locations.

• Q. What has happened to my Pay Anyone Password?

  When a member registers for SMS Banking, SMS Security replaces the Pay Anyone Password as the method of Pay Anyone authentication. This means that if members choose to register for SMS Banking in the new Heritage on-line, they will no longer be able use the old Heritage on-line to complete functions that require the use of the Pay Anyone password such as adding a new Heritage or Inter-bank payee.. Please note that it is not a requirement to sign up for SMS Banking, however members can only have SMS Banking or the Pay Anyone Password, not both.

• Q. How do I add a new Heritage or Inter-bank Payee (a new transfer destination)?

  The Pay Anyone process has been streamlined. Instead adding a payee as one step and then completing a transfer to that destination as a separate step, members can now simply perform a transfer, entering the details of the new destination into the fields provided. If the destination is new, the system will automatically detect this, ask for the appropriate authentication, either a Pay Anyone Password a One Time Password.

• Q. How do I view my Visa Authorisations or my Payments in Advance/Loan Details?

  Heritage on-line has introduced the “I Need To…” and “I’d Like To…” panels. These panels are located on the right hand of the screen and the options available change depending on your membership characteristics, and the page that you are viewing.
  
  Two options that are likely to be useful are “View Visa Authorisations” and “View Loan Details”. These two can be found in the “I’d Like To...” panel and they will only appear if you are viewing transactions for an account for which this option is relevant. For example, if you view transactions for an account with a Credit or Debit card attached, the option to “View Visa Authorisations” will be visible. If you view transactions for any loan account, the option to “View loan/Line of Credit Details” will appear. Many other options that used to appear under the “A/C DETAILS” menu are now contained under the “I’d Like To…” panel, including viewing details of a term deposit, or finding the available balance breakdown of an account.