• Pending Transactions.

    When looking at your account balance, your available balance may be lower than your current account balance. This is because some transactions may be held as pending and are yet to settle. Your account balance is updated when the payment is processed.

    Pending transactions generally take up to 5 days to clear and appear on your statement, which confirms your transaction is settled. However, the merchant may still process the transaction after that date, which will reduce your account balance and the transaction will appear on your statement at that later date. This may occur when using your Visa Debit Card via payWave, credit (CR) at a merchant terminal or an online/phone purchase.

    Pending transactions do not count towards the bonus interest criteria to activate bonus interest (for products with bonus interest).

    You should make sure that you check your available funds regularly to know how much money you have in your account.

    Need more help? Call our Customer Contact Centre on 1300 55 72 72 or for myBOQ 1300 737 766

  • Dishonoured Payment.

    Why have I received a dishonour SMS notification?

    An SMS will be sent to your registered phone number when you have insufficient cleared funds in your account to cover the payment of a cheque or direct debit. You haven’t been charged a fee, however overdrawn interest may apply. In some instances the cheque or direct debit may still have been paid.

    Why did I receive a dishonour SMS notification when I had enough funds in my account?

    A cheque or direct debit may have been attempted on your account and at the time, there may not have been sufficient cleared funds in the account. Funds may have been added or cleared after this time. There is a slight lag between when the dishonour occurs and when the SMS is received.

    I noticed a transaction has overdrawn my balance?

    A cheque or direct debit may have been attempted on your account and there may not have been sufficient cleared funds in the account at the time.

    If this is a recurring payment, please consider changing the timing of your direct debits to ensure there are sufficient cleared funds in your account for future debits.

    If you are receiving benefits you may be entitled to a concession account. A concession account will not allow you to become overdrawn.

    If you are an eligible Commonwealth Government Pension or Concession Card Holder and have a Day2Day Plus Account we can offer you a concession feature which prevents your account from overdrawing. 

    Still have questions? Contact us on 1300 55 72 72 or visit us your nearest BOQ branch.

  • Dispute a transaction on your Debit Card.

    BOQ Card Services can dispute transactions relating to Visa Debit, EFTPOS and ATM transactions. However, there are a few quick checks you can also do yourself that may assist in resolving the dispute.

    When to contact BOQ

    It is best to contact us as soon as possible to assist you with:

    • Identifying transactions you don’t recognise.
    • Disputing payments where your purchase didn’t arrive or it differed from the description and the merchant is not responding to your enquiry.
    • Disputing payments where the amount taken differed from the agreed amount.
    • Disputing duplicated transactions.
    • Disputing payments where the goods delivered were damaged or faulty.
    • When to contact the merchant
    • When you are in disagreement about a bill from a supplier or merchant.
    • When you are disputing a contract.
    • When you have changed your mind and are trying to negotiate a refund or exchange

    Before you dispute a Transaction

    Here are a few things you can do before you contact us to dispute a transaction:

    • Check the transaction with any additional cardholders.
    • Contact the merchant directly, this is usually the fastest way to resolve a transaction dispute. Some organisations such as Apple, Google, PayPal and many others have their own payment dispute processes. 
    • If you don’t recognise the merchant name appearing on your statement, checking on google.com.au can sometimes help to determine the business trading name or business type.
    • Verify if the merchant is located overseas or the transaction occurred overseas, this can alter the amount based on the exchange rate at the time.

    If you still wish to dispute the Transaction

    If you’ve tried to resolve your dispute using these suggestions and had no success, you can ask us to dispute the transaction on your behalf. 

    • You'll need to have these details ready to raise the dispute:
    • Your card and account details where the transaction occurred
    • Date, amount & description details of the transaction from your statement or transaction history
    • Any details of attempts to resolve with the merchant directly (e.g., emails, letters, or records of phone calls)
    • Police Report details in the case of fraudulent transactions or stolen cards
    • Provide any receipts and/or documentation relating to the transaction/dispute

    Transaction Accounts: 

    Contact Centre 1300 55 72 72.

    Visit us in a BOQ branch.

    myBOQ: 

    Contact Centre  1300 737 766.

    We'll submit your request to the merchant, and provide you with a dispute reference number.

    For EFTPOS and ATM disputes it can take up to 45 days to resolve your dispute with the Merchant.

    For Visa Debit disputes it can take up to 75 days to resolve your dispute with the Merchant.

    We will contact you throughout the process via letter or email to provide updates or request further information when required.

  • Dispute a transaction on your Credit Card.

    What types of transactions can be disputed on your credit card?

    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.

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

    • Contact the merchant directly as this is usually the fastest way to solve a transaction dispute. Many organisations have their own payment dispute process.
    • If you don’t recognise the merchant name appearing on your statement, searching via Google. This may 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.
    • Check the transaction with any additional cardholders.

    Dispute a transaction on my Credit Card statement.

    You can initiate the dispute process for an unknown transaction on your Credit Card statement through internet banking.

    1. Complete the Transaction Dispute Form and upload with the support documentation.
    2. Log into Internet Banking.
    3. Select your Credit Card account.
    4. Select Q Rewards / Other Card Functions.
    5. Manage Your Credit Card
    6. Select Document Upload on the left hand side

    We'll submit your request to the merchant, and provide you with a dispute reference number.

    For EFTPOS and ATM disputes it can take up to 45 days to resolve your dispute with the Merchant.

    For Visa disputes it can take up to 75 days to resolve your dispute with the Merchant.

    We will contact you throughout the process via letter or email to provide updates or request further information when required.

    Call Customer Connect on 1300 55 72 72 

    Visit your local BOQ branch

  • Cancel a disputed transaction.

    You can cancel a dispute at any stage by simply contacting any BOQ Branch or our Contact Centre directly on 1300 55 72 72.

    Please quote your dispute reference number if you have it handy, or your Customer Access Number (CAN).

  • Available balance for loan redraw.

    The balance is calculated up to your last repayment. If eligible you may redraw any amounts that have been deposited to your account in excess of the total of your most recent minimum monthly repayment. You will need to ensure that you leave enough available funds to cover the next minimum monthly repayment.

    If you redraw, your minimum monthly repayment is due as normal on the next due date. Please note that the Bank’s system operates on a monthly basis. If you make your repayments weekly or fortnightly, those payments made each week or fortnight before the monthly due date will appear to be amounts available for redraw. You must take this into account when redrawing funds and must ensure that you leave enough funds in your loan account to meet your next minimum monthly repayment.

  • Payments

    • Add a new payee.

      To add a new payee

      BOQ Mobile App myBOQ App

      1. Select 'Add Payee'.
      2. Enter a Personalised Payee Name
      3. Add the BSB of the payee’s bank
      If the payee's account is with BOQ, click the Use BOQs BSB box.
      4. Add Payee Account Number
      5. Add Payee Account Name
      6. Enter a Reference for the payee
      7. Click 'Add'.

      Edit an existing payee

      1. Click the Name of the payee.
      2. Click 'Edit'.
      3. Make your edit.
      4. Click 'update'.

      1. Log in to the myBOQ app.
      2. Tap the 'arrows' icon in the bottom menu.
      3. Tap 'Profile' icon.
      4. Tap ‘Pay someone new’.
      5. Enter Payee details
      6. Click on 'save'.

      Edit an exisitng payee

      1. Tap the  "Arrows" icon in the bottom menu.
      2. Tap 'Profile' icon.
      3. Tap ‘Edit’ in the top right hand corner.
      4. Select the Payee. 
      5. Make your edit.
      6. Select ‘Done’.

       

      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. name and account number match), and relies solely on the account number to process your transaction.

    • myBOQ PayID.

      BOQ supports PayID on all accounts managed via the myBOQ app. 

      Create a new payee (PayID)

      1. Log in to the myBOQ app.
      2. Tap the 'Arrows'  icon in the bottom menu.
      3. Tap 'Profile' icon.
      4. Tap ‘Pay someone new’.
      5. Tap ‘PayID’.
      6. Select the PayID type from the menu.
      7. Add the mobile number, email, ABN or organisation name.
      8. Select Save.

      Please note: Double check the PayID carefully – if you make a payment to the wrong PayID, BOQ may not be able to retrieve it for you.

    • RTGS, BPAY & International payments.

      Visit our Transfer & Payments page to find FAQ's for payments including BPAY, Pay Anyone, Multi Pay, International & RTGS payments.

      Need more help? Please call our Customer Contact Centre on 1300 55 72 72 

    • Contactless Payments.

      Both BOQ Access & Visa Debit cards have contactless payment functionality, this allows card holder to make payments without the need to swipe, enter your PIN or sign at the register when making purchases under $100.

      You do not need to select credit, savings or cheque when using your Contactless Card.  The transaction is automatically processed to the transaction account linked to your Savings button.

      A limit of $100 applies to Contactless Payments. For transactions of $100 and over, you can still use your Contactless Card by swiping or inserting the card in the terminal and providing your signature or PIN.

      Contactless Payments are just as secure because contactless transactions use the latest encryption technology, and are processed through the same payment network as chip card transactions. In addition, with contactless technology, you retain control of your Contactless Card during the transaction, which reduces the risk of fraud. If you believe that you have been charged twice for a transaction, contact BOQ on 1300 55 72 72

      As with any other card, if you have lost your card or suspect unauthorised activity on your account, stop using your Contactless Card and contact BOQ on 1300 55 72 72 immediately. If you comply with the terms of the cardholder agreement, you will be reimbursed for any unauthorised activity on your Contactless Card.  

      Need more help? Please call our Customer Contact Centre on 1300 55 72 72 

    • Switch payments to BOQ.
      • Update salary payments

      Let your employer know your new bank account details for your pay or salary to be credited to. Use this form to easily inform your employer of your banking changes.  

      Complete this Salary Transfer Request Form and provide to your employer to let them know your account has changed.

      • Update regular payments

      All those direct debits and credits set up on your previous bank accounts can be a pain to change. We’ve made it easy! 

      Complete the Switching to BOQ form and return it to your local BOQ branch.

      The form asks you to tick either option 1 or option 2.

      Option 1: Switch all regular payments.

      We’ll obtain a list of your regular debits and credits (Regular Payments List), performed over the previous 13 months, from your previous financial institution (this can take up to 5 business days). 

      Once the list is provided we’ll send notifications to all the Debit Users identified on the Regular Payments List (actioned within 2 days of receiving the list).  

      A letter will be sent to you with a list of the switched payments for your records. 

      It can take 4 to 6 weeks for all the payments to change over. We recommend keeping sufficient funds in your previous account to cover these payments in the meantime.

      Option 2: Request the Regular Payments List only.

      We’ll obtain a list of your regular debits and credits (Regular Payments List), performed over the previous 13 months, from your previous financial institution (this can take up to 5 business days)

      Once the list is provided we’ll send a copy of the list to your local branch for collection.

      Speak to your branch about how we can help further.

      Need more help? Please call our Customer Contact Centre on 1300 55 72 72 

Account Interest

  • Find your account interest.

    After the end of the financial year we send your annual interest earned directly to the Australian Taxation Office (You can find it in your myGov account).

    If you need to calculate interest earned or paid, you can view and export your interest transactions in Internet Banking.

    1. Log into internet banking.
    2. Select your account.
    3. Type a transaction keyword (e.g. interest  or  capitalisation)
    4. Enter the financial year date range (e.g. 1 July 2022 – 30 June 2023).

    If you’re signed up to receive eStatements, your past bank statements are available online. Simply log in to Internet or Mobile Banking and select ‘eStatements’ from the menu.

    If you need an interest summary statement, you can send us a secure message through Internet Banking and we can generate one for you. Just log in to Internet Banking, click ‘Messages’ from the top menu and select ‘New Message’.

    Find help on Foreign Tax Resident Reporting

    Need more help? Call our Customer Contact Centre on 1300 55 72 72

  • Find your myBOQ account interest.

    After the end of the financial year we send your annual interest earned directly to the Australian Taxation Office (You can find it in your myGov account).

    The total interest earned for the financial year on your Saver accounts are visible in the app from 1 July.

    To find the interest earned on your Future, Smart or Simple Saver account.

    1. Log in to the myBOQ app.
    2. Tap the ‘Profile’ icon in the bottom menu.
    3. Select the account you want to calculate interest for.
    4. Select the ‘Activity’ icon.
    5. Enter the dates of the relevant financial year. (e.g. 1 July 2022 – 30 June 2023).
    6. Tap ‘Transaction type’.
    7. select ‘Interest’ from the list.
    8. Select ‘Search’.
    9. Calculate the interest you’ve been paid.

    If you’ve had any interest adjustments during the year, these amounts won’t be included in the ‘interest earned previous financial year’ amount. You will need to search your transactions for ‘interest adjustment’.

    If you’re looking for deductions, Use the activity search bar on your account screen to find any transactions from the previous financial year.

    Find help on Foreign Tax Resident Reporting

    Need more help? Call myBOQ on 1300 737 766

  • How is interest calculated?

    Interest rates on your savings account are variable and are calculated from the day funds are credited to your account. It is calculated daily by applying the applicable interest rate to the closing balance of your account each day as follows:

    Saver Account daily closing balance x interest rate (per annum)
    Number of days in the year (365 or 366 days)

    We will credit interest to your account at the close of business on the last day of each calendar month, and the interest payment will be available on the first day of the following month. 

    Some months have more days than others, which can affect the total dollar value of interest paid each month. 

    Tiered interest is calculated and paid on the total balance of all Saver accounts that are held in the same name. The amount of interest you will earn is determined by the balance in your account.

    Learn more about myBOQ bonus interest.

    Need more help? Call our Customer Contact Centre on 1300 55 72 72 or for myBOQ 1300 737 766

Transaction History

  • Search your account transactions.

    You can search particular transactions on Internet Banking and the myBOQ app.

    BOQ Mobile App myBOQ App

    1. Log into internet banking
    2. Choose an account.
    3. Select a Date Range.
    4. Click 'More'.
    5. Enter the Start and End Date.
    6. Choose a Transaction Type
    7. Add other values if needed
    8. Click Search.

                                                                                    

    1. Log in to the myBOQ app.
    2. Tap the 'Accounts' icon in the bottom menu. 
    3. Select the account you’d like to search from the list.
    4. Select the ‘Activity’ icon. 
    5. Search credit/debit type, define a date range, amount or transaction type.
    6. Once the range is defined, tap ‘Search.’
    7. A list will appear with all relevant transactions.

     

     

  • Change the order in which accounts are displayed.
    • BOQ

    You can set the order in which your accounts are displayed by assigning a Quick Access Number (QAN) to your accounts.

    To assign a QAN to your accounts,

    1. Log into internet banking
    2. Select 'More' menu option
    3. Click 'SMS'.
    4. Choose the 'Quick Access Number' tab
    5. Follow the instructions.

    You can also change the order of your accounts for the current Internet Banking session.

    Clicking the 'Account Number' heading will sort the accounts numerically be their account numbers.

    Clicking the 'Account Name' will order your accounts based on their account name.

    For more detailed instructions you can view the Quick Access Numbers and SMS Banking video tutorial.

    • myBOQ

    Currently, this isn’t available for customers accessing the myBOQ app.

    Need more help? Call our Customer Contact Centre on 1300 55 72 72 or for myBOQ 1300 737 766

  • How much transaction history can I view?

    The Search Transaction History function in Internet Banking enables you to search any of your registered accounts.

    Non-credit card accounts:

    Internet Banking maintains history of your transactions for a minimum of 12 months after they were carried out.

    Credit card accounts:

    The transaction list will display all unstatemented transactions (transactions which occurred after the date of your last statement) as well as the transactions from your last three statements.

    It does not include any authorised transactions that have not yet been processed. If you access the Other Card Functions via Internet Banking you can download your previous statements in PDF format for the last 12 months.

    Note: You cannot view a  running balance for Credit Cards. You can only view running balances for all non-credit card accounts.

    Loan accounts:

    The entry described as FEE CAPITALISATION affects the balance of the loan account. The entry/entries that appear immediately before this transaction describe the fees capitalised and do not affect the balance of the loan account.

    Note: The transaction history is not an official statement and is subject to change. 

    If you require details of more transactions, please contact the Customer Contact Centre on 1300 55 72 72.

  • View receipt numbers for previously completed transactions.

    If the transaction has been completed within the last 50 sessions in Internet Banking, the details for this session, including receipt numbers can be viewed in Internet Banking.

    To get to the Session Summary details:

    1. Log into internet banking.
    2. Select 'More' from the top menu.
    3. Click on 'Other Services'.
    4. Select 'View Session Summary'.
    5. Click on any of the Session ID's to view the details.

    Need more help? Please call our Customer Contact Centre on 1300 55 72 72

  • Export my balance and transaction history into other applications.
    • BOQ

    After you complete a Transaction History search in Internet Banking you will be presented with the option to Export All or Viewed Transaction History. This function allows transaction information to be exported in external file formats for import into all major personal financial management applications.

    Note: The statement requested via Internet Banking is a 'snapshot statement'. It includes all transactions carried out since the previous regular statement was issued up to the date of the Internet Banking request.

    The 'snapshot statement' will not have any effect on the transactions that appear on the regular statement. The regular statement will include all transactions carried out since the previous regular statement was issued.

    Why do I need to click 'open' twice when I am exporting my transaction history?

    This is controlled by the browser and not Internet Banking. The settings required vary based on individual customer circumstances - such as your browser settings, security settings or the version and patch level of your browser and operating system.

    Why do I not see my selected date range of transactions when I export the transactions?

    You must first view all of the specified transaction history on the screen before the transactions will be included in your export. To view all your selected transactions continue to click on the 'Next Page' button until the button is disabled (greyed out) or change the list size using the options to the top-right of the search results.

    Need more help? Please call our Customer Contact Centre on 1300 55 72 72 

Statements

  • Can myBOQ statements be mailed?

    myBOQ doesn't support paper statements.

    You can access your statements at anytime through the myBOQ app, and can request interim statements if you need a record of your more recent transactions and payments.

    1. Log into myBOQ app.
    2. Tap the 'Profile' icon.
    3. Select Statements & docs.
    4. Select the account you’d like a statement for.
    5. Request interim statement.
    6. Click Confirm.

    An interim statement will cover the period from your last statement date until the day of the request.

    Find out more about myBOQ app

    Need more help? Call myBOQ on 1300 737 766

  • myBOQ Interim Statements.

    To view past myBOQ statements, and order an interim statement:

    1. Log into myBOQ.
    2. Tap ‘Profile’ on the main menu.
    3. Tap Statements & docs.
    4. Select an account.
    5. View previous statements.
    6. Tap request interim statement.

    This will generate a statement to cover the period from your last statement date until today.

  • What are eStatements?

    eStatements are electronic versions of your account statements that can be accessed through BOQ Internet Banking. eStatements are available free of charge and can be downloaded, printed or saved.

    • You will automatically have access to eStatements to accounts that are linked to your Internet Banking profile.
    • For internal operational purposes and to protect the privacy of joint account holders, postal address details have been removed from eStatements (excluding credit card statements).
    • If you require a paper copy of your statement indicating your postal address, please call our us on 1300 55 72 72 or visit your nearest BOQ branch.
    • If you have access to BOQ Internet Banking you will be able to view eStatements for term deposits, transaction accounts or loan accounts that are linked to your Internet Banking profile.
    • The eStatements allows you to view, print or save a maximum 7 years of Statements for accounts that are linked to your Internet Banking profile.
    • A delegated user will only be able to access eStatements for accounts where they are currently able to view the transaction history.

    Note: You will not be able to access Credit Card accounts through eStatements. To view your Credit Card eStatements access the Q Rewards / Other Cards Functions link within Internet Banking.

    Need more help? Please call our Customer Contact Centre on 1300 55 72 72 

  • Interim eStatements.

    How to search for an eStatement

    1. Log into internet banking.
    2. Select 'estatement'.
    3. Select the relevant account from the drop down box. 
    4. Click on the Account Name. 
    5. Click 'More' to view additional account details.
    6. Select the Date Range. 
    7. If you select 'For a specified range'
    8. Enter a Start Date.
    9. Enter the End Date.

    Please note: If you have selected a predefined date range, these fields will be automatically populated and you will not be able to change the defined dates.

    10. Click 'Search'.
    11. Click the Description of the statement.
    12. Click 'Download'.

  • Switch to paperless eStatements.

    If you wish to stop receiving paper statements you will need to select each account that you no longer want to receive paper statements for.

    There are 2 ways to register for or activate paperless statements:

    • Internet Banking:

    1. Log on to Internet Banking.
    2. Click on More.
    3. Select Other Services.
    4. eStatements.
    5. Statement Preferences.
    6. Select the accounts you would like to register for paperless statements
    7. Click Accept.

    • BOQ Branch:

    Visit your local BOQ Branch and complete a Paperless Statement Activation Form. You must be registered for Internet Banking to register for paperless statements in branch.

    If you have a joint account, all joint account holders must activate paperless statements by changing their statement preference on the eligible joint account.

    You (or the person(s) who ordinarily receive paper statements) will continue to receive paper statements until all joint account holders have changed their statement preference to paperless on that account. To change statement preferences, all joint account holders must be registered for Internet Banking.

    Note: Customers can go back to paper statements at any time. Simply change your statement preference via BOQ Internet Banking, visit a branch or call us on 1300 55 72 72.

    Can third parties access eStatements?

    Yes, third parties such as accountants or personal assistants can access eStatements if they have been given Internet Banking access as a delegated user.

    If you require assistance to register for paperless statements via Internet Banking, please call our Customer Contact Centre on 1300 55 72 72. 

  • When will I receive my eStatements?

    You (or the person(s) who ordinarily receive paper statements) will continue to receive eStatements in the same frequency as paper statements.

    If you close your account a final statement will printed and posted to you.

    Need more help? Please call our Customer Contact Centre on 1300 55 72 72 

  • How will I know when eStatements are ready to view?

    We will send an eStatement alert to the primary account holder’s nominated email address and secure mail using our Online Banking secure mail service advising that your eStatement is available to view. The primary account holder can also opt to receive an SMS when a new statement is available to view by activating the Alert for New Statements in SMS settings.

    You should check your Internet Banking regularly for eStatements and the primary account holder should check their email regularly for eStatement alerts. Also, it's important that the primary account holder keeps their email address up to date so we can tell them when the next eStatement is available to view. 

    Please Note: eStatements will not be sent to you via email. To view, print or save your eStatements you must log on to Internet Banking.

    Need more help? Please call our Customer Contact Centre on 1300 55 72 72 

  • Still receiving paper statements after changing your preference?

    There are a number of reasons why you may still be receiving a paper statement in the mail.

    If you are the primary account holder, has your email address changed? It's important to keep your email address up to date, in order to be able to or continue to receive eStatements and eStatement alerts.

    If the account you have changed the statement preference for is a joint account, all joint account holders must change the statement preference to paperless before the person(s) who ordinarily receive paper statements stop receiving paper statements.

    This means that paper statements will continue to be sent to the person(s) who ordinarily receive paper statements until all joint account holders have activated paperless statements on the eligible account.

    Need more help? Please call our Customer Contact Centre on 1300 55 72 72

  • Will my accountant or other third party continue to receive paper statements?

    If you have previously requested a statement be sent to your accountant or another third party, this statement will no longer be sent if you change your statement preference to paperless.

    If you would like your accountant or another third party to continue to receive a statement, you have 3 options:

    1. You can create the accountant or other third party as a delegated user on your Internet Banking profile and allow them access to view the relevant accounts.
    2. You can manually send a copy of the statement to your accountant or other third party once you have downloaded it from Internet Banking. eStatements will be available as a PDF and can be printed, saved or emailed if required.
    3. Do not activate paperless statements for the account and allow the paper statement to continue to be sent to your accountant or other third party.

    Need more help? Please call our Customer Contact Centre on 1300 55 72 72