Keeping your accounts secure and protecting you from fraudulent activity is our priority, which is why it’s important to keep your details up-to-date. If you haven’t updated or confirmed your details in a while, Heritage Bank may reach out to you with a request to update your information. Learn more about why we’re contacting you and how to action our request below.
It’s important that the information we have about you is correct, complete and kept up to date. This allows us to:
In most situations, you can update your contact details in Heritage Online. Alternatively, you can call us 24/7 on 13 14 22 or visit your local branch. Heritage may also reach out to you directly to confirm your details, which we've explained more below.
If you’ve been contacted by Heritage to update your details, please action the request as soon as possible. If your details haven’t changed, we still need you to action the request on time to confirm that the information we have about you is correct.
Contact our Enhanced Customer Due Diligence team directly on (07) 4694 9418 between 9:00am - 5:00pm (AEST) weekdays to update your details as soon as possible. Alternatively, you can call 13 14 22 and ask to be directed to our Enhanced Customer Due Diligence team.
If we don’t hear from you within the 28 days, restrictions will be applied to your membership. These restrictions could impact your ability to view your account balances, update scheduled payments and transfer funds between your accounts.
In some cases, we may no longer be able to provide you with products or services as a member of Heritage Bank and your accounts may be closed. To avoid any interruptions to your banking services, please contact us to update your details as soon as possible.
Fraudsters are continuously coming up with new and more sophisticated ways to try and access your information.
If you’re ever unsure whether an email, letter, SMS or website related to your accounts with Heritage Bank is legitimate, or something just doesn’t feel right, stop and speak with us before you take any further action. Our Queensland-based Contact Centre is available 24/7 on 13 14 22 to answer your questions. Alternatively, you can visit your nearest branch or email info@heritage.com.au.
I’ve been contacted to update my details. How do I know it’s genuine?
We’ll contact you via email, letter and phone call. We may use a combination of these channels, depending what contact details we have available for you.
If we call you, you’ll be asked several security questions to confirm your identity. To make sure you’re speaking with someone from Heritage Bank, you can ask for the caller’s name and then call us back on 13 14 22 (the official Heritage Bank phone number as listed on our website). We’ll be able to reconnect you to the staff member you were speaking to.
How often do I have to update my details?
It’s your responsibility to update your personal details with us whenever they change. We’ll also contact you and request that you confirm your personal information from time to time as part of our ongoing regulatory obligations to ensure your details are complete, current and accurate.
What details do I need to confirm?
You’ll need to confirm your full name, other names known by (if any), residential address, date of birth, occupation and citizenship information.
We may require more detailed information to understand the source of your income and assets. This can include properties that you own, the sale or purchase and/or sale of these assets.
If you have a business banking product with us, you’ll need to confirm your business name and entity details, business address, and industry information.
What happens if I don’t confirm my details?
It’s important that the information we have about you is accurate, complete, and current. If you are contacted by Heritage Bank to update your details you will have 28 days to action the request.
If we don’t hear from you within the allocated timeframe, restrictions will be applied to your membership. These restrictions could impact your ability to view your account balances, update scheduled payments and transfer funds between your accounts.
In some cases, we may no longer be able to provide you with products or services as a member of Heritage Bank and your accounts may be closed.
To avoid any interruptions to your banking services, please contact us to update your details as soon as possible.
Can I update my contact details online?
In most situations, you can update your address, phone number, mobile number and email address in Heritage Online when logged in on your mobile browser or desktop computer.
If you received a call from Heritage to update your details, you may need to confirm other details such as your full name, other names known by (if any), residential address, date of birth, occupation and citizenship information.
We may also require more detailed information to understand the source of your income and assets. This can include properties that you own, the sale or purchase and/or sale of these assets. If you have a business banking product with us, you’ll need to confirm your business name and entity details, business address, and industry information.
How do I learn more about how you treat my personal information?
Our Privacy Policy is available on our website, or you can request a copy at any Heritage Bank branch. If you have further questions about how your personal information is collected or used, please refer to the contact details listed within our Privacy Policy.
This will determine how best we can help.