Frequently asked questions; Pay Anyone and Multi Payments

 

 

What is a Pay Anyone payment?

Pay Anyone payments is a facility within Internet Banking which allows payments to be made to accounts at Bank of Queensland or to accounts at most other Banks, Building Societies or Credit Unions throughout Australia.

 

What is a Multi Payment?

The Multi Payment facility within Internet Banking enables you to make payments to the accounts of multiple payees in a single transaction.  Up to 100 payments can be made in the one Multi Payment transaction.  These accounts may be another Bank of Queensland account or an account held at another Australian financial institution.

 

If you make payments to the same group of payees regularly then Multi Payment templates enable you to save this group and reuse this set of payee details again in the future.

 

I entered the wrong account number in a Pay Anyone or Multi Payment - can I cancel it?

If your payment has not been processed you can modify the account number.

 

There is no facility for the Bank to reverse a Pay Anyone payment or a Multi Payment after a receipt has been issued to the customer making the request. 

 

The following scenarios explain the process should you nominate an invalid account number or unintended account:
 
Invalid Account Number
If you nominated an account number which does not identify a valid account at the destination Financial Institution, the destination Financial Institution will return the funds to the originating Bank of Queensland account / credit card (because the account number nominated will not match any account number at that Financial Institution).  The funds will be returned to your account within the same timeframe as for a valid transaction (i.e. Transaction +1 day, subject to the business day cut off times).

 

For example, if you requested a transaction on Tuesday 17/12 after 5pm, the return would be credited to your account / credit card by Thursday 19/12 (this is because the transaction was carried out after the 5pm cut off).  If the request is made before 5pm the return would be credited to your account / credit card by Wednesday 18/12.
 
Valid Account Number but not the Intended Account
If you nominated an account number that is valid but the payment is not intended for that account (or you have changed your mind for some reason), you will need to contact the Customer Contact Centre on 1300 55 72 72 or a branch to request the recovery of these funds.   There is no guarantee that the funds will be able to be recovered from the recipient.  For this reason, you must ensure that the payment details that you enter are correct.

 

You will need to provide us with the details of the original Pay Anyone payment (i.e. BSB, Account Number, Account Name, and Description) as well as the date and time of the request.  There is a fee associated with this request.  The timeframe for recovery of these funds depends on the destination Financial Institution.

 

When I logout of Internet Banking, why does the session summary say I have deleted a payment when all I did was modify it?

When you modify a future dated Pay Anyone, Multi Payment or BPAY, Internet Banking internally deletes the payment and creates a new payment with the same details including the modification.  Hence the reason why your change is displayed as a deletion and creation.

 

Is there a Pay Anyone and Multi Payment limit?

Yes.  When you register for Internet Banking you will be offered a number of Daily Limits Packages to choose from. These will define the daily transaction amount limit for Pay Anyone (including Multi Payments) and BPAY transactions via Internet Banking. 

The Daily Limits Package can be set by the branch as part of the initial registration, and be effective immediately.  You can also choose or change your limits package online.  Any increase that is requested online will automatically be applied after 2 calendar days, limit reductions take effect immediately.

The table below shows the limit packages available:

 

These Pay Anyone and BPAY daily limits are pre-set pairs as outlined above.  Pay Anyone and BPAY limits can not be selected separately.  For example, $2,500 Pay Anyone and $50,000 BPAY limit is not a valid limit combination.

 

How can I change my limit?

The Daily Limits Package can be set by a branch as part of your initial registration, and be effective immediately. You can also choose your limits package online using Internet Banking. 

 

A decrease to your limits package requested online will be effective immediately. An increase requested online will be applied automatically after 2 calendar days. This two day delay is for security reasons. In this two day period we will contact you via the registered email account for your profile to advise that a limit change has been requested.

 

Users should note that increases to their daily limits package may result in the need for additional authentication using the BOQ Security Token.

 

If your new Daily Limits Package requires additional authentication, you must visit a branch to have a BOQ Security Token assigned to you if you do not already have one.

 

Are there separate daily limits for Multi Payments and Pay Anyone payments?

No.  The Pay Anyone limit defined in your Daily Limits package applies to Multi Payment and Pay Anyone payments combined.
 
The daily total of all Pay Anyone payments and Multi Pay Anyone payments is subject to the Pay Anyone limit.

 

Can Multi Payments and Pay Anyone payments be made to a credit card?

No.  Accounts into which funds are to be paid must be identified by a BSB and Account Number.

Can Multi Payments and Pay Anyone payments be used to pay other Bank of Queensland accounts?

Yes.  You need to know the BSB and account number of the Bank of Queensland account. 

 

The Bank of Queensland centralised accounting system recognises the BSB of 124-001 or the account’s domicile BSB e.g. 124-083 (Hamilton Branch).

 

When does the money for a payment come out of my account?

Bank of Queensland will withdraw funds from your account on the date the payment is requested.  If the payment is scheduled for immediate payment, funds will be withdrawn immediately.  If you have scheduled the payment to occur on a date in the future, funds will not be withdrawn until that date. 

 

What are the cut off times for Pay Anyone payments, Multi Payments?

For a Pay Anyone payment or Multi Payment request the cut off time is 5.00 p.m. (AEST) on a business day.

  

 

* A business day is defined as any day on which Bank of Queensland head office is open for business that is also a day on which banks in Melbourne or Sydney are able to effect settlement through the Reserve Bank of Australia.

 

Why can't I make a payment with a zero amount?

Internet Banking does not support zero payments.  If you don't want to make a payment to a specific payee(s) simply 'copy' the Multi Payment and delete the payees you don't want to pay.  The deletion only affects the copied Multi Payment and not the Multi Payment you copied.

 

Why was I logged out of the system when entering new payees into a Multi Payments template?

As a security measure Internet Banking will timeout if there have been no 'host' requests in a 15 minute period.  If this happens you will need to logon to Internet Banking again and continue adding your payees. You will not lose the payees you had previously created.

What does a Multi Payment status of 'Unknown' mean?

If the internal response from the host system when processing a Multi Payment takes longer than 6 hours, Internet Banking will flag the Multi Payment status as 'Unknown'.  To identify if the payments have been successfully processed you will need to check whether the recipients have received the proceeds.  If no payments have reached the recipients, check that the Multi Payment was not postdated or missed the cut off time of 5pm.

Why does my Pay Anyone transaction timeout when all other transactions work fine?

We have had reports that a number of Internet Banking customers have experienced a "Page unavailable" time out error after submitting a Pay Anyone payment.  It has been identified that these customers are using a D-Link ADSL Modem Router.  The different models which have been identified are: DSL-502T, DSL-504T and DSL-G604T.  To correct the issue please arrange for the firmware to be updated to the latest version.  Please visit D-Link Tech Support for further information on upgrading your Modem/Router.

How do I create direct debits without a software package to create a Payment File?

You can use the Direct Debit functionality on the Multi Payments menu within Internet Banking. Once registered as a Debit Payment user you will be able to create, save and edit a group of Direct Debits for transmission to the Bank.

 

If your question is not answered by these FAQs or you have other questions regarding Bank of Queensland Internet Banking, please contact our Customer Contact Centre on 1300 55 72 72  (+617 3336 2420 if you are calling from outside Australia) or email us.