General FAQs

Can a Heritage loans officer come to my home?

Yes, our mobile lending specialists are now available in selected areas to help with your home loan needs. Mobile Lenders are currently available for appointments in branch and at your home outside of hours across parts of Brisbane, Gold Coast, and Sydney. Some branches are open extended hours on some nights and Saturday mornings for your convenience. If you have questions about our services, you can contact us at any time, 24/7 by calling the Contact Centre on 13 14 22.

How can I deposit cash or a cheque into my Heritage account?

If you'd like to deposit money into your Heritage account, you can do so at one of our branch locations. If you're unable to find a branch close by, you might like to use Bank@Post for your deposit. 

Bank@Post

Bank@Post is Australia Post’s agency banking service and is a convenient option if you don’t have access to a Heritage branch.
 
All you need is your Heritage Visa debit, credit or loan deposit card. With facilities at around 3,500 Australia Post outlets around the country displaying the Bank@Post sign, you can:
  • Withdraw money
  • Deposit cheques and/or cash
  • Check your account balance
A fee may apply for Bank@Post transactions depending on the post code you live in. Please read our Fees and Limits Guide to see if these fees will apply.

How do I apply for a Heritage loan or credit card?

Apply for a Heritage loan or credit card in a way that suits you.

Face-to-face or Virtual Appointment

Contact your local branch to make an appointment to talk to a Lending Specialist. If you would like to conduct your appointment over a video conference let us know when you call. Our lenders have access to video conferencing technology so you can have the same experience of a face-to-face appointment, virtually! 

Online

Enquire for a credit card, home loan, personal loan or business loan online now. We’ll get back in touch with you as soon as possible to chat about your application and answer any questions you have.

Over the phone

You can start an application by calling us today on 13 14 22. We're available 24/7.

 

How do I contact Heritage if I have a query, feedback or complaint?

At Heritage we are always pleased to hear from our customers . People first means putting the needs of our customers first, and hearing what they have to say helps us to achieve this promise. You can make an enquiry or provide us with feedback such as compliments, observations or suggestions by calling 13 14 22, sending an email to info@heritage.com.au or visiting your local Heritage branch.

If you are unhappy with your Heritage experience, learn more about our Complaint Management Promise.

Where is my local Heritage Bank branch?

To locate your closest Heritage branch and to find the services on offer, visit heritage.com.au/locations.

Alternatively, call our Contact Centre on 13 14 22 24 hours a day 7 days a week.

What are the operating hours for the Contact Centre?

Our Contact Centre is available to answer your call 24 hours a day, 7 days a week on 13 14 22.

You can also find the opening hours for our branch locations using our branch locator tool. 

What products does Heritage offer?

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

How can I check my account balance?

To check your account balance with Heritage Bank you can:

If you'd like to register for internet or phone banking, contact us on 13 14 22 or visit your local branch. 

Where is the closest ATM?

As a Heritage customer, you can get money out fee free at Heritage ATM's and big 4 Bank ATMs in Australia.

The Big 4 Banks are ANZ, Westpac, NAB and Commonwealth Bank. Remember, some ATMs may still charge fees so it's important to check the prompts on the ATM screen that will indicate if a fee is going to be charged. 

To find the nearest Heritage Bank ATM to you, see our locations page.

Who owns Heritage Bank Australia?

Heritage Bank Limited is an Australian mutual financial institution. This means we're owned by our customers, not shareholders. Instead of pursuing massive profits, our customer-owned status means we can focus on putting People first through award-winning service, great products, low fees and competitive interest rates. Learn more.

How do I add a new payee (a new transfer destination)?

Heritage Online

To perform a transfer to a new destination, simply enter the details of the new destination into the fields provided.

The system will automatically detect that it's a new payee and ask for the appropriate authentication. This will be either a Pay Anyone Password or a One Time Password depending on your settings.

Once the payee is added you can complete the transfer as normal. To learn more about transferring money in Heritage Online you can also watch this helpful how-to video or visit the Heritage Online Help Centre.


Mobile Banking App

Adding a new Heritage or inter-bank payee in our Mobile Banking App is easy. Make sure your device is authenticated before getting started.

  1. Go to Move Money on the home screen or in the ☰ menu.
  2. Select your from account.
  3. Click on the Someone New button and select the type of payee you wish to add.
  4. Input your payee's account details and check they are correct. Press continue. 
  5. Complete the transfer as normal.

How do I view my Visa Authorisations or Payments in Advance?

You can view more information on your accounts through the “I Need To…” and “I’d Like To…” panels in Heritage Online. 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.

View Visa Authorisations (pledges)

Can be found in the “I’d Like To...” panel and 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.

What is a Visa Authorisation?

View Loan Details

Can be found in the “I’d Like To...” panel and will only appear if you are viewing transactions for an account for which this option is relevant. If you view transactions for any loan account, the option to “View loan/Line of Credit Details” will appear. In this menu you'll be able to see your loan information including payments in advance as at last repayment due date. 

What is the currency conversion fee for using my Visa Debit or Credit Card overseas or online?

When you spend on your Visa Debit or Credit Card overseas, or online in a currency that is not Australian Dollars (AUD), your purchase will attract an overseas currency conversion fee. If you withdraw money while overseas, there is also an overseas ATM or counter withdrawal fee.

 

Overseas currency conversion fee

Applicable on Visa purchases or withdrawals made in any currency that is not Australian Dollars (AUD)

3% of the AUD amount of the transaction
Overseas ATM or counter withdrawals fee (Visa)

$5.00 plus overseas currency conversion fee

 

Refer to our Fees and Limits guide for more information.

Does Heritage offer cardless cash?

We do not offer cardless cash withdrawals at our ATM's. If your card has been lost, stolen or misplaced, it's important to cancel it as soon as possible. You can do this in our Mobile Banking App or by calling 13 14 22.

If you require emergency access to cash, you can withdraw money from your local branch provided we can identify you sufficiently. 

Alternatively, give us a call on 13 14 22 and ask us to order a new card for you. Card delivery usually takes 7-10 working days, however you can request an express post card delivery within 5 working days for a fee of $25.

While your card is on it's way, use our Mobile Banking App to transfer money to other financial institutions in near real-time, using NPP Faster Payments

How do I activate or check the balance of a Heritage gift card?

Heritage Credits Rewards Gift Cards

For information about activating a gift card that was gained through the Heritage Credits rewards program, click here. These are gift cards issued by other companies, like Myers or Bunnings, that you have chosen to use your reward points on. 

Heritage Bank Prepaid Visa Gift Card

To activate your Heritage Gift Card, please visit heritagebankgiftcard.com.au. Enter the 17 digit card number, along with the 4 digit code that is detailed in the attached letter.

Other gift cards

Heritage issues a wide range of VISA Prepaid cards on behalf of Prepaid Partners. These cards are generally branded with the prepaid partners artwork and say "Issued by Heritage Bank" on the back of the card. For all enquiries on these cards, first contact the card's branding company. Otherwise, contact Heritage on 13 14 22 or email Heritage's prepaid team

Does Heritage offer insurance?

Yes. Information about the insurance products available can be found in the Insurance section.

If you'd like a quote you can get a quick quote online, call 13 14 22 or visit your local branch.

Does Heritage offer special clearance for cheques?

Unfortunately, due to the COVID-19 pandemic, Heritage is not offering a service for special clearance of cheques.

What is my account number?

At Heritage, your account number is your Member Number which is provided to you when you join Heritage. 

Your member (account) number is the same for all accounts you hold with Heritage, under one membership.

You can view your account information when logged into the Heritage Mobile Banking App or Heritage Online.

If you're unable to login contact us for help 24/7 on 13 14 22.

What is my BSB?

Your BSB is different for each account type you hold with Heritage.

We assign a different six-digit BSB to each account type you can hold with us. 

For example, our Simply Access Transaction Account has the BSB 638-010 and our Online Saver Savings Account has the BSB 638-260.

When we process payments into or from your Heritage account, we use the BSB you nominated to debit or credit the correct account type under your membership. 

You can look up your BSB online or contact us 24/7 on 13 14 22 for assistance. 

 

What is my daily card spend limit?

As a general guide, the default limit for cash withdrawals at ATMs within Australia and outside of Australia, and transactions using eftpos (cheque or savings) is $1,000. 

The default daily limit for purchases made online, by telephone or when using Visa (Credit) in stores is $10,000.

Further information about the daily spend limits on your card is set out in our Fees and Limits Guide.

How long will my bank to bank transfer take?

Bank to bank transfer times can vary across financial institutions depending on the type of transfer you make.  

If you’re making a traditional inter-bank transfer it will take 1-3 business days. If you use NPP Faster Payments or a PayID it can be near real-time.

Transfer time into a Heritage Bank account

The fastest way to receive money into a Heritage Bank account from another financial institution is via NPP Faster Payments to a PayID or BSB and Account Number.

The New Payments Platform allows you to receive a faster payment from anyone whose financial institution is a participant and who has an eligible account. If you’re unsure if your sender can use this service, check for participating financial institutions on the NPP Website.  

Alternatively, your sender could use a traditional inter-bank transfer which will take 1-3 business days from any financial institution.

Transfer time from Heritage to another bank

From the Mobile Banking App

The fastest way to transfer money from Heritage Bank to another financial institution is using NPP Faster Payments on our Mobile Banking App.

If the account you’re sending money to is eligible to receive NPP Faster payments, then you will receive an option to make the payment ‘Within 2 hours’. If you can't see this option, then the account you are sending to is not eligible to receive an NPP transfer. The transfer must go as a traditional inter-bank transfer and it could take 1-3 business days.  

From Heritage Online

If you transfer money from Heritage Online on a desktop or mobile browser to another financial institution, it will take 1-3 business days to arrive.

I’ve made a mistake with my money transfer. How do I reverse it?

If you’ve made a mistake with a money transfer get in touch with us as soon as possible on 13 14 22. Payments leave Heritage at different intervals throughout the day and we may be able to stop/reverse an Interbank or BPAY transfer if the funds have not left Heritage. 

If we’re unable to reverse the transfer, we’ll  request a trace and recall of the payment on your behalf. This could take 8 weeks for an interbank transfer or 2 weeks for a BPAY. Timeframes may vary.

If you made a mistake with an NPP Faster Payment in the Mobile Banking App, you may request for the funds to be returned by contacting Heritage, however there is no guarantee for their return. If you have simply changed your mind about your transfer then the best option is to discuss the issue with the person you paid directly. For more information on the terms on mistaken NPP Faster Payments see the NPP Terms and Conditions. 
 

What is the SWIFT code for Heritage Bank?

If you require the Heritage Bank SWIFT code please contact us on 13 14 22.

We're available 24/7 and will make sure that you receive the correct international transfer details and currency instructions.

Alternatively, you might like to use our Inward Telegraphic Transfer service powered by Western Union Business Solutions. 

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