If the beneficiary has not received the International payment, you should first clarify whether the correct bank and bank account information was used in the payment. You will need to check these details with the beneficiary.
Please Note: It is your responsibility to ensure that the account details provided are correct or your payment may be unsuccessful or may be paid to an unintended account. BOQ does not check that the details you provide are correct (i.e. beneficiary name, National Code and Account Identifier match), and relies solely on the account number details to process your transaction.
If the correct details were used, then it's most likely that there has been a delay in the processing of the payment after it has been sent by BOQ. You should ask the beneficiary if they have checked with their bank as to whether the payment has arrived but not yet processed. If it has not arrived then it may be worth waiting another day or you can request for BOQ to trace the payment. Tracing the payment will incur a fee. You can initiate a trace by contacting our Customer Contact Centre on 1300 55 72 72. It's very rare for payments to go missing if correct details are used.
If incorrect details have been used, the payment may be on it's way back to BOQ as a rejected payment, in which case we will contact you on it's return. If it is not returned we can send a message to the beneficiaries bank amending the details of the payment. There is a fee for this service.
Generally, most beneficiaries in most countries could expect to receive the funds within 1-3 business days.
Some countries, for example India, often take longer than 1-3 business days to process payments.
