Credit Card Management

  • How do I add an additional cardholder?

    To add an additional cardholder on an existing BOQ Credit Card:

    • Select your Credit Card account in Internet Banking, select ‘Q Rewards / Other Card Functions’ and then select the ‘Add and Additional Cardholder’ function; or
    • Visit your nearest BOQ Branch
  • How many additional cardholders may I attach to my card?

    BOQ permits a maximum of four additional cardholders.

  • How can I change my contact details?

    If your contact details change, it is important to notify BOQ as soon as possible. To change any personal details including address, email or phone number:

  • How do I close my account?

    You can request to close your Credit Card account by:

    • Log on to Internet Banking > select your Credit Card account > select Q Rewards / Other Card Functions > select Account Closure Request on the left hand side (Manage Your Credit Card) menu;
    • Call BOQ Customer Connect (24 hours a day, 7 days a week) on 1300 55 72 72; or
    • Visit your nearest BOQ branch

    Please note: this cannot be requested via the mobile banking app.

  • How do I decrease my credit limit?

    Existing customers are able to request a decrease on their credit limit through:

    1. Internet Banking, or
    2. Contacting us on 1300 55 72 72

    To request a credit limit decrease through Internet Banking, simply log on and on the left-hand side; Manage my Credit Card’ menu, click on Credit Limit Decrease and follow the prompts.

    If you have not used Internet Banking before, you will need to register first. It is important to note that your credit limit can’t be lower than your product minimum and should you wish to reinstate your previous credit limit after it is decreased, your application to increase your limit will be subject to our lending criteria at the that time. 

  • How can I increase my credit limit?

    Existing customers can contact us on 1300 55 72 72 to request an increase on their credit card limit and we will assess the request. An application to increase your credit limit is subject to our credit criteria.

  • Why can’t I perform a cash advance when I have available funds?

    Your cash advance limit is the same as your credit limit and these are different to your available balance. When your available balance is less than your credit limit, the maximum cash advance is determined by the lower of these, less any cash advances.

    Over-payments are excluded and do not qualify for a cash advance. If you over-pay your Credit Card, the additional funds over your credit limit will not qualify for a cash advance. 

  • What is a credit card eStatement?

    eStatements are electronic versions of your statements and are the easiest way to get your credit card statements. They’re easy to access, easy to print and easy to file.

    All BOQ Credit Card accounts will incur a $2 paper statement fee each month they are issued. Receiving statements electronically means not having to pay this fee.

    To find out more about eStatements and eCommunications, click here

Payment Options

  • What is a ‘regular payment arrangement’?

    Regular payment arrangements can be either a recurring payment or an instalment payment. A regular payment arrangement is an agreement between you (the cardholder) and a merchant in which you authorise the merchant to bill your credit card account at regular intervals (e.g. monthly or quarterly) or at intervals as agreed by you. The amount may differ or be the same for each transaction.

    An Instalment Payment represents an agreement between you (the credit cardholder) and a merchant in which you preauthorise the merchant to bill your credit card account with a fixed amount at predetermined intervals for a predetermined time.

    Examples:                                                            

    Recurring Transaction: You may ask your local gymnasium to charge your monthly gym membership fee to your credit card each month.

    Instalment Payment: You may have purchased a new television from your local appliance store and are being billed by the merchant for a fixed amount in multiple periods until a defined date.

  • What are the benefits of regular payment arrangements?

    There are many benefits for Credit Card holders who set up regular payments including:

    • Timely payments to the merchant
    • Saves you time as the payment is processed automatically
    • No need to send cheques or worry about postage delays
  • How do I cancel a regular payment arrangement?

    At Bank of Queensland, there are a few ways to cancel your Regular Payment Arrangement on your Credit Card:

    • Contact the merchant to initiate a cancellation
    • Call BOQ Customer Connect (24 hours a day, 7 days a week) on 1300 55 72 72 and select option 1 for Credit Cards where a team member will be able to guide you over the phone
    • Visit your nearest BOQ branch

    The request for cancellation will be processed by Citigroup, the credit provider for BOQ’s Credit Cards. Requests are processed promptly, however may not take immediate effect if the third party (eg, gym membership) has already submitted their payment file for processing. For added assurance, it is always good to touch base with the third party provider to ensure your payment arrangement is showing as cancelled within their system.

  • What if my Credit Card number and/or expiry date changes?

    If you have provided a merchant with your Credit Card number for a Regular Payment Arrangement and your Credit Card number and/or expiry date changes, then you must always contact the merchant to advise them of the new Credit Card/expiry details. Failure to advise the merchant of these changes could result in the cancellation of goods and/or services (eg, the cancellation of your car insurance policy).

  • How are payments allocated if you have additional cardholders?

    When you make a payment to your account using the Reference Number shown on your statement (which is also your Account Number), the available limit is updated for you as the primary cardholder, as soon as the payment is processed.

    For purchases made by additional cardholders, their available limit will be updated when your next statement is issued. If you need to make credit available to them earlier, you can make a payment to your account using the additional cardholder’s card number as the Reference Number.

Fixed Payment Options

  • What is an Instalment Plan?

    An Instalment Plan allows you to make your repayments in monthly instalments at a fixed rate over a set term. Please note that Instalment Plans may be subject to fees and charges.

    You can use an Instalment Plan in two ways:

    1. Statement Instalment – Convert retail purchases from your current statement. A minimum conversion of $500 applies. Excludes fees and charges, Balance Transfers, Cash Advances and existing Instalment Plans.
    2. Transaction Instalment – Convert unbilled retail purchases of $50 or more in an Instalment Plan.

    To find out more, click here

Credit Card Savings Linking Removal FAQs

    From 17 May 2021, when you insert your BOQ Credit Card at a POS terminal or an ATM, you can no longer make transactions from your linked BOQ transaction account by selecting the ‘Cheque or Savings’ option. You will need to use your BOQ Visa Debit Card to make transactions from your BOQ transaction account.  

  • What will happen to my BOQ Credit Card?

    Your BOQ Credit Card will continue to work as normal. The only change is that you will be unable to use it for the purposes of accessing funds in your BOQ transaction account.

  • What are the changes?

    Your transaction will decline when you insert your BOQ Credit Card and attempt to make transactions from a linked BOQ transaction account by selecting the ‘Cheque or Savings’. You will need to make sure you have your BOQ Visa Debit Card (and PIN) that is linked to your BOQ transaction account. If you can’t find your Visa Debit card, or can’t remember your PIN – don’t worry there is still time and we can send you a new one.  Either contact us on 1300 55 72 72 or visit your local branch.

  • When will the feature stop working?

    The change will come into effect on 17 May 2021.

  • What do I do if I can’t find my Visa Debit Card?

    If you can’t find your Visa Debit card – don’t worry there is still time and we can send you a new one.  Either contact us on 1300 55 72 72 or visit your local branch.

  • What do I do if I can’t remember the PIN for my Visa Debit Card?

    If you can’t remember your PIN – don’t worry there is still time and we can send you a new one.  Either contact us on 1300 55 72 72 or visit your local branch.

Credit Card Transaction Disputes

  • I don’t recognise a transaction on my Credit Card statement. What do I do?

    There are a few things you can do to confirm if the transaction in question is legitimate to your account:

    • Check the transaction with any additional cardholders;
    • If you don’t recognise the merchant name appearing on your statement, searching via Google can sometimes help to determine the business trading name or business type;
    • Verify if the merchant is located overseas or the transaction occurred overseas as this can alter the amount based on the exchange rate at the time; or
    • Contact the merchant directly as this is usually the fastest way to solve a transaction dispute. Many organisations have their own payment dispute process.
  • How do I dispute a transaction on my Credit Card statement?

    You can initiate the dispute process for an unknown transaction on your Credit Card statement, by doing the following:

    • Complete the Transaction Dispute form available online and then upload, with the support documentation via the Document Upload function available online (log on to Internet Banking > select your Credit Card account > select Q Rewards / Other Card Functions > select Document Upload on the left hand side (Manage Your Credit Card) menu)
    • Call BOQ Customer Connect (24 hours a day, 7 days a week) on 1300 55 72 72
    • Visit your nearest BOQ branch
    • Contact the merchant directly to dispute the transaction
  • What are the transaction dispute guidelines?
    • If your dispute is not about a suspected fraudulent transaction, we strongly suggest you attempt to resolve the dispute with the merchant or service provider.
      For disputes that may arise due to COVID-19, please note that many merchants are proactively offering refunds and reasonable alternatives for future service. If no resolution is agreed, we will act on your behalf in the formal dispute process.
    • Visa & Mastercard have a formal dispute process with set timeframes that BOQ Credit Cards must follow. To allow us to help you resolve your dispute you must contact us immediately on 1300 55 72 72 or provide us with a completed Dispute Form when you identify a suspicious transaction - ideally this should be within 60 days of the transaction date.
    • In order for us to act on your behalf, we need you to provide us with all the available information and supporting documentation along with the Dispute Form signed by the account owner.
    • Once we receive your Dispute Form and supporting documentation, we will liaise directly with the merchant's bank to request a copy of the transaction voucher if appropriate (charges may apply) or a reversal of the charge.
      In the case of Mail or Telephone Order transactions, or PIN@POS, there is no 'transaction' voucher.
    • The merchant's bank will respond with either a copy of the voucher, a reversal of the charge or a request for more information. We will contact you by mail if further information is required - please ensure that you respond within the timeframes as advised on the correspondence to ensure that we can continue your transaction dispute.
    • Dispute cases can take up to a maximum of 180 days depending on the nature of the dispute, and it is important for you to stay in contact with us and assist with the investigation until a resolution is achieved.

    At BOQ we aim to make the experience as easy as possible by providing you with detailed information on the steps involved. Visa and Mastercard have set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.

  • What types of transactions can be disputed?

    Unauthorised transaction, no knowledge of transaction, duplicate billing, non-receipt of goods or service not rendered, refund/credit not processed, goods returned to merchant or services cancelled but refund not processed, counterfeit merchandise, not as described or defective merchandise, cancelled recurring transactions, paid by other means, incorrect amount charged, incorrect transaction currency, cancelled merchandise/services, ATM discrepancy.

  • Samsung Pay

    • What is Samsung Pay?

      Samsung Pay lets you use your compatible Samsung device to securely pay using your BOQ Credit Card in store.

      Just like you do with your card today, simply tap your phone at a contactless terminal for purchases under $100. For purchases $100 or over, you can still tap your phone, but you PIN is required to be entered for additional security.

      To find out more about Samsung Pay, click here

    Q Rewards®/Other Card Functions

      If you have a BOQ Credit Card, you can access Other Card Functions by logging on to Internet Banking and selecting your Credit Card account number. The Q Rewards / Other Card Functions button will appear on the next page.

      For more frequently asked questions about Q Rewards / Other Card Functions, visit here.

       

    Credit Card - Online Applications

      For frequently asked questions about your Credit Card online applications, visit here.