Frequently Asked Questions

All FAQs

Can I drawdown cash from my Margin Loan?

Yes, you can get a loan advance. Simply put the request in writing or complete the Drawdown Request form on our website and fax it to the Account Management Team.

Can I set up a recurring payment to another account?

Yes. You can set up recurring transfers in Internet Banking, via the ‘Transfer Money’ section. This is a simple way to make managing your money easier and might be useful for payments like rent, gym membership, home loan or if you're putting money into a savings account.

How can I change the frequency of my home loan repayments?

If you want to change the frequency of your home loan repayments, and you make those repayments from funds stored in a Suncorp Bank account, you change your repayment frequency within Internet Banking by logging in, and then selecting ‘Edit’ in the ‘Transfers’ tab.

If you are repaying your home loan from an external bank account (for example, from any non-Suncorp Bank account) and have a direct debit in place, you will need to contact the call centre on 13 11 75 to change your repayment frequency.

iPhone 6 / iPad issues with the Suncorp Bank App

There are a couple of small issues that we're aware of with the new version of iOS.

 

Our latest release has fixed all of the below issues so please ensure you download our latest update.

If you're restoring your apps for a new iPhone, we recommend you delete and download the latest version from the App Store.

 

My passcode doesn't work on my iPhone 6 / 6+

If you've added all your apps onto a new iPhone from iCloud or a back-up, a bug is causing the passcode feature to not work on our app.

To fix, simply delete the app you have and download a new version from the App Store.

 

I'm having Issues logging in with myiPad

If you have a Wi-Fi only iPad, there is currently a software issue that doesn't allow you to login with a passcode. To fix, tap the "?" icon and login using your normal Customer ID and password. We're working on a permanent fix in our next app update soon.

Have another issue with an iPhone 6? Send us feedback and we'll take a look for you.

What do compulsory PINs mean for me?

From 1st August 2014. over-the-counter purchases made with a debit or credit card will require you to enter a PIN when you pay (excludes Visa payWave transactions under $100).

This will apply to all Suncorp Visa Debit and Suncorp Clear Options Credit Card holders.
• Try making the change today. Start practicing by always entering a PIN for over-the-counter purchases.
• Card not chipped? Simply contact us on 13 11 75, and we'll organise one to be delivered to your address.
• Forgotten, or don't have a PIN? Call us, on 13 11 75.
• Visit www.suncorpbank.com.au/compulsorypin for more information.

How can I make repayments on my loan?

There are several ways to do so, and you can choose the method most convenient for you. You can:

  • arrange an automatic regular repayment from a nominated account - weekly, fortnightly or monthly - depending on which loan you have chosen
  • transfer money from any other Suncorp Bank transaction or savings account through Phone or Internet Banking
  • make a repayment at any Suncorp Bank branch.

Please note fees apply for some methods of payment.

For a complete guide to the fees and charges on our loans, please download the Lending Fees and Charges brochure or obtain a copy from a Suncorp Bank branch near you.

I have a receipt which was approved, but I haven’t been paid for the purchase. The merchant receipt shows ‘transaction approved with signature’, but the customer’s receipt shows ‘declined signature mismatch’.

The ‘signature verified – yes’ button wasn’t pushed at the time of the sale, therefore the transaction has reversed back and the transaction will need to be reprocessed. In order to be paid for the transaction, you will need to advise us that the transaction needs to be reprocessed and provide a copy of the receipt. You can do this via:

What interest am I currently being charged on my home loan?

You can see the amount of interest you are being charged on your home loan in Internet Banking. Simply log in to Internet Banking and click on your loan number on the main Internet Banking page to reveal more information about your loan. 

How can I access my portfolio?

The margin lending online portal generally gives you access 24 hours a day, 7 day a week to everything you need to know about your account.

How can I check what my current home loan repayments are?

You can see the amount you repay each period (weekly, fortnightly or monthly) for your home loan in Internet Banking. Simply log in to Internet Banking, and click on your loan number on the main Internet Banking page to reveal more information about your loan. You will be able to see what your next repayment is, when it will come out, and whether you are in advance with your payments.

My terminal shows “settlement failure already settled” but there is no Summary.

The terminal has settled, but there has been a communication error at the time of printing the report.  You can reprint the settlement report by following these steps:

  • Press the merchant menu button
  • Select 3 for Batch
  • Press 2 for Reprint Settle

Can I book an appointment online with a lender?

Yes. Simply enter your details in our online enquiry form, and one of our home loan specialists will call you back to set up an appointment at a time that suits you. You can choose to have an appointment with either a mobile lender who will come to you, or to visit your lender at your local branch.

How do I apply for, or increase/decrease my daily limit?

If you want to increase your daily limit over the default limit of $5,000, you’ll need to purchase and activate a Suncorp Security Token.
Once you’re a security token user, you can change your own limit from $0 to $100,000 yourself by logging onto Internet Banking going to the 'Change my daily limit' link under your Settings and Security list.


If you want a daily limit over $100,000, you will need to go into a Suncorp Bank branch as we'll need to identify you to protect your funds.
 

I have received a declined code

NT-Comms Error:  Failed to Dial Up      

Your terminal was unable to contact Suncorp.  Please check the phone line is securely connected to your terminal's blue 'LINE' port and the other end of the curly cable (if attached) is securely connected to the phone socket. Please also check the phone line is still working. If the terminal is sharing the line with a phone or fax machine, or is plugged into a double adapter, please try removing the other device and retry the transaction. Restart the terminal by press the blue 'Function' key then type '3' and press the green 'Enter' key. When the screen is back to 'Swipe Customer Card', retry the transaction once. If that does not solve the problem, please call the Suncorp Helpdesk on 1800 836 055 and quote 'PSTN Comms Error: NT

 

CE-Comms Error:  General Comms Error

Your terminal was unable to contact Suncorp.  Please check the phone line is securely connected to your terminal's blue 'LINE' port and the other end of the curly cable (if attached) is securely connected to the phone socket.  Please also check the phone line is still working. If the terminal is sharing the line with a phone or fax machine, or is plugged into a double adapter, please try removing the other devices and retry the transaction.  Please restart the terminal by press the blue 'Function' key then type '3' and press the green 'Enter' key. When the screen is back to 'Swipe Customer Card', retry the transaction once. If that does not solve the problem, please call the Suncorp Helpdesk on 1800 836 055 and quote 'PSTN Comms Error: CE'

 

LC-Comms Error:   Lost Carrier                

If the terminal is sharing the line with a phone or fax machine, or is plugged into a double adapter, please try removing the other device and retry the transaction.  Please restart the terminal by pressing the Blue 'Function' key then type '3' and press the Green 'Enter' key. When the screen is back to 'Swipe Customer Card', retry the transaction once.  If that does not solve the problem, please call the Suncorp Helpdesk on 1800 836 055 and quote 'PSTN Comms Error: LC'

 

GP-Comms Error:  GPRS Communication Error    

Your terminal was unable to contact Suncorp.  Please restart the terminal by pressing the Blue 'Function' key then type '3' and press the Green 'Enter' key.  If you are in a low signal area, or if this error occurs frequently, you may want to reposition the terminal (if possible) to an area where the terminal can get a stronger mobile signal. If that does not solve the problem, please call the Suncorp Helpdesk on 1800 836 055 and quote 'GPRS Comms Error: GP’ Please note: A terminal must have at least 15% battery charge in order to complete a transactions. If your battery is drained, please charge for at least 10 minutes before attempting the transaction again.

 

ND-Reversal or Advice Timeout               

Press the Blue 'Function' key then enter '3' and press the Green 'Enter' key. When the screen is back to 'swipe customer card', retry the transaction once.  If that does not solve the problem, please call the Suncorp Helpdesk on 1800 836 055 and quote 'Error: ND'

 

IV-Invalid Host Response                    

Press the Blue 'Function' key then enter '3' and press the Green 'Enter' key. When the screen is back to 'swipe customer card', retry the transaction once. If that does not solve the problem, please call the Suncorp Helpdesk on 1800 836 055 and quote 'Error: IV'

Is there a minimum Balance required to set up the facility?

A minimum loan application of $20,000 is required for a Suncorp Bank Margin Loan; however there is no requirement to maintain a balance above this level.  Savings Gearing can be set up with as little as $1,000.

How do I process a refund?

  • Press Merchant Menu button
  • Select 1 for Transaction
  • Select 3 for Refund
  • If card has a chip, insert card with the chip facing upward into the chip reader at the bottom of the terminal*
  • Swipe the customer’s card with the magnetic stripe facing down and inwards towards the keypad*
  • Type in your password
  • Press Enter
  • Select the account type (Savings, Cheque or Credit)-request this information from the cardholder before making the selection
  • Type in the Refund Amount
  • Press Enter
  • The terminal will ask the customer to enter their PIN and press Enter (if a Debit Card)

Or:

  • Hand the terminal to the customer to enter their pin number or press Enter to confirm the refund (if a Credit Card)
  • If Approved, the terminal will print the merchant receipt
  • Remove the merchant receipt** and press Enter to print the customer receipt
  • Ensure that the transaction receipt says ‘APPROVED’
  • Transaction Processing Retail10 Suncorp Bank
  • Hand the Customer Copy receipt to the cardholder with the card.

 

*If Cashier Number has been enabled on your merchant profile, the terminal will request a cashier to be selected after inserting or swiping the customer’s card. Select the cashier by pressing the corresponding number next to the cashier name, or highlighting the cashier name using the arrows and press Enter.

**If the refund is performed on a credit card the terminal will ask you to verify the cardholder’s signature.

Do not disclose your password to any unauthorised people.

How long does it take for an external transfer or send money payment to reach the other bank?

We initiate the sending of funds after 5:30pm each business day. When the other bank receives the money depends on when the other bank's receive the funds. Most banks "exchange" batches of transfers throughout the day each business day so transfers can take 24-48 hours to reach the other bank or financial institution.

How much can I borrow to buy a home?

Use our borrowing capabilities calculator to get an estimate. Alternatively, call 13 11 75 to speak to a home lending specialist and get a clear idea of how much you can borrow. You’ll be asked to provide the following and other information:
  • Your income, and your partner’s income if you are looking to buy a house together, 
  • How long you (and, if applicable, your partner) have been in your current job/s
  • Your savings and the value of any other assets 
  • Your debts, including personal loans and credit cards.

What are the margin lending fees?

Suncorp Bank Margin Loans have no establishment or application fees.

Comapnies and Trusts are required to pay $139  and $165 for company search or trust vetting fees, respectively.
Once your loan is set up, there are no account keeping fees or ongoing costs, regardless of whether you're an individual, company, or trust.

Where can I get help?

An Account Manager is generally available from 8:00am – 6:00pm (Sydney time) Monday to Friday to assist with your individual needs and may be contacted on 1800 805 972

When will Apple Pay be available?

Apple has only just released Apple Pay in the U.S. (October 2014) and hasn't let us know when they intend on launching in Australia.

We hope this is some time in 2015 and we'll ensure we work with Apple and related partners to ensure our debit and credit cards are available within the Apple Pay platform.

 

Are Suncorp Bank Credit Cards covered by Verified by Visa?

Yes. Suncorp Bank credit cards are covered by Verified by Visa. For more information please visit the Verified by Visa page

Are Suncorp Bank eStatements legal documents?

Yes, both eStatements and paper statements are classified as legal documents.

Are there any countries this card won’t work in?

Yes. It is currently not possible to use your Cash Passport in Taiwan, Cuba, Iran, North Korea, Sudan and Syria as these countries are affected by sanctions.

If you attempt to withdraw cash from an ATM or use your Card at merchants in any of these countries, your request will be declined.

Are there any fees associated with Internet Banking?

There are no additional fees for Internet Banking. If you process an overseas transfer, make a business payment or order a security token, you may be charged a fee.

Each account type may incur fees and charges if you process transactions via Internet Banking so it is best to read our Fees and Charges brochure. It is also available from any Suncorp Bank branch.

Are there any trading limits?

Subject to the terms and conditions, as long as your account is within the credit and borrowing limits, you may borrow in line with the ASL.

Are there fees associated with eStatements?

No, eStatements are free of charge.

Are there fees for using Telephone Banking?

There are no charges for using Telephone Banking outside of the normal fees and charges applicable to your accounts.

Are you building a Suncorp Bank App for Windows Phone?

We’re keeping an eye on usage and we'll likely look to building a Windows Phone app towards the end of 2014.

As a business owner, will I be charged for depositing cash or cheques at a branch?

Don't pay to deposit your own money, the Business Everyday Account, Business Premium Account and Business Saver Account have unlimited fee-free staff assisted deposits.

Can a company register for Telephone Banking?

Only personal customers can use Telephone Banking. However, Non-Personal customers can register for Internet Banking.

Can I access advance payments?

Yes. Our Cashback* facility lets you withdraw funds from your home loan that are above your normal repayments. By making these additional payments you are paying off your home loan as soon as possible, but you can draw this excess money at any time, for example for school and university expenses, a holiday, renovation, or any other purpose.

This feature is available on Suncorp Bank home loans (except for Fixed Rate Loans). The minimum withdrawal is $1,000, and we recommend you leave at least one month's repayment in your loan account.

If you want Cashback from an existing Suncorp Bank home loan, complete and print the applicable cashback request form and take to your nearest branch, or mail it to us.

* You need to apply for Cashback, which is available subject to conditions.

Can I access Telephone Banking for hearing impaired use?

Yes. If you wish to use Telephone Banking via the National Relay Service, you can contact them via 13 36 77 for TTY/Voice and 1300 555 727 for Speak and Listen (SSR).

Can I activate my Credit Card in Internet Banking?

No. Card activation can only be performed over the phone. Please call the card activation number advised in your Welcome Pack or call us anytime on 13 11 75.

Can I ask my Financial Counsellor to liaise with the Bank directly on my/our behalf?

Certainly. Your Financial Counsellor can provide the Bank with your authority to allow them to act on your behalf and we will deal directly with them. If we are unable to contact your Financial Counsellor or it is otherwise necessary, we will of course still contact you directly.

Can I attach a Home Loan Offset Account to my loan?

Yes. The Standard Variable Rate Home Loan comes with the option of a 100% Home Loan Offset facility attached to an Everyday Options account+. This account can allow you to use your income and savings to reduce your loan interest. Note: A Mortgage Offset Fee applies to set up the 100% Home Loan Offset Facility charged to the Loan account to be linked.

 

+The Everyday Options Account is issued by Suncorp-Metway Ltd ABN 66 010 831 722. Please read the relevant Product Information Document for Suncorp Bank Personal Deposit Accounts and the Terms and Conditions for Suncorp Bank accounts before making any decision regarding this product. Copies available in branch.

Can I cancel my flexiRate early?

Yes. You're able to request an early release of the money that you previously locked away in a flexiRate. An interest adjustment is made if you choose to release your flexiRate early. It simply reduces the amount of interest you will receive and does not impact the amount you originally put into the flexiRate.
To request an early release you'll need to; 
1. Login to Internet Banking and click on Manage my flexiRates 
2. Select the flexiRate you wish to request an early release for and click "Next".

Can I change my Suncorp Share Trading Password?

You can change your trading password online, or call the Client Services Team on 1300 156 299 and we can do it over the phone once we verify your identity.

Can I contribute more than the compulsory amount to my super fund?

There’s a variety of ways to make additional contributions to super, such as ‘before–tax’ contributions, or ‘after-tax’ contributions, including contributions to your spouse’s fund. A Suncorp Financial Planner can help you decide the most appropriate contribution strategy for your circumstances. You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75. 

These FAQs are bound by our standard terms and conditions.

Can I download the Suncorp Bank App on multiple devices / phones?

You can download the Suncorp Bank App on a limited number of devices. If you hit the maximum amount, you'll receive a message in the app.

Can I get a copy of my credit rating?

Yes - You will need to contact the credit reporting agencies to obtain a copy of your credit reports. You can check your credit history with Veda Advantage - visit www.mycreditfile.com.au.

Can I get a loan advance?

Yes, loan advances may be made for business or investment purposes other than to purchase renovate or improve residential property.

Can I get cash out at a merchant with my Visa Debit card?

You can get cash out if you have a chip enabled Visa Debit Card by pressing "credit" at a merchant terminal within Australia. 'Cash out' can be obtained either when making a purchase, or without making a purchase if the merchant allows it. It's important to remember that the card must be inserted into the terminal and not swiped, and a PIN must be used as 'Cash out' cannot be obtained with a signature.

Can I get cash out using Visa payWave?

You're not able to get cash out by just waving your card. If you have transaction accounts linked to your card and the merchant allows the 'cash out' option, you can get cash out by pressing either the 'credit', 'cheque' or 'savings' button, swiping or inserting your card into the terminal and entering your PIN.

Can I increase my credit limit?

You may request an increase to your credit limit by completing the Credit Assessment Application Form. Once submitted, we will reassess for your financial position to determine if the increase is suitable to your financial position and satisfies our standard credit criteria.

Can I order older statements or eStatements?

Yes. Your previous account statements can be ordered by visiting a Suncorp Bank branch or calling 13 11 75. Fees and Charges may apply.

Alternatively you can access eStatements which have been issued since 1 July 2013 in Internet Banking.

Can I pay all my bills through Suncorp Bank?

If the bill has BPAY instructions, you can pay the bill via Internet, Mobile or Phone banking. If the biller uses another type of bill payment, you may need to refer to the instructions.
 

Can I pay extra each month?

You can pay extra in addition to your regular monthly repayment on our Variable Rate home loans at any time.
Additional repayments on our Fixed Rate home loans may incur an Early Payment Interest Adjustment Fee.
For more information on EPIA ask in branch for our EPIA brochure.
 

Can I pay out my home loan at any time?

You can pay out your loan as quickly as you like. There is a fee for finalising your home loan.

If you have a Fixed Rate home loan and want to break the term, an Early Repayment Adjustment Fee may also apply.

For more information on EPIA ask in branch for our EPIA brochure.
 

Can I print my eStatements?

Yes, eStatements are downloaded in Portable Document Format (PDF), which you can then print. Your eStatement will be appear how your paper statement currently does.

Can I receive eStatements for my Credit Card?

You can access eStatements for your Credit Card by clicking 'Go to Credit Card Services' found on the eStatements page or under your credit  card number on the My Accounts page.

eStatements are available for Platinum, Gold, and Standard Credit Cards.

Can I receive eStatements for my Everyday Super Fund in Internet Banking?

eStatements are not available for Everyday Super, however you can access your transaction history, annual statements and other correspondence by clicking 'Go to my online fund' found under your fund name on the My Accounts page.

Can I receive eStatements for my Merchant Service?

eStatements are not available for Merchant Services.

Can I reverse charge the call if I have no card or cash?

Yes. In an emergency situation if you are overseas and have no access to cash the bank will accept the reverse charge call. 
You can also be assured that you will be instructed on how to obtain a cash advance and a temporary card. Before travelling overseas, notify Suncorp Bank of your travel plans by calling us on 13 11 75 and obtain contact numbers for Visa International for the countries you are travelling to. If your card is lost or stolen, contact us on +61 7 3362 1712 or +61 13 11 75 immediately. You can also contact Visa International.

Can I save a copy of my eStatement?

You can save a copy of your eStatement to your computer, laptop or tablet for your records.

Can I see eStatements for closed accounts?

You'll still be able to view your eStatements for closed account in Internet Banking if you chose to receive eStatements while the account was opened.

Can I send share trade orders via e-mail?

No. We will not accept orders sent by e-mail.

Can I still reload my Single Currency Cash Passport?

Yes. You can reload your single currency Cash Passport by BPAY until the expiry date shown on the front of your single currency Cash Passport or get a Multi-Currency Cash Passport card.

Can I still use my Security Token?

If you currently use a Security Token for Internet Banking, you will need to continue to use it for access to Mobile Phone Banking.

Can I trade Options online?

No. Suncorp Share Trade currently does not have the capability to trade Options. Please contact us on 13 11 75 if you would like more information.

Can I transfer funds or pay a BPAY® bill using Mobile Phone Banking?

Yes, just go to BPAY® - Pay Bill.

Can I transfer funds to an account at another financial institution?

Yes, firstly you will need a Suncorp Bank External Transfer Password (ETP) or Security Token. Then you will need to have obtained the recipients BSB number and the full account numbers of the account you wish to transfer to.

Can I transfer funds to an account at another financial institution?

Yes you can. To do this you need to apply for either an external transfer password (ETP) or Security Token. Applications for each security measure can be located on the left-hand menu of Internet Banking. Once you have obtained either an external transfer password or Security Token, you will be able to perform transfers to other financial institutions.

Will the Mobile Phone Banking transfers I make take effect immediately?
If it is to a Suncorp account, transfers are typically processed straight away. If you're transferring to another bank, we'll initiate the transfer for you when requested but it may take 1-3 days to reach the recipient bank as transfers are collated overnight each business day.
 

Can I transfer other credit card balances into my Suncorp Clear Options Credit Card?

Yes. Suncorp Bank's balance transfer offer enables you to transfer up to 3 balances from other credit or store cards, within your approved credit limit. If you have an existing Suncorp Clear Options Credit Card, you can also transfer other credit or store card balances. Call us on 13 11 75 for more detail.

Can I use a non-chip credit card when travelling overseas?

Yes. A credit card without a chip can be used in the same locations as a chip credit card. Some countries you may be asked to use your PIN instead of signing to authorise your purchase. For this reason, we recommend that you always know your PIN when travelling overseas. Please also check our other questions relating to "Travelling Overseas".

Can I use Mobile Banking while I am overseas?

Yes, you may access Mobile Phone banking provided your mobile phone is connected to international roaming.
Additional carrier charges may apply for web access to the Mobile Phone Banking whilst overseas. Please contact your mobile phone carrier for activation of international roaming and for details of any associated fees and charges.

Can I use my Cash Passport on a Cruise Ship?

Cash Passport can be used to pay your final bill onboard most cruise ships.  However, it is not recommended that you use your Cash Passport as the security payment when you board as any such pre-authorised funds cannot be used whilst onboard or until such a time those funds are released by the cruise company (sometimes for up to 30 days after the cruise has finished). It is suggested that you use a credit card to cover any such pre-authorised amounts and Cash Passport can be used at ATMs or at merchants onboard where MasterCard is accepted. Your Cash Passport can be used for any day trips off the cruise ship where MasterCard is accepted.

Can I use my credit card and debit cards in foreign overseas ATMs and EFTPOS the same way as in Australia?

You can use your cards overseas anywhere you see the Visa symbol. It is also a good idea to carry a mixed wallet with you when travelling overseas.


Also, Suncorp Bank offers a wide range of options for travelling overseas, including Cash Passport cards and foreign currency. Visit your local Suncorp Bank branch to discuss the best options for your travels.

Can I use my Visa Debit card outside Australia?

Yes. Your Visa Debit card gives your access to your own money when you're overseas, any place where Visa is accepted. Other foreign currency fees and charges may apply. Check the Foreign Currency Fees listed in the Personal Deposit Accounts Product Information Document .

Can I use my Visa Debit chip card overseas?

‘Chip’ technology is fast becoming the global standard for card security. In some countries ‘chip’ cards are only accepted with the addition of a PIN instead of a signature. For this reason it is recommended that all Suncorp Bank customers with a ‘chip’ Visa Debit card travelling overseas have a PIN for their card.

The number of merchants able to facilitate transactions using the embedded chip information is increasing rapidly, particularly overseas, so the only change you may notice is how to make a payment with a chip card.

Can I use Suncorp's Mobile Phone Banking service on more than one phone?

Yes, Suncorp Bank registered Internet Banking customers may access Mobile Phone Banking from any phone that can access the Internet and has javascript.

Can I use the Suncorp Bank App on a tablet?

Yes, you can certainly use the app on tablet devices.

Can I use the Suncorp Bank App on a tablet?

Yes, you can certainly use the app on tablet devices.

Can you tell me what my Internet Banking Password is if I forget it?

No, Internet Banking passwords aren't accessible by any Suncorp Bank staff for your protection. If you forget your Internet Banking Password you will need to call us on 13 11 75 and one of our consultants will take you through the process of selecting a new Internet Banking Password.

Cash management interest rates

At Suncorp Bank we publish our interest rates daily. Click through to see our Cash Management interest rates.  

Credit Card Interest Rates

At Suncorp Bank we publish our interest rates daily. Click through to see our current Credit Card interest rates.

Do I get notified when my card is going to expire?

You can check what month your card is due to expire by checking the card expiry date on the front your card. We'll send you a replacement card before your current card expires.

Do I get penalised for making lump sum or extra repayments on a personal loan?

You can make lump sum or extra repayments at any time with no penalty. If you payout your personal loan within 12 months, and your loan term is more than 12 months, an early payout fee will apply.

Do I have to pay to use my Visa Debit card?

Depending on how you choose to use your Visa Debit card, fees and charges may apply. Things such as Foreign Currency conversion fees apply if you're using your Visa Debit card to pay for things in a foreign currency overseas. Cash advances fees may also apply. For more information go to the Fees and Charges section of the Suncorp Bank Personal Deposits PID

Do I have to quote my Tax File Number or ABN number when buying shares?

It is not an offence to withhold your TFN or, where the securities are held for a business purpose, your ABN. However, if you do not provide your TFN or ABN, tax may be deducted from payments of interest and the unfranked portion of dividends and distributions at the highest marginal rate.


You can notify the share registry online via their website www.linkmarketservices.com.au, by email, mail or fax of your TFN or ABN or you can quote your TFN or ABN over the phone if you give sufficient identification of your holding.

Do I need a certain type of Mobile Phone to access Mobile Phone Banking?

Suncorp Bank Mobile Phone banking service works from any mobile that can access the web and has 'JavaScript'. JavaScript is commonly available on most phones sold from 2008 onwards. Some phones may have javascript but just have it 'deactivated' so check your phone manual or mobile provider for more information. If you're using our iPhone app, you'll need to have version 4.3 or later of iOS. If you're using our Android app, you'll need version 2.2 or later.

Do I need a security token to use the Suncorp Bank App?

If you need to send more than $2000 to other banks via the Suncorp Bank App, you’ll need to order a security token via desktop Internet Banking. The $2000 limit is a security feature to protect your funds.

Do I need an External Transfer Password (ETP) to use the Suncorp Bank App?

If you’re a new customer, you won’t need an ETP to send money to other banks if under $2000 per calendar day.

If you’re an existing customer upgrading to the new Suncorp Bank App, you won’t need your ETP when sending less than $2000 to other banks.

Do I need lots of money before asking for financial advice?

There’s a misconception that you need to be wealthy to have a financial planner, but today access to financial advice is more affordable. Your financial wellbeing is dependent on your ability to not only meet current financial challenges, but to maximise your financial situation today, so you can achieve the lifestyle you want for the future.

The first appointment with a Suncorp Financial Planner, where you’ll discuss your current financial situation and financial goals, is free of cost and obligation. You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75.* 

*If you proceed with advice provided by a Suncorp Financial Planner, you may be charged a fee. Any fee will be disclosed to you before you make a decision to proceed with the advice.

These FAQs are bound by our standard terms and conditions.

Do I need to be an existing Suncorp Bank customer to apply?

No. Whether you are a new or existing customer, you can apply for a Suncorp Bank Personal Loan. Find out more about how to apply online.

Do I need to register to be covered by Verified by Visa?

No. All active Suncorp Bank Visa Debit cards, including Business Visa Debit cards, are automatically covered with this added level of security.

Do you have accounts for Seniors?

We offer a 55 Plus account which is an everyday account especially for over 55's that helps make your money work hard while rewarding you for your position in life. This account gives you: 

  • Unlimited free Suncorp Bank transactions with no monthly account keeping fee 
  • Interest that is based on the “Government Deeming rates” 
  • Unlimited free Bank cheques 
  • Option of a Visa Debit card. 

 

Find out more about the 55 Plus account and other options that might suit you.

Does Suncorp Bank charge for merchant stationery? (EFTPOS terminals only)

No. Stationery for your EFTPOS terminal is provided free of charge.

Does Suncorp Bank have an iPhone or Android application?

Yes - Suncorp Bank has an iPhone and Android app that allows you do access Mobile Banking and a range of other handy information from your mobile phone.

For more information or to download, visit our iPhone and Android app page
 

Does Suncorp Bank have calculators and tools?

Yes. We have several tools to help you save, budget, plan for a home loan, and plan for your retirement.

 

Does Suncorp Bank have fee free everyday accounts?

Yes. Suncorp Bank offers customers a range of accounts that have no monthly account keeping fee and unlimited Suncorp Bank fee free transactions.

If you’re a personal customer go to compare everyday accounts to find out more about our Everyday Basics and 55 Plus accounts.

If you're a business customer go to compare our business accounts to find out more about our Business Everyday Account.

Does Suncorp Bank offer 'value added services' like 'phone top up'?

Yes, Suncorp Bank offers a wide variety of Value Added Services such as Phone Top up, Bartercard, Blackhawk Gift Card stands and Loyalty and Gift Cards.

Does Verified by Visa cost me anything?

No. There are no additional charges associated with this service.

For larger parcels of money, are negotiated rates available?

Yes. Negotiated rates are available for amounts $500,000 and over. Call us on 13 11 75 for additional information.

For what purposes can I borrow money?

We will lend you money:

  • to buy a residential property
  • to buy a residential investment property
  • to refinance an existing mortgage
  • to refinance an existing mortgage and consolidate your other debts
  • for investment purposes (other than property) where you provide enough equity in property as security
  • for a second mortgage over current property where extra money is needed to buy a residential investment property (in this case, Suncorp Bank will hold a first mortgage over the new property).

 

For any home loan, residential property must be offered as security.

Home Loan Interest Rates

At Suncorp Bank we publish our interest rates daily. Click through to see our Home Loan Interest Rates

How and when is the annual fee on my credit card charged?

The annual fee will be charged on the anniversary of the date the card was issued to you.

You can view this information on the first statement issued to you. Login to Internet Banking to obtain a copy of this statement, visit your local Suncorp Bank branch, or call us on 13 11 75.

How can a store process a payment without asking me for my PIN or to sign when I'm paying with my Visa Debit card?

Only certain businesses are eligible to reigster with Visa's small ticket transaction service which allows them to increase the speed in which they serve you by not having to ask for a PIN or signature for small value transactions.

How can I access the Global Payments system to make an International Money Transfer?

If you are already a Suncorp Bank Internet Banking customer and have a security token, you are ready to go. You can easily order a security token for $20 in Internet Banking.

To make an International Money Transfer, simply logon to Internet Banking, click ‘Transfer Money’ from the left hand menu and then click ‘International Money Transfer’ under International Services.
 

Need help? Check out our how to videos and detailed support for Internet Banking. 

How can I apply for a personal loan? Do I need to go to a branch?

Applying for a personal loan with us is simple, you can apply online today!


We will have an answer to you the next day if you have provided all the correct information we outline up front.


You can also apply by calling 13 11 75 or visiting your local Suncorp Bank branch. The application process only takes a few minutes to complete. Click to apply on line and find out more about the information required to obtain a quick and easy loan.

How can I avoid ATM fees?

Saving on your ATM fees is easy:

  • Withdraw extra cash when you make EFTPOS purchases, while you’re doing your everyday shopping. This is fee-free on most accounts, plus it can also save you time.
  • Check your account balances and transactions by Phone, Internet or Mobile Phone banking.
  • Use Internet Banking Transfers, BPAY or Visa Debit to pay your bills.
  • Use any Suncorp Bank or Bendigo Bank ATM as these are fee free for Suncorp Bank and Bendigo Bank customers. Visit our online ATM locator to find one of 2,000 fee free ATMs near you.

How can I avoid fees when using my credit card?

You can avoid overlimit fees and dishonour fees by monitoring your account balance and keeping track of your spending to ensure that there are sufficient funds prior to a scheduled automatic payment or prior to making a purchase.
You can avoid late payment fees by ensuring that you pay your Suncorp Credit Card minimum due on or before the due date. This information can be found on your monthly statement.
To assist you with timely payments, Suncorp Bank has a facility called Easi-Pay that will automatically pay your monthly credit card bill from your nominated bank account.

How can I avoid paying monthly account keeping fees on my business accounts?

The Business Saver Account has no fee and you can avoid an account keeping fee on our and Business Everyday Account by maintaining an average monthly balance of $2,000, or more.

How can I change my address/contact details for share trade?

Use our Change of Details Form which will need to be signed by all account holders. This form can be faxed to us on (02) 8915 9484 or mailed to Suncorp Share Trade, GPO Box 4490, Sydney NSW 2001.

How can I change my credit card PIN?

You can change your PIN via Suncorp Bank ATMs. You will require your existing PIN to change to your desired PIN. If you don't know your existing PIN, please call us on 13 11 75 to arrange a new one to be sent to you.

How can I change my Suncorp Share Trade Login Password?

You can change your login password using the Preferences page - there is a link to Preferences under the menu on the left of the screen when you are logged into the site.

How can I change the way I pay for my life insurance policy?

To change your payment method, please contact the Suncorp Lifeguard Customer Service team on 1800 030 733 or life_customerservice@suncorp.com.au.

These FAQs are bound by our standard terms and conditions.

How can I check my Card Value?

The initial value available on your Card is advised on the letter included with your Card. To check your up-to-date balance, you can click the ‘log in’ link above or call us on 1300 645 405.

You can also check your Card balance at any time by sending an SMS to 0457 777 555# with BAL space last 6 digits of your Card number (e.g. BAL XXXXXX).

 

# Fees and charges apply for Card balances obtained by SMS.

How can I compliment a staff member on their service?

All of our staff at Suncorp Bank are committed to serving customers in an understanding, efficient and helpful manner. We'd like to make doing business with us as easy as possible for you.


If a staff member has given you exceptional service in any way, please let us know as this is a great form of encouragement and motivation. Click here to send your compliment.

How can I consolidate my super?

If you have multiple super funds from various employers, you may be paying multiple sets of fees. You’re probably also receiving multiple statements and annual reports every year.

By combining your accounts into one fund, not only can you make life simpler but you might also: 

  • avoid paying multiple sets of fees 
  • only have to make one investment decision 
  • only need to keep track of one, larger balance. 

 
Speak to a Suncorp Financial Planner about consolidating your super. You can make an appointment by visiting a Suncorp Bank branch, calling 13 11 75, or try our super rollover wizard.   

These FAQs are bound by our standard terms and conditions.

How can I deposit money into my account?

You can make deposits in any of the following ways:

  • Cash or cheques can be deposited at any Suncorp Bank branch
  • Arrange Direct Credits to get salary, government benefits, dividends and other electronic payments automatically deposited into your account
  • Transfer money from other Suncorp Bank accounts using Telephone, Mobile Phone and Internet Banking
  • Transfer money from other Financial Institutions using their branch, telephone and Internet Banking services where available
     

How can I deposit/withdraw funds from my Business Account?

Our online comparison table outlines the different ways to deposit/withdraw funds from the Business Everyday Account, Business Premium Account and Business Saver Account.

How can I download statement or transaction information to use with my financial accounting software?

If you have Internet Banking you can view, print and download your transaction information for each of your accounts. Depending on your account type, you can retrieve up to 2 years of transactions.

To download or export transactions from Internet Banking:

  • Logon to Internet Banking
  • Select Transaction History from the left hand menu
  • Enter the dates you wish to search for using the ‘from’ and ‘to’ columns and click search
  • Once your results are presented, click the ‘Download Transactions’ link


You can save your results in CSV, OFX, QIF and ASCII formats. Check to see what format your accounting software prefers.

 

How can I earn more interest on my business accounts?

The Business Saver Account has a competitive interest rate. To earn even more interest, add a flexiRate to your Business Saver Account

How can I find the interest rate on my Personal Loan?

You can view current interest rates for secured and unsecured personal loans here. If you have an existing Suncorp Bank Personal Loan, your interest rate will be on your statement, and can be found by clicking on the account number in Internet Banking.
 

How can I get my salary directly deposited into my account?

You can get your salary directly deposited into your account by letting your employer know your new Suncorp Bank account details. You will need to provide your Account Number and BSB. The BSB for your Suncorp Bank account is 484-799.

How can I keep email from Suncorp Share Trade out of my spam folder?

If you find that your anti-spam software is putting emails from Suncorp Share Trade in your spam folder, try some of these tips:
1. Add brokingservice@sharetrade.com.au to your email address book, contact list or 'Safe List'
2. If you are using Outlook

  • On the Tools menu, select Options
  • Select Junk E-mail
  • Select the Safe Senders tab
  • Select Add... and type brokingservice@sharetrade.com.au
  • Select OK
  • Also make sure 'Also trust e-mail from my Contacts' check box is selected

3. If you are using Hotmail&

How can I make a claim on my life insurance?

To make a claim on your Suncorp Lifeguard policy you can:

  • Speak to your Suncorp Financial Planner
  • Call the Suncorp Lifeguard claims team directly on 1800 114 172.


The steps in making a claim are: 
Step 1 – You notify us of the claim. 
Step 2 - We send you a claims kit that outlines our simple claims process, what information we need to process the claim, and the relevant claim form.
Step 3 – You return the information, and a Case Manager begins assessing the claim.
Step 4 - We let you know the outcome, and pay your benefit if the claim is successful.
 
These FAQs are bound by our standard terms and conditions.

How can I make an appointment with a Financial Planner?

You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75. You can also make an online appointment.
These FAQs are bound by our standard terms and conditions.

How can I make payments to my credit card?

There are many methods of making payments to your credit card. These include:

  • Suncorp Bank Internet Banking
  • Suncorp Bank Telephone Banking
  • ATM
  • EFTPOS
  • BPAY®
  • Australia Post
  • Pay in person at a Suncorp Bank branch
  • Mail
  • Direct Debit


Details of repayment options are included on your monthly credit card statement.

How can I nominate a beneficiary for my super?

If you die while a member of a super fund, the value of your accumulated benefit will usually be paid to the person you choose as your beneficiary – your spouse or child, for example. 
 
There are usually three ways to nominate a beneficiary: 
1. a binding beneficiary (if you die, your money must be given to the person you choose (if valid), but you must have re-nominated your beneficiary every three years) 
2. a non-lapsing beneficiary (the same as a binding nomination except you don’t need to re-nominate someone every three years) 
3. a non-binding beneficiary (the super fund’s trustee will decide to whom your benefit should be paid. They must take your choice into account, but don’t have to pay it to the person you nominated).

These FAQs are bound by our standard terms and conditions.

How can I open an account for my business?

You can open an account through the Suncorp Bank website, visit us at a Branch, or call 13 11 75 to arrange to speak with a business specialist.

How can I order or reload a Cash Passport?

A Cash Passport can be ordered or reloaded at any Suncorp Bank branch or via our online platform.
Cash Passport reloads can also be processed via Bpay®.

To access the Online Cash Passport platform, simply logon to Internet Banking, click ‘Transfer Money’ from the left hand menu and then click ‘Cash Passport’ under International Services.

You can find more information on Cash Passports. The Online Cash Passport platform can also be accessed from this page.
 

How can I protect myself from Cheque fraud?

Reconcile your account

  • You are required to reconcile your accounts promptly and regularly. For business accounts, ensure independent overview by the appropriate level of management.
  • Ensure that any spoiled cheques are destroyed.
  • For business accounts, separate the cheque writing/electronic payments and account reconciliation functions.


Signing of cheques

  • Never sign blank cheques, only sign cheques after all details have been completed.
  • Limit the number of signatures to your account to ensure control.
  • Regularly review the account authorities and update that information with us.
  • Ensure that your signature is not affixed to documents that can be accessed by the general public.


Preparation 

  • Keep all cheques secure when not in use to deter theft. 
  • Cheques must be completed in a way that deters fraudulent alteration. 
  • Ensure that a strong bold and consistent font is used. 
  • Leave no gaps in the completion of the payee name, amount in words and in figures. 
  • Avoid use of acronyms for payee names, eg. ATO. 
  • Use permanent ballpoint or ink (preferably black).
  • A cheque must never be issued in the name of the financial institution you are going to deposit the cheque with. The cheque must be issued to the actual person.


Ordering and maintaining cheques

  • If cheques are lost or stolen contact Suncorp Bank immediately on 13 11 75.
  • Notify Suncorp Bank if you have not received an ordered cheque book on 13 11 75.


Payments 

  • Ensure that any invoices are valid before payment. 
  • Mark all invoices as paid once payment is made. 
  • Consider using electronic means of payment (if possible) for high value payments. 


Protection of cheques 

  • Wherever possible, avoid sending cheques in the mail. 
  • Avoid sending cheques in window fronted envelopes. 
  • Ensure that your mailbox is secure to protect your inward cheques. 
  • Avoid providing your banking details to external parties.

How can I protect myself from credit & debit card fraud?

  • Memorise your personal identification number (PIN) and destroy the original record. Don't use the same PIN for all your cards and don't choose your birth date or other easily identifiable numbers that might be on something else in your wallet. Do not record your PIN on your phone, even if it’s disguised.
  • Ensure your contact details, including your mobile phone number are up to date. Check statements and call Suncorp Bank immediately if you see anything suspicious.
  • Do not let your card out of your sight at anytime – for example, at a restaurant – go with the card.

Card fraud happens everywhere in the world – be just as vigilant when travelling overseas. Use ATMs in well lit areas. Notify Suncorp Bank before you travel overseas.

  • Always sign your card in ink as soon as you receive it.
  • Keep track of when new and reissued cards should arrive, and call Suncorp Bank if they don't arrive on time.
  • Make sure your mailbox is secure, and that only you and the postal carrier have access to it.
  • Tear up or shred all card receipts before you throw them away. Keep your statements in a safe place.
  • When you use your card online, make sure you are using a secure website. Look for a small key or lock symbol at the bottom right of your browser window. Deal only with reputable businesses and remember that if it sounds too good to be true, it probably is, especially when shopping online.
  • Never give your card number to strangers or telemarketers who call you on the phone. Don't give your card number unless you initiated the call.
  • Suncorp Bank will never call you to ask for your PIN.

How can I protect myself from identity theft?

You can protect yourself by ensuring your contact details are up to date and your mail is not going to an old address.

  • Secure your mailbox with a padlock and keep all your personal documents in a safe and secure place.
  • Report lost wallets, lost identification and lost bank cards. Suncorp Bank has a dedicated hotline for reporting lost or stolen banks cards 1800 775 020
  • Shred all documents with a quality shredder before throwing them in the bin. 
  • Notify Suncorp Bank if you notice any unusual transactions on your accounts.
  • If you receive mail from a financial institution you don’t bank with, advise them immediately.
  • Regularly check your credit history with www.mycreditfile.com.au

How can I search for my transaction history in Internet Banking?

For a quick 30 day history, click on your account name. For a more detailed search, go to transaction history.

How can I trade shares with Suncorp Bank?

Suncorp Bank offers an amazingly simple platform to trade shares. It is user friendly, intuitive and feature packed providing you with all the news, data and research required to make informed investment decisions.


For more information or to apply for a Suncorp Share Trade account, take a look here

How can I transfer money from my account?

To transfer money from your Suncorp Bank account simply: 
  • Use Internet or Mobile Banking to set up transfers between your own accounts or other banks (an external transfer) 
  • Use Telephone Banking to transfer funds between your own accounts. 
  • Go to your nearest branch who can assist you in making a withdrawal from one account and deposit into another. 

How can I upgrade to a Visa Debit card?

You can upgrade to a Visa Debit card simply by calling us on 13 11 75 or visiting us in branch and we'll arrange it for you. You must be 16 years of age or over to be eligible for a Visa Debit card.

How do I 'Reprint a Receipt' on my EFTPOS terminal?

  • First, Press the merchant menu button
  • Select 2 for Print
  • Select 1 for Transaction
  • Select either 1 for last transaction or 2 for a Previous Invoice number, type in the invoice number you would like to reprint
  • Select 1 for Customer copy or 2 for Merchant Copy or 3 for Both

 

Only transactions that are in the terminal since the last settlement can be reprinted.

How do I access the Mobile Phone Banking Application?

If you are registered for Internet Banking, you can access Mobile Banking in two ways: either via our mobile site or our mobile apps.
 

Mobile website:
Just to go to m.suncorpbank.com.au to access Mobile Banking and other handy information from your phone. Once you’ve reached our mobile site, be sure to save it as a favourite. For iPhones, simply push the middle ‘arrow’ icon and choose ‘Add to Home Screen’ to have an icon saved to your phone.

Mobile apps:
If you have an iPhone, iPad or Android device, you can access Mobile Banking and other handy information via our apps.
Just go to our iPhone and Android app page for more information on how to download.
 

How do I access the Report Menu on my EFTPOS terminal?

The report menu enables you to print an audit summary per card type and totals, a detailed report or a history report since the terminal last settled.

  • Press the merchant menu button
  • Select 2 for print
  • Select 2 for Reports


Dependant on the report you require:

  • Details of each transaction and total - Select 1 for Audit with Summary
  • Summary per card type and total - Select 2 for Summary

Will print all transactions since terminal last settled.
 

How do I activate my Card online?

To activate your Card online, click the ‘log in’ link above. This will open a new web page. To activate your Card you will need to go to ‘First time log in’, where you will be prompted to enter some Card and personal information to identify yourself. You will then be prompted to set up a user name and password to use going forward.

Once you have logged in for the first time, your Card will be set to an ‘active’ status and you may begin to make purchases.

How do I activate my Card via phone?

To activate your Card via phone please call us on 1300 645 405.

During the activation process, you will be required to select a PIN in order to use your Card at point-of-sale.

How do I activate my credit card once I have received in the mail?

You can activate your credit card by dialing the credit card activation number detailed in your Welcome Pack. Alternatively, call us anytime on 13 11 75.

How do I activate my credit card once I have received in the mail?

You can activate your credit card by dialling the credit card activation number detailed in your Welcome Pack. Alternatively, call us anytime on 13 11 75.

How do I add an account to Internet Banking?

Go to Manage My Accounts.

How do I add or remove an additional cardholder from my account?

You can add or remove an additional cardholder by visiting your local Suncorp Bank branch or calling us anytime on 13 11 75.

How do I apply online for a Multi-Currency Cash Card?

It’s easy to apply online – plus there are no set up fees. Visit the Cash Passport site and follow the prompts.

You’ll be asked to provide your personal details and select the different currencies you want to load onto your card. Once you’re done, we’ll post your card within a few days. 

How do I avoid being charged an overdrawn fee on my Business Everyday OR Business Premium transaction account when I have money in my savings account?

Suncorp Bank offers a sweep functionality that enables you to sweep (transfer) money from a nominated account if one account does not contain enough money to cover a direct debit or personal cheque. An Insufficient Funds Sweep will automatically move available funds from another Suncorp Bank account (as selected by the client) to cover the transaction amount. This type of sweep aims to reduce the risk of the client overdrawing their account. Sweeps can be set up in branch or by sending a secure message to the Internet Banking team.

e.g. A client has $150 in their Business Everyday account and $500 in their Business Saver. They have a $180 direct debit coming out of their Business Everyday Account. To ensure their account does not get overdrawn, they have an Insufficient Funds Sweep set up which will sweep the extra $30 from the Business Saver Account to cover the direct debit.

How do I buy and sell Suncorp shares?

If you buy or sell shares on market, you need to contact a licensed stockbroker to arrange the trade. Alternatively, you can use an online broking service. This facility is available on our website - Suncorp Share Trade.

How do I calculate my tax for the past financial year?

Simply select 'My Interest' from the menu to view your interest details for the previous and current financial year.

Learn more about how Internet Banking can help you prepare for tax time.

How do I cancel my Internet Banking registration?

You will need to call us on 13 11 75 so that we can delete your Internet Banking Customer ID.

If you decide later that you want to use the service again, you will need to register again as a new user where you will be given a new Customer ID. We cannot reinstate your old Customer ID.

How do I cancel my life insurance policy?

If your circumstances have changed and you no longer need the same level of cover, we recommend that you contact your Suncorp Financial Planner to review your insurance needs. Alternatively, you can contact Suncorp Lifeguard Customer Service directly on 1800 030 733 or life_customerservice@suncorp.com.au.

These FAQs are bound by our standard terms and conditions.

How do I change how often I receive my everyday bank account printed statements or eStatements?

To change how often you receive your printed statement or eStatement simply call Suncorp Bank on 13 11 75 or visit your local branch. It's important to know that we're required to send you a statement every six (6) months. 

Remember that at any time you can easily keep track of your account by using Telephone, Mobile Phone or Internet Banking to check your transaction history and account balance information. 

How do I change my account to be a joint account?

If both of you would like to be account owners then you’ll need to open a new joint account together. We can then help you switch any regular payments from your single account to your new joint account.


To open a joint account simply call us on 13 11 75 or visit your local Suncorp Bank branch.
It’s important to remember that if you aren’t an existing Suncorp Bank customer than you’ll need to visit your local branch with the appropriate identification requirements.
 

How do I change my address on the Share Register?

If your Suncorp securities are held individually (i.e not held in joint names or a company name etc.) and you are an Issuer Sponsored Security holder (refer to item 12 below) you can change your address online via our share registry website www.linkmarketservices.com.au.

If your securities are held in joint names or a company name etc. you can change your address by writing to our share registrar giving the full name(s) in which your securities are held, your Securityholder Reference Number (SRN) your old/new address details and your signature. There is a form on our share registrar's website that you can use for this. It can be found in the 'Forms' area of Link Market Services web site.

CHESS holders (refer to item 12 below) should notify their sponsoring broker of the change of address details in writing. The share registry will then receive this change electronically from the sponsoring broker.
 

How do I change my PIN?

You can change your PIN at selected Suncorp Bank ATMs. Click here to find your most convenient ATM.
 

How do I change the life insurance policy owner?

To change the policy owner, please call your Suncorp Financial Planner or contact Suncorp Lifeguard Customer Service directly on 1800 030 733, or life_customerservice@suncorp.com.au

 These FAQs are bound by our standard terms and conditions.

How do I change the Merchant Password on my EFTPOS terminal?

Below are the simple steps to change your merchant facility. A merchant password can be 4 characters long and you should change it regularly for security purposes.

 

  • Press the Merchant Menu Button
  • Press 4 for Terminal
  • Press 2 for Password
  • Press 1 for Change
  • Type in your current merchant password - Press enter
  • Type in your new merchant password - Press enter
  • Confirm your new merchant password - Press enter.

Your merchant password has now been changed.

Remember to protect this password against unauthorised use, as you will be liable for all unauthorised transactions.
Do not display this password to persons who should not have knowledge of the password.

How do I change the name of my account in Internet Banking?

Go to Manage My Accounts and click in the account name box.

How do I change to a Suncorp super plan?

If you’d like to join Suncorp WealthSmart, download the relevant Product Disclosure Statement from Suncorp Bank or call Suncorp on 13 11 75. 

These FAQs are bound by our standard terms and conditions.

 

How do I check my super balance (Suncorp WealthSmart®)?

You can check your balance online by logging onto Suncorp WealthSmart®. Just click on the red ‘logon to’ button on the Suncorp Bank homepage. If you don’t know your log-in details, just call 13 11 75 or email WealthSmart@suncorp.com.au.

These FAQs are bound by our standard terms and conditions.

How do I close my account if I am a remote, overseas or disabled customer?

If you live more than 50kms from a branch, reside overseas or are a disabled customer, to close your account simply contact us over the phone on 13 11 75.

If there is more than one account holder who can use the account then we'll need to get their consent as well.

Before we close your account you'll need to make sure that the account has a nil balance, all cheques deposited to your account have cleared, and that you return all unused cheques and you arrange for any direct debits and credits to be directed to another account.

Alternatively, please send a written and signed request via post to your Suncorp Bank branch

Please ensure your request includes:

  • Account number to be closed
  • Your contact details, including a phone number
  • Your signature
  • Instructions regarding how and where you wish any balance of funds to be sent. If this is to another bank, please include BSB and Account Number.

 

Once the Branch receives your request, they will be able to close the account for you.

 

 

How do I close my account?

If you are currently residing in Australia, please visit any Suncorp Bank branch to close your account.

How do I deposit and withdraw money with a CMA linked to my margin lending account?

Your CMA has a BSB and a unique account number which appears on the Margin Lending Internet Account Access and on your margin lending or CMA statements. You may choose to send us a cheque, (made payable to Suncorp Margin Lending) or, make a direct deposit into your CMA via your bank’s internet banking or BPay.


To access the funds in your CMA, please check that the amount you wish to withdraw is less than your available funds and then fax us a request on 1300 305 499 or post it to Reply Paid 1877, Royal Exchange NSW 1224. You can only draw funds from your CMA by instructing Margin Lending. You can not draw funds directly from your CMA via internet banking or by going into a branch.

How do I dispute a transaction listed on my credit card statement?

Please call us anytime on 13 11 75 if you need to dispute a transaction listed on your credit card.

How do I dispute a transaction listed on my statements?

If you notice any errors or omissions on your statement you should call us immediately on 13 11 75 and we'll be able to investigate this for you.

How do I dispute a transaction?

If you’ve noticed a transaction that you don’t recognise, first check for more details. Some merchants may take a week or more to post a transaction to your card, or may have a merchant name which is different to their trading name. You can find out more details about the transaction by logging in online or by calling 1300 645 405.

If you still do not believe the transaction is valid, you can dispute an amount deducted from the Card Value within 90 days from the date of the disputed transaction. To dispute a transaction you must complete the Insurance Prepaid Visa Dispute Form. You should submit this via fax to 1300 495 009 to us and we will commence investigation.

For more information about disputing transactions, please refer to the Terms and Conditions of your card.

How do I do my banking using the phone?

Call 13 11 25 and enter your account number and your Telephone Access Code (TAC). Follow the instructions to obtain account balances, transfer funds, pay bills and more.


If you haven’t yet received a TAC, a customer service consultant will be happy to guide you through the registration process. Just call 13 11 75 for assistance.

How do I do my banking via the Internet?

 

Firstly, you need to register for phone banking. Call us on 13 11 75 to register for a Telephone Access Code (TAC). This is a security Token that enables you to log onto a secure internet banking environment. 
 
Once you have your Security Token you can register for Internet Banking. If you require assistance through this process our Internet banking experts are available on 13 11 75.

How do I download the Suncorp Bank App?

If you’re an iPhone/iPad user (iOS), simply go to the app store and type” Suncorp Bank”.

If you’re an Android user (typically Samsung, LG or HTC phones) simply go to the Google Play store and type “Suncorp Bank”.

For security, only download the Suncorp Bank App via the official App Stores above or directly via the App Store links on your device.

How do I ensure maximum security/safety when Internet Banking?

There are a number of ways that you can maximise your Internet Banking security:

  1. Don't write down your Internet Banking Customer ID and your Internet Banking Password anywhere. If you do however, be sure to keep them separate from each other.
  2. Make sure that no one is watching you type your Customer ID and Internet Banking Password when you logon.
  3. Don't leave your Internet Banking session running when your computer is unattended.
  4. When you have finished your Internet Banking session, be sure to click on the Log Off button at the top of the menu to end your session properly.
  5. If you suspect that someone knows your Customer ID and Internet Banking Password, logon immediately and change your Internet Banking Password by clicking on 'My preferences' followed by change password from the left hand menu. Alternatively, please call us on 13 11 75.
  6. By applying for a Security Token you can add an extra layer of security to your Internet Banking.

How do I find out what my current Credit Card interest rate is?

You can view the current interest rates for your Suncorp Clear Options Credit Card. Your interest rate is also printed on your monthly credit card statement, or alternatively you can call us anytime on 13 11 75.

How do I find out what the current interest rate is?

You can check the current interest rates online or via Internet Banking.

How do I Identify a Fake (Phishing) Website and/or email?

Suncorp Bank will never send you an email asking you to verify your details, reset your account or supply any personal details.
No Suncorp Bank email will contain active or clickable links.

When logging into Suncorp Bank’s Internet Banking, check that the web address or URL of the website looks valid.
Become familiar with our Internet Banking website and logon screen - the most obvious way to identify a fake website is to check the login page. We will only ever ask you to provide your Customer ID, password and token code.

How do I increase or decrease my Credit card limit?

You can increase or decrease your limit anytime by calling 13 11 75 or by visiting your local Suncorp Bank branch. Credit limit increases are subject to approval.

How do I increase the amount of life insurance cover I have?

Call your Suncorp Financial Planner to find out about the options available and to get a quote. They will assess your personal situation, and if you decide to go ahead, your Suncorp Financial Planner will be able to assist you in implementing the recommendations to suit your personal situation.


These FAQs are bound by our standard terms and conditions.

How do I know if my transaction has been successful?

If your transaction has been successful, a receipt screen will be displayed. If you selected your transaction date as Immediate, a transaction reference number will also be generated.

How do I know that my Visa payWave transaction information is secure?

The Visa payWave platform is based on secure EMV chip technology which provides both data protection and transaction security via the use of keys and the latest encryption technology. Transactions are processed through the same, reliable payment network as magnetic strip transactions.

How do I let the bank know about a recent death and to close the deceased account?

To let us know about a death and how to close a deceased account its best if you can visit your local branch with Proof of Death documentation. It's important to remember additional documentation may be required depending on the individual legal situation.
 

How do I lodge a complaint about a product or service at Suncorp Bank?

In the first instance most problems can be solved by simply talking to staff at your local Suncorp Bank branch, telephoning our call centre on 13 11 75. If your complaint is not resolved to your satisfaction or you do not wish to contact the people who provided your initial service you can :

  • Phone - 1800 689 762
  • Fax - 1300 767 337
  • Post - Reply Paid 1453. Suncorp Customer Relations Unit RE 058, GPO Box 1453, BRISBANE QLD 4001
  • Email - customer.relations@suncorp.com.au


To understand further our customer relations information and how to resolve your complaint you can read our product information documents or visit our customer relations page
 

How do I lodge my shares as security?

If your existing holdings are Issuer Sponsored we require copies of your latest Issuer Sponsored Holding Statements with a request to convert these shares onto your account. If your existing holdings are currently Broker Sponsored please request your broker to transfer your shares to our CHESS sponsorship, or complete the share transfer form on our website.

How do I make a business BPAY® Payment to one of my customers?

To make a BPAY® Payment
1. Register for Internet or Phone Banking if you haven’t done so already
2. Look for the distinctive BPAY® logo on your bills
3. Logon to your Internet banking site or call your phone banking service
4. Select the BPAY® or bill payment option and follow the simple instructions
5. Wait for and record your receipt number

How do I make an appointment with a Financial Planner?

You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75. You can also make an online appointment.

These FAQs are bound by our standard terms and conditions.
 

How do I make contributions to my super?

You can contribute to Suncorp Wealth Smart® in a number of ways including BPay, by cheque or even a branch deposit. 
 
BPay is an easy way to make a contribution into your super, direct from your bank account. All you need is an internet or phone banking account that offers a BPay facility. If you would like help with this, call us on 13 11 75. 

These FAQs are bound by our standard terms and conditions.

How do I notify the bank of a death and to close a deceased account?

Visit any Suncorp Bank branch and they will be able to assist and advise of the appropriate actions required.


 

How do I obtain a Fedwire/ABA code?

You will need to request the Fedwire/ABA Code from the payment Recipient. This code is often displayed on customer's bank statements in the United States of America. The payment recipient may also obtain the Fedwire/ABA code from their bank. Alternatively, you can attempt to establish the correct Fedwire/ABA code for your payment by searching the American Federal Reserve routing directory. Suncorp Bank staff are not able to provide any details relating to Fedwire/ABA codes.

How do I obtain a SORT code?

You will need to request a SORT code from the payment recipient. Alternatively the payment recipient may obtain the Sort code from their bank. Suncorp Bank staff are not able to provide the Sort Code.

How do I obtain a SWIFT code?

If you need a SWIFT code to complete an International Money Transfer, it’s best to contact the recipient's bank who can provide the appropriate SWIFT code. The SWIFT codes can sometimes also be found on the recipient's bank account statements.

If you’re still having trouble finding a SWIFT code, the following site can also be used to locate a SWIFT code: SWIFT Online Directory.

If you’re sending money from overseas to a Suncorp Bank accounts you can view our SWIFT details here. Just choose the currency you’re sending in the drop-down to obtain details.
 

How do I obtain a TAC (telephone access code)?

Contact the Customer Service Team to get a Telephone Access Code (TAC) on 13 11 75. For security reasons it will be necessary to have some personal ID checks on hand.

How do I obtain an IBAN?

You will need to request the IBAN from the payment recipient. IBAN and SWIFT codes are often displayed on recipient's bank statements in European Union countries. Alternatively, the payment recipient may obtain the IBAN from their Bank. Suncorp Bank is unable to provide an IBAN. An IBAN is not required to remit funds to Suncorp. The following site can be used to validate the IBAN format: http://www.tbg5-finance.org/?ibancheck.shtml

How do I obtain POS Totals on my EFTPOS terminal?

Below are simple instructions on how to print POS totals. POS totals will display the totals of all transactions on the terminal since the terminal last settled.

  • Press the merchant menu button
  • Select 3 for Batch
  • Select 3 for Total

The terminal will display the totals of the transactions since the terminal last successfully settled.

How do I order a printed statement or eStatement?

You can order a statement from any Suncorp Bank branch or over the telephone by calling 13 11 75. Fees and charges may apply. If you have Internet Banking you can view eStatements issued since 1 July 2013 or view transaction activity online and with no fee involved. Logon to Internet Banking.

How do I order additional merchant stationery? (EFTPOS terminals only)

How do I order tally rolls for my EFTPOS terminal?

Two easy ways to order:

1. Through your EFTPOS terminal

  • Press the FUNCTION button, type in 86, press ENTER
  • Type in your PASSWORD and press ENTER
  • Type in the NUMBER OF ROLLS required in multiples of 10 and press ENTER

The terminal will print a receipt confirming your order has been sent. Please note: A maximum of 30 paper rolls can be ordered per day

2. Via our website

Please note: Manual voucher stationery ordering is only available via our website.

Both methods give you instant confirmation that your order has been received, and your stationery will be delivered in three to five business days.
 

How do I pay a bill with BPAY®?

To pay a bill with BPAY®, simply go to BPAY® - Bill Payment in the Internet Banking or Mobile Banking menu, or you can use Phone Banking. You will need the biller code and customer reference number located on your bill.
 

How do I pay a bill with BPAY®?

To make a BPAY® Payment: 
1. Register for Internet or Phone Banking if you haven’t done so already 
2. Look for the distinctive BPAY® logo on your bills 
3. Logon to your Internet banking site or call your phone banking service 
4. Select the BPAY® or bill payment option and follow the simple instructions
5. Wait for and record your receipt number

How do I pay for my Online Telegraphic Transfer?

You must have sufficient available cleared funds in your Suncorp Bank account to cover the payment. The amount of your payment in Australian dollars must be within your daily payment limit. Each payment will attract a single Suncorp Bank fee of AUD $20.00. This fee plus the Australian equivalent of the amount being sent will be charged to your selected account.

How do I pay for my shares?

You must have sufficient available funds available in your Suncorp Bank Wealth Cash Management Account (WCMA) prior to placing your order.

How do I pay for shares I purchased through Suncorp Share Trade?

For orders placed online, you must have sufficient funds available in your Suncorp Wealth Cash Management Account (WCMA) prior to placing your order. Payment for telephone orders should be discussed with the dealer taking the order.

How do I pay interest on a margin loan?

How do I pay interest?

For fixed loans you can pay by direct debit or cheque. If you have a variable loan, you may choose one of the above two options or capitalise the interest to your loan.

Do I need to make regular loan repayments?

You may request an increase to your credit limit by completing the Credit There is no need to make ongoing repayments to your loan. If you do want to make repayments, they can be made at any time and for any amount. If you repay the entire balance, you can maintain the facility until you may need it again.

Are there any fees?

There are no account keeping or ongoing fees payable to Suncorp Bank. On application, if you are a company or trust, you will be required to pay $135 or $165 respectively, for the required company searches or trust vetting fees, but once your account is active there are no other fees or charges.

Do you pay commission?

Suncorp Bank margin lending may pay commissions to your Adviser however this is not an endorsement of either your Adviser or the service they provide you.

How do I payoff my credit card while overseas?

There are methods of making payments to your credit card while you are travelling overseas. These include:

  • Suncorp Bank Internet Banking
  • Suncorp Bank Telephone Banking
  • BPAY®
  • Direct Debit your minimum balance

How do I process a 'Manual Settlement' on my EFTPOS terminal

Simply follow these easy steps:

  • Press the merchant menu button
  • Select 3 for batch
  • Press Enter
  • Select 1 for Settle
  • Press Enter
  • Type in the merchant password
  • Press Enter
  • The terminal will ask you to confirm totals
  • Press enter

 

Terminal will settle the transactions since the last settlement, ensure that the settlement says approved.

How do I process a 'Void transaction' on my EFTPOS terminal?

Simply follow these simple instructions:

 

  • Press Merchant menu button
  • Select 1 for transaction
  • Select 6 for Void
  • Type in your password
  • Press Enter
  • Select 1 for Last to Void the Last Transaction
  • Select 2 for Invoice to void a previous transaction within the same batch
  • Type in the Invoice number
  • Press Enter
  • Terminal will ask you to verify the Transaction to be Voided
  • Press the Enter button for yes or Clear button for no

 

The terminal will print you a merchant receipt indicating the VOIDED sale.
Do not disclose the password to any unauthorised people.
Note: Only Credit card transactions can be voided.

How do I process a Courtesy Slip on my EFTPOS terminal

Simply Press Merchant menu button

  • Select 2 for print
  • Select Courtesy slip
  • Type in Meal Amount


Please note that this is not a sale and a sale still needs to be processed.
This functionality is only available if enabled on your profile.

How do I qualify for the Age Pension?

To qualify for the Age Pension, you must:
• be aged 65 or over (men) or 64.5 or over (women);
• meet income and assets test criteria; and

• meet certain residence requirements.

 

To find out more about qualifying for the Age Pension, speak to a Suncorp Financial Planner or go to Centrelink 


These FAQs are bound by our standard terms and conditions.
 

How do I re-activate my account if it has become dormant?

To reactive a dormant account you'll need to visit your local branch or complete one of the following transactions on the dormant account: 

  • Make an ATM withdrawal 
  • Complete a Phone Banking transfer "From" the dormant account 
  • Make EFTPOS transaction 
  • Complete a transfer "From" the dormant account in Internet Banking 
     

How do I receive my proceeds from share sales?

Proceeds from online share sales will be credited to your Suncorp Wealth Cash Management Account (WCMA).

How do I receive payment via BPAY® from my customer?

To become a BPAY® Biller discuss your requirements with one of our Deposit and Payment Specialists. Once you become a BPAY® Biller, the process is as follows:
1. You send out your bill to your customer.
2. Customers receive your bill.
3. Customers access their financial institution's internet banking site or phone banking service to make payment via cheque, savings or credit account.
4. Your financial institution credits your account.
5. Your business receives funds and payment information.
6.You then update your accounts receivables system.

1. Log on to your Internet banking site or call your phone banking service.
2. Select the BPAY® or bill payment option and follow the simple instructions.
3. Wait for and record your receipt number.
 

How do I replace the Paper Roll on my EFTPOS terminal?

  • First, Open the printer cover
  • Drop the paper roll into the paper holder with paper coming out bottom of roll towards print head
  • Pull the paper and close the printer cover
  • Pull and tear the paper against the paper receipt guide

 

Operate the terminal as normal.
 

How do I report my card Lost/Stolen/Damaged?

If your card has been lost, stolen or is no longer working as it should please call and advise us on 1300 645 405.

How do I reprint a Settlement on my EFTPOS terminal?

Simply:

  • Press the merchant menu button
  • Press 3 for Batch
  • Press 2 for Reprint Settle


The last successful settlement slip will be reprinted.

How do I reset my TAC (telephone access code)?

You can only reset your TAC via our call centre on 13 11 75. For security reasons you will be asked some identification questions.
 

How do I search for a particular type of transaction in Internet Banking?

Do an advanced search under Transaction History and tick the options you'd like to search for.

How do I send money to another bank in the new app?

Sending money to another bank (known as an external transfer in Internet Banking) has been bundled into "Send Money" which can be accessed in transfers within the app menu.

How do I set up a direct debit on my credit Card?

You will need to contact your service provider to establish a direct debit. If you would like to setup a direct debit to make your credit card repayment, please call us on 13 11 75 or you can do it in Suncorp Internet banking.

How do I set up an Automatic Savings Plan?

You can set up an Automatic Savings Plan through Internet Banking;
1. Login to Internet Banking and click on Transfer money
2. Select My Accounts and choose the accounts you want to transfer between
3. Give your Automatic Savings Plan a name in the Reference box and select how much you want to save
4. Select Recurring transfer and choose how frequently you want to save (weekly, fortnightly or monthly)
5. Choose the start and end date or your Automatic Savings Plan and click Next

At any time you can login to Internet Banking to manage your Automatic Savings Plans and any other transfers you have set up. Simply click on Transfer Money and Manage my Frequent Transfer list.

How do I setup a flexiRate in Internet Banking?

You can set up flexiRates within Internet Banking by following 3 simple steps:
1. Select Manage my flexiRates in the main menu on the left side.
2. Click on 'Setup new flexiRate'. 
3. Select the flexiRate options that best suits you.

 

Need help? Check out our how to videos and detailed support for Internet Banking.

How do I start trading with Suncorp Share Trade?

To open a trading account you can complete an application form online. Print and sign it, and then return it to us with a copy of your identification.
If you only want to sell some shares, but don’t want to open an account with us, try our One-off Sale service. Complete and sign the One Off Sale form and send it to us with a copy of your share holding statement and identification and you will receive a cheque a few days later.

How do I stop a Cheque being processed?

A stop can be placed on a personal or business cheque as long as the cheque hasn't been presented (debited) to your account. Visit a Suncorp Bank branch or call 13 11 75 immediately to place a stop on the cheque.

How do I switch back to paper statements?

If at anytime you wish to switch back to paper statements, simply select the 'Paper' button on the eStatements page. You'll still be able to view any eStatements you have already received in Internet Banking.

How do I switch my banking to Suncorp Bank?

We can help you switch to Suncorp Bank. It's simple, all you need to do is:
1. Open a new account
2. Organise any regular payments to be redirected to your new account
3. Once your payments are set up, close your old account. We have tools to help make switching easier.

How do I switch to eStatements and stop receiving paper statements?

Once you've logged into Internet Banking simply follow these steps:

  1. Select 'eStatements' from the menu.
  2. Select the 'Online' button for each account you'd like to stop receiving paper statements for.

 

Not yet registered for Internet Banking? Simply call Suncorp Bank on 13 11 75.

How do I use my Suncorp Bank Visa payWave debit card?

Simply hold your card within 4 cm of the secure contactless reader. Four green lights will appear. This takes no more than half a second. You can then remove your card and the transaction will be complete. You can choose to have a receipt, but this is optional.

How do I use my Visa Debit chip card at shops merchant facilities?

You may begin to see a small difference in how transactions are processed when using a card with chip functionality.

Shops that have enabled chip transactions through in-store payment terminals may ask you to insert, or ‘dip’, your chip card in the base of the terminal, instead of swiping the magnetic strip on the back of the card through the terminal. When you transact by inserting your chip card, the card will remain there for the entire transaction.

 

How do I use my Visa Debit chip card in an ATM?

You can continue to use your chip card at Suncorp Bank ATMs as normal, you won't notice any change.

 

How do you check your balance and view transaction history?

Using 'My Account'. You can manage these everyday aspects of your Cash Passport online as soon as you've registered on 'My Account'. 

How do you reload the Multi-Currency Cash Passport?

Even with a zero balance, your Multi-Currency Cash Passport is still valid (up to the expiry date on the card), and you can reload it for your next trip anytime. There are several ways to reload:

  • Fee Free with the Online Portal: Reload for free, manage your money, and check your balances 24/7 via the Cash Passport online portal.

Reload in three simple steps:

  1. Visit the Online Portal and select ‘Top Up Card’.
  2. Follow the prompts to generate an invoice to pay via BPAY. This will be emailed to you.
  3. Pay via BPAY using Biller Code 303941. Your Unique Customer Reference Number will be generated in your reload confirmation email.
  • 1% Fee BPAY option: If you use the BPAY reload details on the back of your card, you’ll be charged a 1% fee of the amount you reload.
  • $15 In Branch: Alternatively, visit your local Suncorp Bank branch to reload your Cash Passport for $15 each load. Your first card load and following reloads in branch will generally be on your Cash Passport within two (2) business hours. 

How does tax effect money in a Kids Savings Account?

Children may have taxable income as a result of interest earned in their Kids Savings account. To learn more about this search 'Special Tax Rules for Under 18s' on the Australian Taxation Office website.

How does the Multi-Currency Cash Passport work?

You can pay for goods and services online and in store, wherever MasterCard® is accepted.

You load your travel money onto it in advance in up to 10 different currencies, and then use it at over 2 million ATMs displaying the MasterCard Acceptance Mark to access your money quickly and safely.

How does the Visa payWave technology actually work?

An antenna has been embedded into your new card, so when you wave it in front of the Visa payWave reader, it securely transmits information to the terminal to make your purchase.

How early can I repay my loan?

You can pay out your loan as quickly as you like. There is a fee for finalising your home loan. Check the Lending Fees and Charges brochure, for more. 

If you have a Fixed Rate home loan and want to break the term, an Early Repayment Adjustment Fee may also apply.

How is a payout figure calculated on a Personal Loan?

An early payout fee applies if you repay your loan within 12 months of settlement and the term of the loan exceeds 12 months.

How is interest calculated on my credit card?

Credit card interest is calculated at the end of the statement period. This is done by calculating the closing balance at the end of each day for all transaction types, adding up each daily ending balance then dividing by the number of days in the statement period.

How is Suncorp Bank protecting my accounts online?

Suncorp Bank is committed to providing you with the highest level of security and support when banking online.
We use industry standard security technology and practices to optimise your security for Internet Banking and to protect your account from any unauthorised access and inconvenience. Here are just a few ways we achieve this:

  • Your Internet Banking session with Suncorp is protected with encryption, which means that the information sent to and from your computer can only be seen and understood by yourself and Suncorp.
  • Suncorp Bank maintains a number of firewalls that provide a secure environment for our Internet Banking customers.
  • Firewalls protect Suncorp Bank systems from attacks, track potential and actual threats, and ensure nothing unauthorised enters or leaves our Internet Banking environment.
  • When you log into Suncorp Bank Internet Banking a secure session is established using a technology called Secure Sockets Layer (SSL). A secure session can be identified by URL or web address starting with https:// rather than http://
  • If you ever logon to Suncorp Bank Internet Banking and do not see one or more of these identifiers, please call 13 11 75 and ask for Internet Banking Contact Centre.
  • After consecutive unsuccessful login attempts (over any period of time), Suncorp Bank disables your Internet Banking account by locking you out to safeguard against unauthorised access.
  • To re-activate Internet Banking you simply need to call 13 11 75 and ask for Internet Banking Contact Centre.
  • Suncorp Bank has set a time-out default after which your system will automatically log you off and end your Internet Banking session.

This means that should you leave your Internet Banking unattended for a period of time, the system will end your session to ensure that no one else can access your personal information in your absence.

  • Each time you connect to Internet Banking, check the date and time of your last login or session. It will be displayed at the bottom of the My Accounts page.
  • You can also see details of your last 5 logins and what transactions were made at the bottom of the My Accounts screen.

Be sure to check this each time to ensure that nothing is out of the ordinary.

  • While Suncorp Bank does its part to protect your Internet Banking, it is important that you keep your anti-virus and firewall software up to date. If you are not sure about your computer settings and anti-virus software or if you are using public computers, such as Internet Cafes and Hotel computers, ensure you have a Suncorp Bank Security Token.
  • Suncorp Bank’s Security Token is a service that adds an additional layer of security to your Internet Banking account.
  • When logging onto Internet Banking, you will be asked to enter a six-digit numeric code, known as your token code, after your Customer ID and Password.
  • The token code is provided by your Security Token, a key-chain sized device that generates a new number every 60 seconds.


Suncorp Bank has an experienced and dedicated detection team that ensures an immediate response to suspicious account activity or potential cases of fraud.

From time to time, our Fraud Detection team may contact you to confirm a transactions. Please note that we will never ask you to provide any personal details while confirming your transactions.

If you feel that your security may have been compromised, please call Suncorp Bank on 13 11 75.
The Australian banking industry works together and alongside the Australian High Tech Crime Centre and the Australian Federal Police to manage threats to online banking and the Internet.

Suncorp Bank is also a member of the Australian Computer Emergency Response Team (AusCert), which continually investigates and notifies Suncorp Bank of online criminal activity within Australia and across the globe.

How long before settlement from the EFTPOS terminal reaches my bank account?

When settling into a Suncorp Bank account and your terminal settles before 06:30pm (AEST), the funds will be available in your account the same day.  (Same day settlement, 365 days a year)

When settling into a non Suncorp Bank account the funds will be in the account within 48 to 72 hours of settlement.

How long does it take for a personal loan to be approved?

Conditional approval can usually be given the business day after we receive your application. Apply online, and it can be even quicker. If everything checks out, you’ll have your loan within a week. If you have already applied for a Personal Loan online, you can check the status of your application.

How long does it take for me to receive an EFTPOS terminal from the time I apply?

You will receive your EFTPOS terminal within 7 working days from when your application and its supporting documentation is submitted.  This is of course subject to the approval of your application.

How long does it take to consider a financial difficulty request?

If you have provided all the information we need we have 21 days to review your situation and make a determination of your financial difficulty request. If we need further information during this time we will ask you for it.  We may require a further 21 days after receipt of the further information to make a decision.

If you do not provide us with the further information we request, we will make our assessment based on the information we have.

How long does it take to transfer my securities from another firm?

Your broker is required by the Australian Securities Exchange to transfer your securities in 2 business days. Delays may be experienced if the spelling of your name or other details does not match exactly, so be sure to provide the information exactly as it appears on your CHESS statement.

How long does the credit card application take to complete? What do I need?

The credit card application only takes a few minutes to complete. You can apply online, you can call 13 11 75, or by visiting your local branch.

How long does the credit card application take to complete? What do I need?

The credit card application only takes a few minutes to complete. Find out how to apply online by clicking here, call 13 11 75, or by visiting your local Suncorp Bank branch. In most cases your application will be assessed within 3 -5 business days.
 

How long will it take to receive my card?

It may take up to 5-7 business days for you to receive your new cash card or Visa Debit card. In some cases you may be notified to pick up your Visa Debit card from your local branch. If you don’t receive your card within this timeframe please contact us on 13 11 75.

How long will my global transfer take to reach the recipient overseas from Australia?

Under normal circumstances your money should arrive at the overseas bank of the recipient within two (2) to five (5) business days. However, we cannot guarantee this timeframe as there may be delays due to circumstances beyond Suncorp Bank's control including international public/bank holidays and the banking practices of the overseas bank or country.

How long will the battery last in my security token? Can I change the battery?

Security Tokens do not run out of battery but they do have an expiry date which is 5 years. You can check the expiry date on the back of the token. Internet Banking will send you an alert when your token is nearing expiry so you can order a replacement token.
 

How many sub accounts can I have linked to my Everyday Options account?

You can have up to 9 sub accounts linked to your main Everyday Options account. You can name these sub accounts in Internet Banking to help personalise your banking. For example, you might like to name them for what you're saving for such as a holiday, school fees or a rainy day.

How many transactions can I see on Mobile Phone Banking?

Up to 180.

How many transactions can I upload into Business Payments?

1000 (one thousand).

How many transactions can I upload into Business Payments?

1000 transitions per file.

How many years of eStatements will I have access to?

Currently you can see eStatements issued from 1 July 2013. Simply send us a secure message, call us on 13 11 75 or visit your local branch if you require a statement issued before this date.

 

How much are international transaction fees for credit cards?

Various fees may apply for international transactions. Click here to view the Suncorp Clear Options Fees and Charges page.

How much can I borrow with a Suncorp Bank margin loan?

What is my credit limit?

By assessing your financial position on application or during a credit limit increase request, Suncorp Bank will approve a credit limit it considers suitable for your financial position. This is the maximum amount you may be able to borrow under your facility.

How much can I borrow?

The minimum amount we lend for a home loan is $10,000, and the maximum loan amount depends on your borrowing capacity and the value of the security property. Our loan calculators can give you an idea of how much your monthly repayments would be and how long you could take to repay the debt.


Once you submit your full application, we will assess your financial position and confirm the loan amount and term you have requested.

How much can I save?

To get an idea of how much you can save and in what timeframe you may like to use our Savings calculator.

How much can I transfer in the Suncorp Bank App?

If you’re a new customer, there are no limits to transfer between your own accounts. If you need to send money to another bank, a limit of $2000 will apply per calendar day.

For existing customers, you’ll have a limit of $2000 when sending money to other banks via the Suncorp Bank App. If you’re a security token user, you can transfer money up to your Internet Banking daily limit by entering your token code when prompted.

How much can I transfer over the phone?

Transfers can be made between $0.01 and $99,999.00.

How much data does the Suncorp Bank App use?

As a guide, if you login and do a range of functions and logout, the data that the Suncorp Bank App uses is minimal. As a guide, approximately 100kb is used which is the equivalent of opening an average size email.

How much deposit do I need for a Home Loan?

The deposit you need will depend on the type of transaction and loan facility you choose. If you are looking at investing or purchasing your own property, you can borrow up to 95% of the purchase price or valuation (whichever is the lesser). If you are looking at purchasing vacant land, you can generally borrow up to 90% of the purchase price or valuation (whichever is the lesser).

You can generally borrow up to 95% of the purchase price for most of our home loans except for Line of Credit products, where you can generally borrow up to 90% of the purchase price or valuation (whichever is the lesser).

For Home Loans and Lines of Credit, you may need to pay Lenders Mortgage Insurance if the loan is more than 80% of the value of the property. This percentage may vary, depending on the type of home loan. Where Lenders Mortgage Insurance is payable for Lines of Credit, terms and conditions apply.

For Investors:

If you intend on borrowing for investment purposes, you will need to demonstrate 20% equity in your existing property or deposit.

If you already own a property, you can use equity in that property as a deposit to purchase another property. Suncorp Bank may hold security over both properties while the loan is being repaid.

How much does a International money transfer cost?

International Money Transfers processed online cost $20 each. International Money Transfers processed in a branch cost $30 each.
 

How much interest will I pay over the course of the personal loan if I pay either Weekly, Fortnightly or Monthly?

The amount of interest you pay over the course of the loan will depend on your loan amount and loan term. To calculate your repayments based on the loan size and term, use our repayments calculator to see the effects of paying your loan weekly, fortnightly or monthly.
 

How much life insurance do I need?

The amount of insurance you need will depend on things like your level of debt (eg mortgage), number of dependents (e.g. spouse and children), and future lifestyle goals. A Suncorp Financial Planner can help you understand how much you’ll need to protect yourself and your family. You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75. 

These FAQs are bound by our standard terms and conditions.

How much money do I need in retirement?

This will depend on a range of factors including when you plan to retire, and what kind of lifestyle you would like. Talking to a Suncorp Financial Planner can help you work out what you’ll need in the future, and the steps you can take to get there. You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75. Or try our Online Retirement Calculator, a simple tool that helps you assess how much you may need in your retirement years.

These FAQs are bound by our standard terms and conditions.
 

How often do I receive statements?

Statements are provided on a monthly basis to you and your Adviser (where requested). They can also be obtained on request from your account manager, and viewed at the margin lending online portal.

How often will I receive mailed statements or eStatements for my accounts?

At Suncorp Bank we are flexible with the issue of our mailed statements and eStatements. Depending on your type of account , you can choose to have them mailed monthly, quarterly , every 6 months or annually. We even let you choose the day it gets mailed! Please visit your local branch or call us on 13 11 75 for any changes required.

How old do I have to be to be able to have a Visa Debit card?

You'll need to be 16 years or older and an Australian resident to be able to get a Visa Debit card with your everyday account.

How secure is the Multi-Currency Cash Passport?

Chip + PIN Protected. The Multi-Currency Cash Passport is protected using Chip + PIN technology. It also has a signature panel on the back and is not linked to any of your personal accounts. The card is completely separate to your everyday banking accounts.

How will I know if my financial difficulty request is successful or not?

We will be in contact with you by telephone and in most cases will also provide our decision to you in writing.

How will I know that a future dated transaction hasn't occurred?

You will receive an email to advise you that your transaction (bill payment, funds transfer, business payment) has been unsuccessful. Log onto Internet Banking and read your secure message to determine which transaction was unsuccessful.

How will I know when a new eStatement is available for me to view?

We'll send an email to the primary email address attached to your profile when a new eStatement is ready.

If you have multiple profiles we'll send an email to the primary email address for each profile.

I am having difficulties logging onto Internet Banking?

If there are known technical issues with Internet Banking, we'll always post a message on the Logon page. You may also want to try another web browser if you're having issues. If you are trying to logon and are having any issues with Internet Banking, call us on 13 11 75.
 

I am not an Internet expert. How easy is Verified by Visa to use?

Verified by Visa is so easy to use, you'll barely know it's there. Just shop online as you normally would. You may be prompted to enter a one-time Passcode which will be sent to your mobile phone by SMS. Once you have completed the transaction you can simply delete the SMS.

I am overseas and have lost or had my card stolen, who do I call?

Before travelling overseas, notify Suncorp Bank of your travel plans by calling us on 13 11 75 and obtain contact numbers for Visa International for the countries you are travelling to. If your card is lost or stolen, contact us on +61 7 3362 1712 or +61 13 11 75 immediately. You can also contact Visa International.

I am retired, what benefits does Suncorp Bank have to offer me?

We offer a 55+ account which is an everyday account especially for over 55's that helps make your money work hard while rewarding you for your position in life. This account gives you: 

  • Unlimited free Suncorp Bank transactions with no monthly account keeping fee 
  • Interest that is based on the “Government Deeming rates” 
  • Unlimited free Bank cheques 
  • Option of a Visa Debit card 

I can’t seem to access one of my accounts? How come?

You can only access accounts in Telephone Banking that are in your name or if you have access to them. If you believe an account should be accessible via Telephone Banking, contact us on 13 11 75 or visit your local Suncorp Bank branch.

I don't know the balance transfer interest rate. Where do I find this information?

Your balance transfer interest rate is printed on your monthly credit card statement. You can also call us anytime on 13 11 75.

I don’t have a user name or password, how do I get these?

Click the ‘log in’ link above to access the Prepaid Card web portal. This will open a new web page.

Select ‘First time log in’, where you will be prompted to enter some Card and personal information to identify yourself. You will then be prompted to set up a user name and password to use going forward.

I have a HIN with another broker. Can I trade these shares through my account.

You will need to transfer any stock held under your HIN with another broker to your HIN with Suncorp Share Trade. We can arrange this on your behalf - simply complete the Transfer CHESS Holdings form.

I have a question regarding Suncorp Share Trade, how can I contact you?

There are a variety of methods to contact us.

I have breached my credit limit, what happens now?

You will not be able to trade above your credit limit. If you breach your limit because of an interest capitalisation, you will have five business days to reduce your loan balance. If you take no action, Suncorp Bank may sell securities to reduce your loan balance to an acceptable level.

I have changed the telephone system my EFTPOS terminal is linked to, what do I need to do?

If you have a switchboard (PABX) and a code needs to be entered prior to dialling the number, the terminal will need to be programmed as follows:
Press the Blue Function button;
Type in 2;
Press ENTER;
Type in the Merchant password;
Press ENTER;
Type in the PABX access code;
Press ENTER.
Test to see if the terminal connects

If the problem is not resolved call 1800 836 055.

I have forgotten my PIN

If you've forgotten your PIN, simply call us on 13 11 75 and one of our consultants can arrange to send a new PIN for your Credit card and Visa Debit card. To help us make it easier please ensure you have your card number on hand. Your new PIN should then arrive by mail within 5 to 7 business days.

I have some issuer sponsored shares. How can I transfer them to my Suncorp Share Trade account?

If your shares are sponsored by the issuing company, you may wish to transfer them to be CHESS sponsored by CMC Markets Stockbroking (note that in order to sell shares online they must be CHESS sponsored by us). Simply mail or fax your issuer sponsored holding statement along with a letter requesting us to transfer them into your account.


Note that you can only transfer into an account of the same name as the issuer sponsored statement. Transferring into a different name is treated as an off-market transfer and may be subject to fees and/or government charges. For example, if the holdings are in the name Mr J Smith, you cannot transfer them directly into the account Mr and Mrs J Smith. Please call us on 13 11 75 if you have any questions about CHESS transfers.

I just made a mistake on a transaction that I confirmed and I want to cancel it, what do I do?

If the transaction payment date was immediate then to reverse a transaction you will need to call us immediately on 13 11 75. Please do not try to fix it by repeating the same process, as it will register as two separate transactions.
If you have made a mistake with a BPAY Bill Payment, you may have to contact the Biller to notify them.
If the transaction was set up as a recurring or future dated transaction, you can go into the transfers or BPAY section of Internet Banking and cancel the transaction in the 'future dated' table.

I just received my Card, does it need to be activated?

The letter you received with your Card will advise you whether you need to activate it or whether it is already activated and ready for use. This is listed under the “Activating your Card” section of the letter.

If we have instructed you to activate your Card, you must not use the Card until you activate it.

I need a security token to send money in the Suncorp Bank App. How do I order one?

To order a security token, simply login to the desktop version of Internet Banking by going to suncorpbank.com.au.

I need to change my contact details.

There are a few ways you can change your personal contact details:

  • Over the phone, call 13 11 75, you will be asked to provide ID checks before changes can be made.
  • You can also visit your most convenient branch to change personal details, just remember to have some ID to prove your changes.
  • The most convenient and easiest way to change your personal details is via Internet Banking. Click here to register for Internet Banking. Once you are set up on Internet banking 'My Details' allows you to edit your Internet Banking password, change your contact details, edit your daily limit and maintain your profile.

I need to change my name.

If you are changing your name, say you just got married, you need to visit your most convenient branch and present a government issued certificate, a celebrants or priests certificate is not accepted. For further detail on changing your personal details OR signing up to Internet Banking so you can be in control for any future update to your personal details, call 13 11 75.

I need to save money do you have a budget tool?

Suncorp Bank has a budgeting tool called Budget Tracker. It allows you to better track your spending. For more information go to The Budget Tracker webpage.

I receive my statements at the end of each month, when will I see my eStatement in Internet Banking?

You'll be able to view your eStatement in Internet Banking 2 days after the last day of the month.

We'll send an email to the primary email address attached to your Internet Banking profile when a new eStatement is ready.

I trade over the phone with Suncorp Share Trade. Can I see my CHESS holdings and Cash Account balances online.

Yes. Just call our Help Desk on 13 11 75 to arrange access to the site.

I want to read more about Suncorp Bank and what's been in the media

All news media releases are in PDF format and require Adobe Reader. You can go directly to the last few months archived stories.

I want to transfer money overseas, I need a Swift Code?

A SWIFT code is the unique identification code of a particular bank. These codes are used when transferring money between banks for international transfers. It indicates which bank a payment is to be sent. Bank identifier codes are commonly known as SWIFT (or BIC) codes.

A SWIFT code is a standard format code which is comprised of eight (8) or eleven (11) letters or numbers. The SWIFT code can be a bank's general head office code, or relate to a bank's individual branch or department.

Suncorp Bank swift code is automatically populated when you are sending global payments via internet banking overseas. You will need to obtain the swift code of the bank you're sending money too. If a European or UK account you'll also need the IBAN.

The following site can be used to try to obtain a SWIFT code: SWIFT Online Directory
 

I was charged $20.00 for a Late Payment/Overlimit fee, but I am on a pension/Government benefit. Why was I charged?

An Overlimit fee is charged when the outstanding balance of your credit card exceeds your approved credit limit. You can avoid overlimit fees by monitoring your account balance and keeping track of your spending to ensure that there are sufficient funds prior to a scheduled automatic payment or prior to making a purchase.

I'm a new customer wanting to open an account?

If you're a new customer to Suncorp Bank you can choose to open a personal account;
1. over the phone by calling 13 11 75;
2. online via the corporate site; or
3. by visiting a local branch.
We're required, by law, to obtain suitable identification from you and any others operating on the account before we can completely open your account.

Opening an account online:
If you're opening an account online we'll issue you with your BSB (484-799) and account number, and a temporary access code for Internet Banking. If you are a single applicant, we may be able to verify your identity online, saving yourself a trip to a branch or Australia Post. Please make sure you have a combination of the following before you start the application: 

  1. Passport
  2. Medicare card
  3. Drivers Licence

If you do not have the required ID, or are applying for a joint account, you can still apply online, however, you will need to visit your local branch or Australia Post to be identified before complete access to your account can be provided (e.g. withdrawals, card access).


Opening an account over the phone:
If you're opening an account over the phone we'll issue you with your BSB (484-799) and account number. You'll then need to visit your local branch to be identified before complete access to your account can be provided (e.g. withdrawals, card access).

Need more information on what identification you need to open a new account? Click here to find out about identification requirements, or call us on 13 11 75.
 

I'm an existing customer wanting to open another account?

It's easy to open a new account if you're an existing customer. You can choose to open an account;
1. over the phone by calling 13 11 75; 
2. online via Internet Banking. Simply click on the "Open an account" tab; or 
3. by visiting a local branch.

I'm concerned about placing share trade orders over the Internet. How safe is it?

We use SSL Encryption to encrypt your trading password and order instructions when you submit them to us using the web site. You should be careful to ensure that your trading password is not shared with anyone else, or used in such a way that it might be discovered by someone else. Good practices to follow for our site, and any financial site, include:
1. do not access our site from public computers, such as internet cafes, as you can never know what software could be on those computers that could discover your passwords
2. ensure your computer is protected by an up-to-date anti virus program and firewall
3. do not follow links in emails that ask you to confirm your login details. Suncorp Share Trade will not ask you for your password in any emails
4. If you are still concerned about trading online, you may feel more comfortable trading with our phone dealers and using the web site for the pricing, tools and research.

I'm in Australia, and have lost or had my card stolen, who do I call?

For lost or stolen cards call us immediately on 1800 775 020, 7 3362 1712 or 13 11 75.

I'm looking for information on the history of Suncorp's share prices?

You can search Suncorp's share prices history by various dates and time frames. They will be presented in graph format.

I've just submitted a BPAY® incorrectly, can I reverse it?

You aren't able to reverse a BPAY® bill in Internet Banking but call us on 13 11 75 and we'll attempt to reverse the payment for you. It's best to call us as soon as possible.

If I lose my token, how much will it cost to get a new one?

$20.00

If you don’t have to sign or enter a PIN, how secure is it?

Visa small ticket transactions are highly secure and subject to existing Visa Debit card security measures. Each small ticket transaction is still electronically authorised by Suncorp Bank at the time of purchase, hence subject to checking as in the case for a normal Visa Debit card transaction.


This service has been implemented in a number of countries including the U.S., Hong Kong and Japan. Data following the rollout in the U.S. has confirmed that there has been no incremental increase in fraud or chargebacks for small ticket transactions.

Is Mobile Banking safe to use?

Suncorp Bank Mobile Phone Banking is as safe to use as a personal computer. You should follow the same basic security precautions you do with a personal computer. This would include being careful about what is installed on the phone and applying security patches as they become available.
Suncorp Bank will only support mobile phones that use SSL encryption to maintain the security of your information.
Security software such as Anti-Virus, Anti-Spyware and firewalls for mobile phones are emergent technology which you should consider installing on your mobile phone to protect your mobile phone and Internet Banking credentials.

Is Telephone Banking safe?

Telephone Banking is safe to use. It is protected by your Telephone Access Code (TAC). If you ever believe someone else may know the code or if you wish to reset it, contact us on 13 11 75.

Is the card industry phasing out the use of signatures?

Yes, soon over-the-counter purchases made with Australian issued debit or credit cards will require customers to enter a PIN when paying (excluding contactless transactions under $100).

For further information, including a list of frequently asked questions, visit the Industry PINwise website – www.pinwise.com.au/merchant.html

 

Is the Suncorp Bank App secure?

Yes. We’ve added new security features into our upgraded mobile banking app and banking on your phone is just as secure as Internet Banking on your desktop.

Learn more about how we protect your money online.

We recommend you setup a PIN or passcode for your phone and not to store any login details anywhere in your phone.

Is there a cap on the number of rewards points I can earn on my Platinum Card?

Yes. Rewards points are capped at 120,000 points per 12 month period for Platinum cardholders.

Is there a credit assessment?

Yes. Suncorp Bank will undertake a review of your financial position and offer you a credit limit suitable for your financial position.

Is there a limit on the value of goods you can purchase with Visa payWave technology?

You can use your Suncorp Bank Visa payWave debit card for any amount in Australia. For purchases under $100 you can wave and go. 

Is there a minimum or maximum balance to earn interest?

No. All of our savings accounts allow you to earn interest on all balances. Some accounts, like the Cash Management account and Business Premium account offer tiered interest. The Kids Savings account rewards good savings behaviour with bonus interest.

Margin lending interest rates

 

At Suncorp Bank we publish our interest rates daily. Click through to see margin lending interest rates.  

My account is in Margin Call, what should I do?

If your account is in margin call, you have until the 2pm Sydney time the next business day after we issue the notice of the margin call to either deposit security, pay down your balance or sell security. It is important that you monitor your account position closely. If your account falls into margin call, we may try to contact you or a person nominated by you to let you know however if we cannot reach you or you take no action, we may sell enough security to meet the margin call.

My credit card is about to expire, what should I do?

A new card will automatically be issued to you. You should confirm that we have your correct mailing address.

My EFTPOS terminal is displaying "Comms Error"

First, ensure all terminal phone cable connections and phone supply outlets are connected correctly.

  • Power off the terminal before connecting the telephone cable; unplug the power cord from the 110-Volt, or regional, grounded power receptacle.
  • Connect one end of the telephone cable into the blue port labelled LINE on the back of the terminal.
  • Secure the telephone cable with the wiring clip.
  • Connect the other end of the telephone cable into your telephone wall jack.
  • Power on the terminal; plug the power cord connector into a 110-Volt, or regional, grounded power receptacle.
  • Connect the phone line to a telephone to check for dial tone and cable quality.
  • Clear any message bank on the line.
  • Disconnect call waiting.


Has the telephone line recently changed to or from a PABX system?
If so, the terminal will require a software upgrade.

If the problem is not resolved call 1800 836 055.

My EFTPOS terminal is displaying "Line Busy - please wait".

Unfortunately the terminal cannot detect a dial tone.

Below are several possible solutions:

  • Make sure that the telephone line is clear by having all other active lines hung up and all modems or faxes stopped.
  • Make certain that the phone cord is plugged into the LINE port in the rear of the terminal.
  • Check to see that the phone cord is plugged in to the wall jack.
  • Replace the phone cord with one that has been verified as being functional.
  • Remove all line splitters and / or line couplers from the phone line or wall jack.
  • Make sure there are no other disturbances between the LINE port of the terminal and wall jack. Move the terminal to a line within the building that has been verified as functional.


If the problem is not resolved call 1800 836 055.

My EFTPOS terminal is displaying "Please try again - CE"

This means there has been a Communication Error. The connection to the host failed.
Check phone or Ethernet connection. Try transaction again.


If the problem is not resolved call 1800 836 055.

My EFTPOS terminal is displaying "Please try again - LC"

This error means there has been a Loss of Carrier. An unexpected phone line disconnect occurred.
Check phone connection. Try transaction again.


If the problem is not resolved call 1800 836 055.

My EFTPOS terminal is displaying "Please try again - TO"

This means there has been no reply from the host. Treat it as a communication error.

If the problem is not resolved call 1800 836 055.

My EFTPOS terminal is displaying "Unsupported Card"

This means the terminal profile has not been set up to accept the card type that is being used.<br />
Please Log a fault call with merchant technical support on 1800 836 055.

My EFTPOS terminal is frozen

So, the terminal freezes on a specific screen and will not do anything.
First, unplug the power supply from the underneath of the terminal and replug it in.
If the problem is not resolved call 1800 836 055.

My EFTPOS terminal is printing blank

So, your Terminal is printing blank.

  • Ensure the paper roll is inserted correctly. If it is inserted incorrectly it will print blank due to the thermal paper.
  • Open the printer cover, drop the paper roll into the paper holder with paper coming out bottom of roll towards print head. Pull the paper and close the printer cover. Pull and tear the paper against the paper receipt guide.
  • Operate the terminal as normal.
  • Perform a reprint to ensure the printer is now printing.
  • If the problem is not resolved call 1800 836 055.

My EFTPOS terminal settled but the approved slip did not print

So your Terminal has settled but you did not receive an approved settlement slip.
Try to reprint the last settlement slip:

  • Press the Merchant Menu Button
  • Press 3 for Batch
  • Press 2 for Reprint Settle


If this does not solve the problem call 1800 836 055.
 

Once I complete my application, when can I start trading?

When we have received your form and identification we will process your application, and open your account the same day. You can begin trading over the phone or online immediately (note - you will need cash and/or shares in your account in order to place orders). Login here.

Over what period can I take out a Suncorp Bank Personal Loan?

Suncorp Bank Personal Loans are available over a 1 to 7 year term, depending on your loan amount and purpose. If you are refinancing a loan, or consolidating debt, the maximum loan term available is 5 years.

Personal loan interest rates

At Suncorp Bank we publish our interest rates daily. Click through to see our current Personal Loans rates

Savings account interest rates

At Suncorp Bank we publish our interest rates daily. Click through to our Savings Account Interest Rates

Should I be concerned that my transaction requires additional authentication?

No. There are a large range of factors that are assessed to determine whether a transaction requires further authentication. This is proof that Verified by Visa is working to make your online experience as safe and secure as possible.

Small business loan rates

At Suncorp Bank we publish our interest rates daily. Click through to see our business lending interest rates.  

Term Deposit Interest Rates

At Suncorp Bank we publish our interest rates daily. Click through to see our Term Deposit Interest Rates

Terminal Response Messages codes

  • 01 Refer the cardholder to the issuing bank.
  • 05 The issuing bank has chosen not to honour the transaction.
  • 31 The issuing bank is not supported by the current terminal software.
  • 51 Another form of payment is required. Do not use a fallback voucher.
  • 55 Invalid PIN entered.
  • 61 Cardholder has exceeded the maximum daily withdrawal limit on their card. 
  • Another form of payment (cash, cheque) is required. Do not use a fallback voucher.
  • 91 The issuing bank is not available. Communication lines are down.

To what extent can I buy and sell shares online through Suncorp Share Trade?

We will accept an order of any size as long as it is either covered by available funds in your WCMA (for buy orders) or covered by CHESS Sponsored Holdings (for sell orders). When you sell shares online, the funds from the sale are available for purchases immediately after the trade is completed.

What account considerations are made for impaired people and students?

For personal customers we offer the following accounts, which are free from Account Keeping Fees: Kids Savings account, Everyday Basics account, eOptions account or 55+ account. We also offer allowances on fees for full time students, people with a permanent physical or intellectual disability. We also offer alternative account access options for impaired customers.

What accounts are best for saving?

We offer different savings account options that pay a high interest rate. Compare our savings accounts.

What are account limits?

Account Limits are limits applied to an individual account that limit the total dollar value of Business Payment Credit files, external transfers and funds transferred to another Suncorp Bank account that can be processed from the account on a daily basis.

For example, if you place a $20,000.00 account limit of a business account, only $20,000.00 can be transferred via business payments, external transfers and transfers to other Suncorp Bank accounts regardless of the account balance or daily limit set.

What are balance reminders and how can I set them up?

A balance reminder automatically sends you an email and secure message when your account balance falls below an amount you choose. You can set up free balance reminders easily via Internet Banking.

What are branch opening hours?

Most branches are open from 9.00am to 4.30pm Monday to Thursday and 9.00am to 5.00pm on Fridays. To find out about branch or other services, like ATMs, visit our branch locator online.

What are break costs on Term Deposits?

You may withdraw your deposit prior to the maturity date on a date agreed to by us. Partial
withdrawals are not allowed. The whole deposit amount must be withdrawn by way of payment
to a nominated Suncorp Bank transaction or savings account.

If you break your Fixed Term Deposit prior to the maturity date you will lose a portion of the
interest earned to the date you break your Fixed Term Deposit. This interest adjustment is made
according to the proportion of the term completed as outlined in the table below. The amount of the interest adjustment applied will depend on how early in the investment term you seek to withdraw your funds.

 

Proportion of Term Completed Interest Adjustment
0-25% 80% of interest earned up to the date we allow you to withdraw your deposit
26-50% 60% of interest earned up to the date we allow you to withdraw your deposit
51-75% 40% of interest earned up to the date we allow you to withdraw your deposit
76-100% 20% of interest earned up to the date we allow you to withdraw your deposit

The interest adjustment specified in the table is the percentage of the interest earned to date on your deposit that you will lose in the event you break the investment term of the deposit at the time indicated in the table.
 

What are business payments?

Suncorp Bank Business Payments gives your business the ability 24/7 to make credit payments via Internet Banking. Suncorp Bank Business Payments Credit enables you to transfer funds from your business account to multiple accounts and is useful for regular transactions such as payrolls.

What are daily limits?

Daily limits are a cap on the amount of money that can leave your accounts in each 24 hour period in Internet Banking. Transactions that are higher risk fall under a daily limit such as external transfers. When you register for Internet Banking, your starting limit is $5,000. If you need a higher limit, you'll need to order a Suncorp Security Token.

What are interest rates for business owners?

At Suncorp Bank we publish our interest rates daily -  click through to see our current interest rates.

What are personal and account limits?

The personal limit is the maximum amount of funds that an individual can transfer on any given day. The account limit is the maximum amount of funds that be transferred from an account on any given day.

What are Personal limits?

If you choose to apply an Account Limit to your account, you can also have a Personal Limit for each individual relationship holder on an account. This limits the total dollar value of Business Payments Credit files, external transfers and funds transferred to another Suncorp Bank account that the relationship holder can personally authorise from the account on a daily basis.

For example, if you place a personal limit on Simon who works in your office for $5,000.00, Simon can only transfer up to $5,000.00 via business payments, external transfers and transfers to other Suncorp Bank accounts regardless of the account balance or daily limit set.

What are Suncorp's dividends?

Click here to find the latest Suncorp Dividend results

What are the additional costs when transferring money overseas?

Other Financial Institutions involved in the transfer of funds may seek reimbursement for their services by way of fees which may be debited from the payment. Suncorp can not advise what fees may be charged by other Financial Institutions.

What are the fees and charges applicable to Mobile Phone Banking?

There are no Suncorp Bank fees for accessing Mobile Phone Banking. However, Web access rates may be charged depending on the mobile phone carrier. It is advised that customers check with their mobile phone service provider for details on specific fees and charges.
Standard Suncorp Bank Account Fees and Charges will still apply.

What are the fees and limits of the Multi-Currency Cash Passport?

In branch fee Initial Card Load or Reload $15. For a full list of Fees and Charges - refer to the Product Disclosure Statement for the Cash Passport product. 

What are the fees for accessing News, Research and Market information?

All information on the web site is free for clients. There are nominal fees associated with SMS and Email alerts, but apart from these, the only fee you pay is brokerage on trades.


Our company research is supplied to us under licence by Aspect Huntley. Our business news and market updates are provided by Dow Jones Newswires and Future source. Our charts are provided under licence by Big Charts.

What are the fees?

At Suncorp Bank we are serious about our commitment to you to be more relevant by genuinely connecting with better ways to manage your money and be more confident about your future. We genuinely show our transparency with everything you need to know about our products, services and fees. 

We also offer some helpful hints on how you can avoid fees with your everyday banking

What are the interest rates for loans for farmers?

At Suncorp Bank, we update our interest rates daily - click through to see our current rates.

What are the interest rates for online accounts?

At Suncorp Bank we publish our interest rates daily - click through to see our current rates. 

What are the interest rates on 'old' or 'grandfathered' accounts?

At Suncorp Bank, we update our interest rates daily - click through to see our current rates.

What are the Super Guarantee contribution cut-off dates for each quarter? (For employers)

For employers: Super Guarantee (SG) contributions accrue for your employees from the first day they started employment with you. You’re required to pay SG contributions at least quarterly, and have until 28 days after the end of each quarter to make these payments, or you’ll need to pay an administration and interest charge included in the ‘SG charge’. The cut-off dates are below. 
Quarterly payment cut-off date:

  • Quarter One; 1 July – 30 September 28 October
  • Quarter Two; 1 October – 31 December 28 January
  • Quarter Three; 1 January – 31 March 28 April
  • Quarter Four; 1 April – 30 June 28 July

These FAQs are bound by our standard terms and conditions
 

What are the transaction limits and restrictions for an International Money Transfer?

Subject to your Daily Limit, the transaction limits for Online Telegraphic Transfers are:

  • Transfers up to AUD $20,000 can be sent at any time
  • Transactions over AUD $20,000 can only be completed during the hours 8.00 am and 6.00pm AEST on any Business Day (being Monday to Friday, except Queensland and National Public Holidays).
  • A single International Money Transfer can’t exceed AUD $50,000.
  • The maximum amount that can be transferred within a 48 hour period is AUD $100,000 per Customer ID.
     

What assistance is available if I'm in Financial difficulty?

At Suncorp Bank we understand your personal circumstances can change, so we offer various options to assist in the time of need. Find out more about Financial Difficulty options.

What benefits do I get by pressing credit?

When you press credit with your Visa Debit card you're covered by Visa's ZERO Liability policy. This means that you'll be reimbursed for any unauthorised transactions.

What benefits do I get with setting up an Automatic Savings Plan?

By timing your Automatic Savings Plan around your pay day you'll be maximising the amount of interest that you can earn on your money by making sure it sits in a high interest savings account. You also save time by automating transfers between your accounts.

What business accounts have cheque book access?

You can choose to have cheque book access to both the Business Everyday Account and Business Premium Account.

What can I do if I think I may be in financial difficulty?

We understand that sometimes life can throw you a curveball that you weren’t ready for. When this happens, it is very important that you contact us immediately so we can make you aware of the options available to you.

What can I do on Telephone Banking?

There are a range of functions you can perform in Telephone Banking:

  • Check account balances
  • Due dates and minimum amounts on your credit card(s)
  • Transfer funds
  • BPAY®
  • Hear your last 12 transactions
  • Hear the last 5 cheques presented
  • Request a copy of current or previous statement
  • Find out interest earned and/or paid for the current or last financial year

What can I do on Telephone Banking?

There are a range of functions you can perform in Telephone Banking:

  • Check account balances
  • Due dates and minimum amounts on your credit card(s)
  • Transfer funds
  • BPAY®
  • Hear your last 12 transactions
  • Hear the last 5 cheques presented
  • Request a copy of current or previous statement
  • Find out interest earned and/or paid for the current or last financial year

What can I expect when getting financial advice?

When you meet with a Suncorp Financial Planner, they will help you establish your current financial situation and future goals. They can then customise and implement a plan to help meet those goals. The first appointment with a Suncorp Financial Planner is free of cost and obligation. You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75.*

*If you proceed with advice provided by a Suncorp Financial Planner, you may be charged a fee. Any fee will be disclosed to you before you make a decision to proceed with the advice.

These FAQs are bound by our standard terms and conditions.

What can I get Financial advice on?

A Suncorp Financial Planner can assist you during every stage of life -from starting out, to retirement. They can provide an assessment of your current financial situation and goals and then help you improve your financial situation, including:

  • sorting out your super
  • planning for retirement
  • protecting your loved ones.

The first appointment with a Suncorp Financial Planner is free of cost and obligation. You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75.*

*If you proceed with advice provided by a Suncorp Financial Planner, you may be charged a fee. Any fee will be disclosed to you before you make a decision to proceed with the advice.

These FAQs are bound by our standard terms and conditions.
 

What can I use as security against my Margin Lending Facility?

You can use cash, shares, managed funds or master trusts which are included on the Suncorp Margin Lending Acceptable Securities List.

What can the Bank do to help me when I am facing financial difficulty?

Some of the steps the Bank may take to help you include:

  • Temporary postponement of loan repayment/s;
  • Extending the period of your loan contract and reduce the amount of each repayment due;
  • Extend the period of your loan contract and postpone repayments;
  • Other short term changes to your loan arrangements.

 

The solutions we offer will differ depending on the relevant circumstances.

What currencies are available for International Money Transfers?

The currencies that are available in Global Payments are: AUD, CAD, CHF, DKK, EUR, FJD, GBP, HKD, INR, JPY, NOK, NZD, PGK, PHP, SEK, SGD, THB, USD, ZAR.

The currencies available are subject to change without notice. The currencies available are subject to change without notice. These currencies and applicable foreign exchange rates can also be found here.

Alternatively, you may choose to send the payment in Australian Dollars in which case the funds are converted to the local currency by the receiving bank.
 

What currencies can I load onto my card?

You can load up to 10 currencies on your card. The Multi-Currency Cash Passport can be loaded up to 10 currencies, including AUD, USD, EUR, GBP, NZD, THB, CAD, HKD, JPY, SGD. You can transfer money between currencies at your convenience, 24 hours a day, 7 days a week via 'My Account'. 

What do I do If don’t agree with the decision?

Please contact us on 1800 225 223 and we can discuss the decision. If there is some new information that may result in our ability to reassess, we will do so. We will also provide you with details of our External Dispute Resolution Scheme if you remain dissatisfied.

 

What do I do if I don’t have an iPhone or Android phone?

You can login to the Mobile Banking website by going to suncorpbank.com.au

What do I do if I lose my Visa Debit card?

Phone us immediately. Suncorp Bank's Hotline number is 1800 775 020. You should phone us immediately if you know or suspect your card, passbook, cheque book, PIN, Telephone Access Code (TAC), Internet Banking Password, External Transfer Password, or any other password or access method or secret code is lost, stolen or misused.

What do I do when I’ve forgotten my passcode in the Suncorp Bank App?

You can touch the “?” symbol on the app home screen to login with your existing customer ID, password and security token (if currently used). If you’ve forgotten any of these details, please call us on 13 11 75 to have your Internet Banking details reset.

What do I have to take with me to apply for a personal loan?

To apply for a Suncorp Bank Personal Loan you must be 18 years or older and a resident of Australia.
To assist with your application, below is a checklist of what you may need to complete your application:

  • Personal details of each person applying for the loan
  • Your pay details, including your employer and their contact number
  • Details of assets (eg. home, car or savings)
  • Details of any loans, cards and expenses (eg. mortgage, credit cards etc)
  • Your Landlords name and phone number (if renting)

What do I need for the first financial planning appointment?

We’ll let you know if you need any specific documents when you arrange an appointment, but some of the things we’re likely to discuss in your first appointment include:

  • your income, debts and investments, including superannuation;
  • your current level of insurance;
  • the expectations you have for your financial situation and lifestyle in retirement; and
  • any questions you have.


These FAQs are bound by our standard terms and conditions.

What do I need to complete online business payments?

You will need an eligible business account, an external transfer password or security token. You will also need an APCA Credit ID. To apply for an APCA ID, call us on 13 11 75 or go to one of our branches.


 

What do I need to look for with ATM skimming?

Pay attention to the card reader slot and the ATM keypad area.

  • Inspect the front of the ATM for unusual or non-standard appearances around the card slot reader such as scratches, marks, adhesive and tape residue that could indicate that the ATM has been tampered with.
  • Keep your hand covering your PIN. When shopping and paying via EFTPOS, keep an eye on your card at all times. If you notice anything unusual, let Suncorp Bank know by calling 13 11 75.
     

What do I need to register for Internet Banking?

To register for Internet Banking, you'll just need at least one account number and a Telephone Access Code. You may have received this via SMS if you opened an account online or at a branch. If you don't have a TAC, just call us on 13 11 75 and we can arrange one for you. From there, just go to the " Register for Internet Banking page to get started.

 

What documentation or ID do I need to open an account for my business?

If you already have a Suncorp Bank business account in the same business name, we already have your business verified.
If you are a new customer, or the account is in a different business name, refer to our Identification Checklist to confirm the documentation required to open an account for your business, or alternatively please feel free to drop into your nearest branch, or call 13 11 75 to discuss the features of your business account.
 

What does it mean when it says I need to update my iPhone/iPad?

Our new version of our mobile banking app supports iOS6.0 and above. iOS is the operating system or software inside your Apple device.

If you need assistance on upgrading your Apple device, go to the Apple website.

What does it mean when my Everyday Options account is in offset mode?

If you have a standard variable home loan with us you're eligible to set your Everyday Options account in offset mode.

By setting your Everyday Options account to offset mode you'll be in the position to save on your home loan repayments by using  the combined balance in your Everyday Options accounts and any Sub-accounts as a 100% offset facility.  This will reduce the interest payable on your linked home loan.

How it works?
Instead of getting paid interest on your savings the total amount of money in your Everyday Options account (minus any flexiRates you may have set up) is subtracted from your home loan amount and the difference is what’s used to calculate your interest repayments.
Put simply, the more money you’re able to save, the less interest you’ll end up paying on your home loan. Need more information? Visit the Offset page or call 13 11 75 to speak to a consultant about arranging to get your Everyday Options account in offset mode.

 

What does the complimentary international travel insurance cover?

Complimentary international travel insurance is available for Platinum and Gold Card holders only. For information relating to what the insurance covers, please view the Description of insurance cover - Suncorp Gold Cardholders, or view the Description of insurance cover for Suncorp Platinum Cardholders. These documents will also outline how to ensure you receive the relevant cover.

What foreign exchange rates apply to International Money Transfers?

To locate the current International Money Transfer exchange rates refer to the "SML Sells TT's & Drafts at" column on Suncorp Bank's Foreign Exchange Rates page. 
 

What happens if a scheduled transfer date is a public holiday or weekend?

The transfer will occur on the first business day after the weekend/public holiday.

What happens if I am unable to successfully enter the information required?

You will need to call Suncorp Bank on 13 11 75. Once we have identified you, we will suspend the Verified by Visa service to allow you to complete your transaction.

What happens if I don’t have a mobile phone?

No problem. If you are unable to enter the one-time Passcode into the webpage, you will be prompted to enter information to help us confirm your identity.

What happens if I don’t use my account for over 12 months?

An account that hasn’t been used for more than 12 months may become dormant. To reactivate a dormant account you'll need to do one of the following; 
1. If you only have one account with us you'll need to contact us and we'll arrange to reactive your account for you. Visit your local branch or call us on 13 11 75. 
2. If you have more than one account with us you can set up an internal transfer from another Suncorp Bank account to your dormant account via Phone Banking. Then repeat this process by transferring the money back to your other Suncorp Bank account. This will complete a full transaction from your dormant account which will ensure that is it active again.

What happens if I don’t use my eOptions account for over 18 months?

An eOptions account that hasn’t been transacted on for over 18 months may become dormant. To reactive a dormant account you'll need to do one of the following; 
1. If your only account with us is an eOptions account you'll need to contact us and we'll arrange to reactive your account for you. 
2. If you have more than one account with us you can set up an internal transfer from another Suncorp Bank account to your eOptions account via Phone Banking. Then repeat this process by transferring the money back to your other Suncorp Bank account. This will ensure that your eOptions account is active again.

What happens if I don’t use one of my Everyday Options sub accounts for over 12 months?

An Everyday Options sub account that hasn't been transacted on for over 12 months may become dormant. To reactive a dormant sub account you have two options. You can; 
1. Set up an internal transfer from another Suncorp Bank account to your sub account via Phone Banking. Then repeat this process by transferring the money back to your other Suncorp Bank account. This will complete a full transaction from your sub account which will ensure that it is active again; or
2. Call us on 13 11 75 and we'll arrange to activate your account for you.

What happens if I have lost my external transfer password?

When in Internet Banking you can click on External Transfer Password and request a replacement ETP.

What happens if I have transferred money to the wrong account?

If you have transferred funds incorrectly between your own accounts, you can just reverse the transaction by transferring funds back into the correct account. If you are unsure of where the funds were transferred to or have transferred funds to accounts other than your own, contact us on 13 11 75.

What happens if I overdraw my account?

It's important to remember that there are ways to avoid overdrawing your account that also help you to better manage your money. For more information on free balance checks and sweeps see our handy tips to save on fees.

To check what overdrawn fee (Payment Honour and Dishonour Fee) applies to your account refer to the Special Requests, Replacements and Other Event Fees section of the Personal Deposits Account Product Information Document.

If it's the first time you overdraw your account , if you ask us, we'll refund you the first payment honour fee. However for any subsequent events where you overdraw your account an overdrawn fee is payable.
 

What happens if the one-time Passcode is sent to an old mobile phone number, or I cannot receive it with my current mobile phone?

If you are unable to enter the one-time Passcode into the webpage, you will be required to call Suncorp Bank on 13 11 75 to complete your transaction. We will be able to update your details at that time.

What happens to my Kids Savings Account when I turn 18 years old?

 

Once you turn 18 years old you're no longer eligible for a Kids Savings Account. At this time, we'll convert your account to an Everyday Basics account. We'll write to you to let you know about this change before it happens.

What happens to my loan while you are assessing my/our financial difficulty request?

Please be patient, we understand this can be a stressful time.  We will not commence or take any further step in any proceeding or assign the debt in relation to your loan/s while we are considering your request.

What happens to my shares once I have bought them?

Online share traders with Suncorp Share Trade must be broker sponsored with CHESS. Your shares will be entered into your portfolio and will be available to trade in the future. The share will also be registered with CHESS under your Holder Identification Number (HIN) and a statement will be sent to your registered address. See the CHESS section below for more information about CHESS.

What happens when I am in margin call?

When your account falls into margin call your loan balance has increased above the acceptable borrowing limit set out in our acceptable securities list (see “What is a Margin Call”).


We endeavour to notify you (and if you wish, your adviser) of a margin call as soon as your portfolio level breaches its buffer level, however it is your responsibility to keep up to date with your loan position. You can login to check the current position of your margin loan through Share Trade.
If your account falls into margin call you have until the day we indicate (usually 2pm EST/EDST the next business day) to rectify the situation. You can do this by one of the following ways:

1. Making a direct deposit into your linked CMA account; or
2. Deposit cash into our account:
Bank: Suncorp Metway Limited
BSB: 484 799
Account: 041556391
Account Name: Suncorp Metway Limited Margin Lending Operating
You must include your Client Reference Number; or
3. Deposit securities listed on our ASL to cover the amount of your margin call.
4. Sell securities in your portfolio to cover the margin call. To determine the value of shares we require you to sell, use the following formula:Margin call Value /(1 – LVR % of the share you intend to sell)

If you do not take any of these actions, or we cannot contact you (or your adviser) in the required timeframe, we will sell securities from your portfolio to cover the margin call for you, as set out in the Suncorp Margin Lending Terms &amp; Conditions.


When we sell securities we generally will sell securities with the lowest LVR level first, starting at 0 LVR securities until the margin call is resolved.
For more details please call your Account Manager on 1800 805 972, 8am–6pm Monday to Friday or see the Suncorp Margin Lending website.

What identification documents do I need to provide to open an account?

If you’re a personal customer click here


If you’re a business customer click here
 

What if a site doesn't have Verified by Visa?

You can still make online purchases at merchants that don't offer Verified by Visa. Your purchase will be processed as a regular online transaction, but without the added security of Verified by Visa.

What if am already in arrears or default?

It is very important that you contact us to discuss your circumstances as soon as possible. You will find our telephone number listed on the letters or notices that would have been sent to you advising of your loan’s current position  Alternatively, you may wish to contact us on 1800 225 223 for help. 

What if I lose my mobile phone - how secure is my information?

Financial information which is accessed using your mobile phone is not stored on your mobile phone at any time. You can optionally store your Customer ID on Mobile Banking but this is encrypted and can't be accessed. If you lose your phone and are still worried, call us on 13 11 75 and we can deactivate Internet &amp; Mobile Banking for you.

What if I lose my Visa Debit card and somebody else uses it?

If you lose your Visa Debit card, you will need to report it to us immediately. By doing so, you'll be entitled to all Visa card protections as provided by Suncorp Bank. It's important to remember that reporting a card lost or stolen will also enable us to cancel the card which will limit fraudulent transactions. Suncorp Bank's Hotline number to report lost or stolen cards is 1800 775 020.

What if my account requires two or more signatories?

If you have a '2 people to sign' setup on your account, if you have nominated one other party to approve a transaction, they'll receive an email and secure message. If you have multiple parties that can approve transactions, simple make them aware that they can go in and approve the transaction on a 'first come first served' basis. Once approved, we'll then process the payment based on your instructions.

What is 'stepped' interest?

Stepped interest is when you're paid a different interest rate for parts of your account balance that fall within set dollar ranges.
Let us show you how stepped interest works with the below example: 

$0 - $1,999 X%
$2,000 - $24,999 Y% 
$25,000+ Z% 
 
If there's $30,000 in an account that pays stepped interest, X% is paid on the first $1,999, Y% is paid on the amount from $2,000 to $24,999 and Z% is paid on the amount from $25,000 to $30,000. 

What is 'tiered' interest?

Tiered interest is when you're paid an interest rate based on the tier that your account balance falls into. Interest is then calculated on your whole account balance. Let us show you how tiered interest works with the below example: 

$0 - $1,999 X%
$2,000 - $24,999 Y% 
$25,000+ Z% 


If there's $30,000 in an account that pays tiered interest then Z% is paid on the whole account balance.

 

What is a balance alert or balance notification?

A 'Balance' alert allows you to be emailed if your balance goes over a set amount, falls below a set amount of if you have a Clear Options Visa Card, you can be alerted if your card balance comes to within $100 of it's limit. A detailed secure message will also be sent to your inbox within Internet Banking. To setup a balance alert, click on the icon next to the account you wish to setup an alert on.

What is a balance transfer?

A balance transfer happens when you transfer the balance of your credit or store card account from another financial institution to your Suncorp Clear Options (SCO) Credit Card. You can choose to transfer a full or partial amount of your credit or store card balance to your SCO credit card account. Call us on 13 11 75 for more detail or to apply for a balance transfer now.

What is a Biller?

When paying a bill via BPAY®, the biller is the company or party you're paying. When receiving a bill that offers BPAY, a biller code will normally be included, which you use when paying via Internet or Phone Banking. Contact the Biller to find out their biller code or visit the BPAY website. You'll also need a Customer Reference Number too when paying a BPAY bill.

What is a BSB?

A BSB (or Bank, State, Branch code) is a six digit number that identifies banks and branches within Australia. You will need to include this number if transferring money between accounts. Suncorp Bank has one BSB for all Branches and accounts, BSB Number: 484-799.

What is a Canadian Bank Code?

A Canadian bank code should consist of either an eight (8) digit code - three (3) digit institutional code plus a five (5) digit transit code (i.e. 000-00000) or a nine (9) digit code (i.e. 000000000).

What is a chip card?

All new and replaced Suncorp Bank Visa Debit cards are now embedded with a security microchip. Becuase of the microchip these are referred to as chip cards.

 

What is a CMA and how does it work with margin lending?

A CMA is a cash management trust account linked to your margin loan which has many beneficial features such as:

  • You have an account to deposit your cash which is geared at 100% for your margin loan.
  • You earn credit interest on credit balances in the CMA. See the CMA interest rates.
  • You can nominate relevant Share registries to credit dividend payments into this account.
  • We open your CMA on behalf of you in the name of Value Nominees Pty Limited. The CMA always retains a minimum balance of $1.00 and like your margin lending account, there are no upfront or ongoing fees or charges on your CMA.
  • You can check the details of your CMA via your Margin lending Internet Account Access, under Bank Account Details. You can also check the balance on the Portfolio summary screen under security code CAS.

What is a comparison rate?

A comparison rate is a rate that indicates the true cost of a loan. This rate incorporates certain fees and charges that are applicable for the chosen product, and also takes into account what the interest rate will be after any introductory or honeymoon periods are finished.

What is a credit card security code and where is it located?

The credit card validation (CCV) number is a 3 digit number that in printed on the signature panel on the back of your card. It is an extra security measure to ensure you have access or physical possession of your card. You will often need to quote this code when shopping online.

What is a designated name in Internet Banking?

A designated name is a nickname you give to an account to easily recognise it. For example, you can call your accounts "Holiday", "Bills", "Christmas", "School Fees" etc. To change the designated name of an account, go to Manage My Accounts in Internet Banking.

What is a Fedwire / ABA code?

A Fedwire (or ABA) code is a bank code used in the United States, which identifies financial institutions. Fedwire/ABA codes are always nine (9) digits in length.
 

What is a flexiRate?

A flexiRate is a feature that allows you to lock away a portion of your savings at a higher fixed rate of interest for a period of your choice, similar to a Term Deposit. FlexiRates can only be added via Internet Banking on the following accounts; 

  • Everyday Options sub account 
  • eOptions account 
  • 55+ account 
  • Business Saver account. 
  • Business Investment account (no longer for sale) 
  • iBus Maximiser account (no longer for sale) 

 

Find out more information on flexiRates.

What is a future dated transaction?

 

A future dated transaction is any transaction (e.g. Funds Transfer, Bill Payment, or Business Payment) that you select in Internet Banking to occur in the future, rather than immediately. The time limit on how far in advance you can setup your transaction varies with the type of transaction you are performing. Time limits are up to 60 days in advance for Funds Transfers and Bpay, and up to 7 days in advance for Business Payments.
If a daily limit applies to your future dated transaction, this limit will be checked on the future date of your transaction.

What is a HIN?

HIN stands for Holder Identification Number. It is the number by which CHESS identifies an account and registers their holdings. It also identifies the broker they hold the securities with. You will be provided with a HIN when you request to be CHESS sponsored with Suncorp Share Trade.

What is a Margin Call?

A margin call is a demand by us for you to bring your loan balance back to or below your borrowing limit. We may notify you of a margin call or a person nominated by you. It is a procedure to maintain an acceptable proportion of debt to equity in your portfolio.

Any time your loan balance exceeds your borrowing limit and buffer, your account is in margin call.

What is a maturity date?

The date when the investment term of your Fixed Term Deposit or flexiRate ends.

What is a Non-Resident withholding tax (NRWT)?

Suncorp Bank is required to withhold tax from interest paid on an account for non-residents. Non-resident is a person living overseas with an overseas residential address. For more information call 13 11 75.

What is a PDS?

 

A PDS is a Product Disclosure Statement. Every Financial Services institution and company in Australia that sells or provides financial products or services is legally bound to provide this information to everyone.
Here at Suncorp Bank we have a library of all these documents for you to easily download and are simple to read. Click here to see our Personal and Business banking products' document library

What is a PID?

 

A PID is a Product Information Document. Every Financial Services institution and company in Australia that sells or provides financial products or services is legally bound to provide this information to everyone.
Here at Suncorp Bank we have a library of all these documents for you to easily download and are simple to read. Click here to see our Personal and Business banking products' document library

What is a secure message?

 

Secure messages enable you to send secure enquiries and requests to Suncorp Bank Internet Consultants via Internet Banking. You must be logged on to Internet banking to use secure messages. Secure messages are protected by Suncorp Bank Internet Baking's high security so no one else can read your messages.

What is a SORT code?

Sort codes are a unique identifier of the individual branch or bank office where a bank account is held. Sort codes are mandatory when sending a Telegraphic Transfer to the United Kingdom. A UK sort code should consist of six (6) digits entered as 000000, 00-00-00 or 00 00 00. Only these formats are acceptable to Suncorp Bank.

What is a Suncorp Bank Wealth Cash Management Account (WCMA)?

The Suncorp Bank Wealth Cash Management Account (WCMA) is a new account that gives you a convenient place to park your cash in between trades, backed by the strength of a leading Australian bank. The WCMA provides you with easy access to your money, no monthly fees and competitive interest rates without unnecessary fuss. It also works well in conjunction with your Suncorp Share Trade account.

Share purchases are debited from your WCMA on the day of settlement and proceeds from share sales are credited back to your account on the day of settlement. This results in a seamless share trading experience that means your cash automatically earns interest when it is not in use.
Please note, funds on deposit with Suncorp Bank are not protected by the ASX National Guarantee Fund.

What is a sweep? How does a sweep work?

A 'sweep' is an automatic transfer between your accounts to maintain a minimum balance that helps reduce your risk of overdrawing your account and having a payment dishonoured.

A sweep works by transferring money from a nominated account to prevent another Suncorp Bank account from overdrawing when a direct debit is made or cheque is presented, provided you have sufficient funds in your other account.
You may be charged a 'sweep’ fee of only $1.50 per sweep ('sweeps' are free on our Everyday Options account) compared with the Payment Honour Fee. You can organise a 'sweep ' by visiting a branch.
 

What is a SWIFT Code?

A SWIFT code is the unique identification code of a particular bank. These codes are used when transferring money between banks for international transfers. It indicates which bank a payment is to be sent. Bank identifier codes are commonly known as SWIFT (or BIC) codes. A SWIFT code is a standard format code which is comprised of eight (8) or eleven (11) letters or numbers. The SWIFT code can be a bank's general head office code, or relate to a bank's individual branch or department.

If you’re looking for a SWIFT code for another bank, you can try and search for your bank and include the word ‘SWIFT’. If you’re still having trouble finding a SWIFT code, the following site can also be used to locate a SWIFT code: SWIFT Online Directory
 

What is a Telephone Access Code (TAC)?

A Telephone Access Code is a 4 to 6 digit PIN that is used to identify you for Telephone Banking. Do not write down your TAC or reveal to anyone.

What is a TFN Withholding Tax (TFNWT)?

Suncorp Bank is required to withhold tax from interest paid on an account where a Tax File Number, Tax Exemption Number or Australian Business Number has not been quoted. Withholding tax is automatically deducted at the time interest is paid.

What is an ABA file?

An ABA or Australian Banking Association file is a standard of file introduced by Australian Banks when uploading data to Internet Banking systems. If you want to upload business payment transactions, you will need an accounting package or software that can export in the ABA format.

What is an ABA file?

If you use accounting software, you can export your bulk payment information as an ABA (Australian Banking Association) file that can be uploaded into Internet Banking, with all the details being populated and calculated for you.

What is an account based pension?

When you retire, you can convert the money you’ve saved in super into a regular income to live off. The money you’re drawing down is called a pension and it’s provided tax free if you’re 60 or over.

These FAQs are bound by our standard terms and conditions.

What is an account identifier?

Account identifiers are shortcuts that are created so you can quickly go to your desired account in Telephone Banking. Each of your accounts are identified in the format of 'number hash' e.g. 1#. Typing in hash only will let you hear all of your accounts and their identifier.

What is an External Funds Transfer Password?

 

An External Funds Transfer Password (ETP) is a password that is needed to transfer funds to an external account with another financial institution. It is different to your Internet Banking password and provides a second level of security when performing higher risk transactions.
You can only apply for a EFT when logged onto Internet Banking. Once logged onto the Internet Banking environment click on security in the left hand menu, followed by external transfer password application. Your ETP will be sent to you by post for security reasons.

What is an external transfer in Internet Banking?

A simple way to transfer money from your Suncorp Bank account to an account at another financial institution in Australia. It is sometimes known as a 'pay anyone transfer'. External Transfers are fee free on most Suncorp Bank products. 

What is an IBAN?

The International Bank Account Number (IBAN) is a series of letters and numbers that uniquely identifies an account held at an overseas bank.
An IBAN is not a new bank account number but a way of representing account numbers in an internationally recognised standard format. If you have been provided an IBAN for the intended payment recipient always enter it in the recipient account number field.


An IBAN is a mandatory requirement when sending payments to certain European and United Kingdom countries. All IBANs start with a two (letter) country code and contain between sixteen (16) and thirty-four (34) letters and numbers. The length of an IBAN will differ depending on the country, but its length must be fixed for any given country. The Global Payments system will remind you to enter an IBAN if you are sending funds to a recipient that requires one.
 

What is an investment switch?

Switching is the transfer of your money from one investment option to the other. For example, someone might decide to switch from an investment option that’s more highly invested in cash to one that’s more highly invested in shares. Any amounts switched will be shown on your statement.

These FAQs are bound by our standard terms and conditions.
 

What is an Overlimit fee and when is it charged? How much will I be charged? Are there any exceptions?

 

An Overlimit fee is charged when the outstanding balance of your credit card exceeds your approved credit limit. You will be charged an overlimit fee of $40 per statement period debited when your account balance exceeds your credit limit on the statement cycle.

What is cheque fraud?

Cheque fraud is the use of a cheque to obtain financial advantage by:

  • altering the cheque (payee/amount) without appropriate authority
  • theft of legitimate cheques and subsequent alteration
  • the use of false invoices to solicit legitimate cheques
  • depositing a cheque into a third party account without authority
  • Issuing a cheque when there are insufficient funds are in the account to cover the cheque.


Cheque fraud can be conducted by internal and external parties to your accounts.

What is CHESS and CHESS Sponsorship?

CHESS stands for Clearing House Electronic Sub-register System. Instead of issuing a physical share certificate CHESS records an account's share ownership via the ASX's computer-based share and settlement transaction system. An account's security holding are recorded against their HIN and a statement is sent out to their registered address.


To trade through Suncorp Share Trade, you must authorise CMC Markets as your Chess Sponsor.
For more information regarding CHESS, speak to one of our client service representatives on 13 11 75 or visit the ASX home page.

What is children's cover?

Children's recovery insurance - or child cover - provides you with a lump sum payment should your child suffer one of a list of specified medical conditions or procedures. To learn more about how this can help to protect you and your family, visit a Suncorp Financial Planner in a Suncorp Bank branch or call 13 11 75.

These FAQs are bound by our standard terms and conditions.

What is credit & debit card fraud?

Card fraud can occur in a number of ways, including when your card is lost or stolen, when the card is intercepted in the mail or when you used a compromised device, such as an ATM/EFTPOS, or a compromised website. Your card information may also be captured by a computer virus, specifically designed to capture your personal information, including card numbers.

What is direct salary crediting and how do I establish it?

You can arrange with your employer to have your salary directly credited into your loan account on a weekly, fortnightly or monthly basis.

What is financial difficulty?

Financial difficulty has many different meanings for different people. Other common terms, such as financial hardship, financial trouble, money problems and cashflow shortfalls, can all mean you maybe unable to meet your contractual obligations in the short to medium term.

This can be a result of:

  • Unemployment;
  • Unexpected illness that prevents you from bringing in an income;
  • Being in arrears of your loan repayments;
  • Other events which mean you will not be able to meet your future repayments or other loan obligations.

What is identify theft?

Identity theft is a type of fraud where someone pretends to be someone else by assuming their identity. This is usually done to access that person’s account to obtain loans and/or credit cards in their name.

Fraudsters usually obtain a new identity through telephone and internet scams, as well as going through mailboxes and rubbish bins, looking for financial information, such as statements.

Your information can be obtained in many ways:

  • Theft, including theft of mail from your mailbox at home
  • By going through your garbage bins
  • Telephone scams
  • Internet

 

The following can be used to assume your identity:

  • Date of birth
  • Utilities bills (phone, gas, water and rates notices)
  • Address

What is income protection insurance?

Income protection insurance pays a monthly amount while you are unable to earn an income as a result of illness or injury. To learn more about how this can help to protect you and your family, visit a Suncorp Financial Planner in a Suncorp Bank branch or call 13 11 75.

These FAQs are bound by our standard terms and conditions.

What is information only access?

If you currently have information or 'read-only' access to an account (for example you have Power of Attorney) you can have information only access to Telephone Banking. You will automatically have this access when you register for Telephone Banking.

What is life insurance?

Life insurance provides a lump sum payment to your beneficiaries on your (the life insured’s) death or on the diagnosis of terminal illness. To learn more about how this can help to protect you and your family, visit a Suncorp Financial Planner in a Suncorp Bank branch or call 13 11 75.

These FAQs are bound by our standard terms and conditions.

What is lost super?

Sometimes when people are employed for a short period of time, they can forget that their employer has made super contributions on their behalf. Over time, if the super fund can’t track the person down, these contributions become ‘lost super’.

So if you’ve changed jobs a few times, changed your address or even your name, it’s worth checking to see if you have any lost super. You just need to access the Australian Tax Office’s SuperSeeker tool on their website at www.ato.gov.au, or call 13 28 65 and follow the prompts. Have your tax file number on hand to make the search easier.

Once you’ve found your super, it can be a good idea to consolidate it into one super account. To find out how to do this, talk to your Suncorp Financial Planner in a Suncorp Bank branch, call 13 11 75 to make an appointment. 

These FAQs are bound by our standard terms and conditions.

What is Mobile Phone Banking?

Suncorp Bank Mobile Phone banking is Internet Banking accessed by a mobile phone to allow customers to access account balance information, transaction history, pay bills and transfer funds via the web browser on their mobile phone.

What is my borrowing limit?

Your borrowing limit is determined by the securities held in your portfolio and their respective Loan to Value Ratios.

What is my Internet Banking Customer ID?

 

Your Internet Banking Customer ID is a number that is automatically generated and allocated to you upon your initial registration with Internet Banking. It is different to your account number(s) and you’ll enter it every time you logon to Internet Banking. Everyone gets their own Customer ID regardless of whether they have joint accounts with another person or party.
If you do not have an Internet Banking customer ID, you will need to register for Internet Banking

What is my Internet Banking Password?

Your Internet Banking Password is a combination of letters and numbers, 6-8 characters in length. The password is case sensitive, so make sure your Caps Lock is off when entering your password.
If you do not have an Internet Banking customer ID, you will need to register for Internet Banking.
If you forget your Internet banking Password you will need to call us on 13 11 75 and one of our Internet Customer Service Representatives will take you through the process of selecting a new Internet Banking Password.

Your Internet Banking password:

  • must be between 6 and 8 characters and can contain letters, numbers or both
  • will be case sensitive so check your caps lock
  • can’t contain special characters (eg. $%&;#) or spaces
  • can’t be your Customer ID
  • can’t contain consecutive numbers (eg. 123456)
  • for security reasons shouldn’t contain part of your name, date of birth, drivers licence or anything that would be in your wallet
     

What is my Suncorp Share Trade Login Password?

Your login password is used with your login code to enter the web site. When you first open an account, we will email you a random password which you can change using the Preferences page - there is a link to Preferences under the menu on the left of the screen when you are logged into the site. You should ensure that no-one else knows your login password as they may then gain access to view your details on the web site.

What is my Suncorp Share Trade Trading Password?

Your trading password is used when you place orders online. We will issue you with a trading password when your account has been opened. You should ensure that no-one else knows your trading password - if they also know your login code and login password, they could place orders on your account.

What is pre-approval and how do I get it?

Pre-approval is a conditional approval based on your ability to repay a loan. This means that you can search for a home, knowing how much the bank is likely to be willing to lend you. To apply for pre-approval, see your branch lender or call us on 13 11 75. You should note carefully the conditions that apply to any pre-approval.

What is QuickShare?

The QuickShare feature in our Suncorp Bank Mobile Banking app allows you to easier share your account details with contacts in your phone.

There are 3 parts to QuickShare:

  1. You can login to the app, tap on your account, tap "Share Details" and complete a virtual I owe you (IOU). This can then be sent to a contact in your phone as a SMS to ask them to pay you back.
  2. You can optionally setup this feature to be accessible via the app home screen. This can be setup via going into settings once logged into the app.
  3. If you have a friend who also has the Suncorp Bank Mobile Banking App, you can setup a virtual IOU and then have your friend login to their Suncorp Bank app and go to "Scan QR code" within the transfers section of the app. Your friend can then scan the code and have all the detailed automatically entered into a send money flow. This makes is simple for your friend to pay you back.

 

Note that sharing details or using QuickShare doesn't initiate a transaction and only sends a message with your details.

Your can learn more by going to our QuickShare page.

What is recovery (trauma) insurance?

Recovery insurance - or trauma insurance - provides you with a lump sum on the diagnosis (or occurrence) of one of a list of specified serious medical conditions and procedures. To learn more about how this can help to protect you and your family, visit a Suncorp Financial Planner in a Suncorp Bank branch or call 13 11 75.

These FAQs are bound by our standard terms and conditions.

What is salary sacrifice?

Salary sacrifice is the portion of pre-tax salary that an employee gives up in exchange for the employer making additional super contributions on their behalf.
Because your super contributions are taxed at only 15%* by the super fund – as opposed to your marginal tax rate of up to 46.5% (including the Medicare Levy) – more of your money can be invested than if you took this money as cash.
*The Government has announced that individuals earning more than $300,000 will incur a contributions tax of 30%. 
On top of this, the portion of your salary put into super does not count as assessable income, potentially reducing your tax bill. 

These FAQs are bound by our standard terms and conditions.
 

What is Stamp Duty?

Stamp Duty is a State Government tax that is payable on the transfer of a property, and is based on the state in which you are purchasing the property. It is one of those extras that add up when buying your home.

As an incentive for first home buyers, most Australian States and Territories offer Stamp Duty concessions to those purchasing their first property if it's under a certain amount.

To find out more about Stamp Duty and to see if you are eligible for any other government assistance visit www.firsthome.gov.au and click on your home state.
 

Other Stamp Duty costs to consider:
There may be more than one type of Stamp Duty payable when you buy your home. There's the duty, as described above, based on the property price. This is generally the highest cost associated with the purchase. And then there's Stamp Duty on the Mortgage. The rates vary depending on your State and the value of the property.

 

What is Suncorp Credit Guard?

Suncorp Credit Guard is a consumer credit insurance policy designed to help protect you for certain events which may result in you being unable to pay your credit card debt. Find out more information about Suncorp Credit Card and to read the PDS.

What is Suncorp Credit Guard?

Suncorp Credit Guard is a consumer credit insurance policy designed to help protect our clients’ credit card debt. For detailed information about Suncorp Credit Card, please view the Suncorp Credit Guard brochure and PDS.

What is the Acceptable Securities List (ASL)?

The ASL dictates the maximum Loan to Value Ratio for any security that Suncorp Bank lends against. Suncorp Bank currently lends against over 400 shares and 1100 managed investment funds. The ASL is updated monthly.

What is the advantage of making extra after-tax contributions to super?

Putting some of your take-home pay into your super (i.e.. making an after-tax contribution ) can be a tax-efficient way to save – as long as you’re prepared to put it away until retirement. 

You pay only 15% tax on earnings on these funds, as opposed to paying your marginal tax rate on the earnings outside super. 
The Government has announced that if you earn under $46,920 in 2012/13 and use this strategy, you may also be eligible for the Government co-contribution in respect of after-tax contributions up to $500. 

If you’re self-employed, you can generally claim your super contributions as a tax deduction. 
For information on your personal tax situation, please seek the advice of a qualified tax professional. 

These FAQs are bound by our standard terms and conditions.

What is the Age Pension?

The Age Pension is an income support payment paid by the Government to ensure you have a minimum level of income in your retirement. The Age Pension is often a lot less than what people are used to living on, so you should talk to a Suncorp Bank Financial Planner about how you may be able to generate more income in retirement. You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75.

These FAQs are bound by our standard terms and conditions
 

What is the benefit of Verified by Visa for consumers?

Verified by Visa provides added assurance when using your Visa Debit card to make purchases online at participating online stores. You can be comfortable that any online store using the Verified by Visa security system is a legitimate commercial entity.

What is the best super fund for me?

A quality super fund will usually offer competitive fees, an appropriate range of investment options, sound management, and other features and benefits. Of course, the choice you make should always be based on your personal circumstances. A Suncorp Financial Planner can help you decide on a fund that best suits your needs. You can make an appointment by visiting a Suncorp Bank branch, calling 13 11 75, or make an appointment online.

These FAQs are bound by our standard terms and conditions.

What is the BPAY® round-up charity donation feature?

At Suncorp Bank we are committed to supporting the community and actively engage our customers and staff in helping charities to raise much needed funds. Our BPAY® donation initiative allows you to make donations to a selection of charities supported by Suncorp Bank. To make a charity BPAY®, just enter the amount you wish to donate. As an option, we'll round your bill up to a dollar amount which will allow you to donate the difference to a charity which you can pick from our nominated list.

What is the buffer zone?

We give you a buffer of 5% on shares and 10% on managed funds before triggering a margin call.  This may allow your account to absorb small market movements, without requiring you to sell your assets.

What is the current interest rate for my Suncorp Bank business account?

For current interest rates, please refer to our Business Banking Interest Rates page.

What is the difference between a Business Everyday Account and a Business Saver Account?

Our online comparison table outlines the different features of the Business Everyday Account, Business Premium Account and Business Saver Account.

What is the difference between fixed and variable rates?

A fixed interest rate does not vary for the fixed rate period, which means your rate will remain constant (as will your repayment amounts) for this period regardless of market changes.

 

A variable interest rate may rise and fall in line with interest rate changes in the marketplace, and your loan payments will change accordingly to reflect these interest rate changes.

 

What is the difference between Secured and Unsecured Loans?

Suncorp Bank Secured Loans are available if you're buying a car that's less than five years old and buying from a dealership.
Suncorp Bank will use your car as security for the loan, which means we can offer you a lower interest rate. If you're buying a car that doesn't fit this description, or borrowing for another purpose, don't worry. You can still apply for a Suncorp Bank Unsecured Personal Loan.
Unsecured. Personal Loans are for any worthwhile purpose - from holidays to home renovations.

What is the difference between swiping my card and a chip card , what if I have both ? Which one should I use, and when?

Most cards will have both a magnetic strip and a microchip.


Chip cards are more secure as chip technology makes it more difficult to fraudulently copy card details.
You may begin to see a small difference in how transactions are processed when using a card with chip functionality. Merchants who can enable chip transactions through in-store payment terminals may ask you to insert, or ‘dip’, your chip card in the base of the terminal, instead of swiping the magnetic strip on the back of the card through the terminal. When you transact by inserting your chip card, the card will remain there for the entire transaction.


All Suncorp Clear Options Credit Cards are chip enabled, and also have a magnetic strip. Some merchants may not have chip enabled EFTPOS terminals so you will still need to swipe your card.

What is the difference between Visa payWave and the Visa small ticket transaction service?

Whilst the solutions are different, the small ticket transaction service in Australia has been specifically designed to complement Visa payWave and is designed to offer a range of payment choices and benefits.


Visa payWave is contactless technology that delivers benefits of speed and convenience whereby consumers can make a transaction by holding their card in front of a contactless reader, rather than having to swipe/dip their card or hand it over to a cashier. The convenience of payWave can be used for purchases up to the higher value of A$100.


The Visa small ticket transaction service is specifically designed for smaller value transactions whilst offering the convenience and speed of not having to provide a signature or PIN. The service is for transactions A$35 or less, regardless of technology.

What is the general enquiries number for the bank?

Call Suncorp Bank direct on 13 11 75 and our Customer Connect team will ensure you are directed to the right people to address your enquiry.

What is the Global Payments system?

The Global Payments system allows you to send money overseas quickly and easily via Internet Banking as an International Money Transfer.

Go to our International Money Transfers page for more information. 

What is the Government co-contribution and how do I know if I'm eligible?

The Government co-contribution is designed to boost your retirement savings if you’re a low-to-middle income earner. The amount of Government co-contribution you may receive will depend on how much you contribute and the amount you earn. To find out more about the co-contributions and eligibility criteria go to the ATO website.

These FAQs are bound by our standard terms and conditions.
 

What is the Government Guarantee?

Your deposit funds are guaranteed by the Australian Government subject to the limits as outlined in the Financial Claims Scheme. The Financial Claims Scheme under the Banking Act 1959 applies to the deposit accounts you have with us. You may be entitled to a payment under the Financial Claims Scheme in some circumstances. Payments under the Financial Claims Scheme are subject to a limit for each customer. Information about the Financial Claim Scheme can be obtained from the APRA website at www.apra.gov.au and the APRA hotline on 1300 55 88 49.
 

What is the International Money Transfer fee?

AUD $20 per transaction (plus overseas bank charges). This fee applies to International Money Transfers made via Internet Banking. International Money Transfers made via a branch are $30.
 

What is the maxiumum daily withdrawal on my cash card or Visa Debit card?

The combined cash out and withdrawal limit for ATMs and EFTPOS is $1,000 per day per card.

What is the minimum value of shares that I can buy?

The ASX requires a minimum parcel of $500 to be traded if you do not currently hold that particular security. Once you possess $500 worth of an individual security you may purchase any value of shares you wish. If you would like to find out more, please visit www.asx.com.au

What is the New Zealand account number format?

When processing a Telegraphic Transfer online to a New Zealand dollar account held at a New Zealand Bank, the recipient account number must be provided in the International format. This is either fifteen (15) or sixteen (16) digits consisting of the BSB, account number and a two or three digit suffix.

What is the Visa small ticket transaction service?

The Visa small ticket transaction service makes low value card acceptance even faster and easier for customers and sales staff by eliminating the need for cardholders to sign or enter a PIN when making a Visa card transaction of A$35 or less at selected merchants.

What is the withdrawal benefit shown on my annual statement?

This is the amount you would have received if you’d met a ‘condition of release’ during that financial year and then withdrawn your money. It’s effectively your closing account balance, less any fees and charges.

These FAQs are bound by our standard terms and conditions.

What is Total & Permanent Disablement Cover?

Total and permanent disability insurance (TPD) provides a lump sum if you suffer from an illness or injury that leaves you totally and permanently disabled. To learn more about how this can help to protect you and your family, visit a Suncorp Financial Planner in a Suncorp Bank branch or call 13 11 75.

These FAQs are bound by our standard terms and conditions.

What is transition to retirement?

Once you’ve reached preservation age (currently 55), you can access your super as a transition to retirement pension. The benefits of a ‘transition to retirement pension’ are:

  • you can ease into retirement by reducing your working hours without reducing your net income
  • you can boost your retirement savings without impacting your net income if you are still working full time.

Suncorp Financial Planner can help you implement a strategy that best suits your needs. You can make an appointment by visiting a Suncorp Bank branch, calling 13 11 75, or fill in this online enquiry form

These FAQs are bound by our standard terms and conditions.

What is Verified by Visa?

Verified by Visa is a service developed by Visa to help minimise the risk of fraudulent purchases being made with your Visa Debit card when you shop online at participating online stores.

What is your Suncorp Share Trade Login Code?

Your login code is the code, or username, that identifies you on the web site. You can select a login code when you open an account, as long as no-one else on the web site is already using the code you have selected.

What rewards do I get by being a Visa Debit card holder?

As a Visa Debit card holder you are eligible to receive some great offers and rewards. Thanks to Visa, you can register for services such as Visa Entertainment. With program partners including Ticketek, Event Cinemas, Village Cinemas and Disney, you can access exclusive ticket pre-sales, movie offers, member competitions, and more. Sign up today for free at visaentertainment.com.au or you can like Visa Entertainment on Facebook.

What shares can I trade?

You can trade any company listed on the ASX through your Suncorp Share Trade account.

What sort of fees or charges will apply to my home loan?

Various bank fees and charges may apply for each of our home loans. The product information pages for each of our loan products includes fees information. Lending Fees and Charges Brochure

What type of securities can I trade?

All exchange traded securities, excluding Options. These include ordinary shares and warrants listed on the ASX.

What type of transactions can I perform via Mobile Phone Banking?

Mobile Phone Banking will allow you to:

  • View account balances on your registered accounts
  • See the last 180 transactions from your accounts
  • Rransfer money to your accounts and other bank accounts which can be setup as immediate, future dated or recurring.
  • You can pay BPAY® bills with immediate, recurring and future dated options. IF you utilise BPAY®- View, you can view bill summaries and pay your bills.
  • If you are a business payments credit user, you can approve business payments.

What's an Automatic Savings Plan?

If your a customer, you can start saving more by setting up an Automatic Savings Plan that automatically transfers money into your nominated savings account on a regular basis, so that any extra cash that you want to save is earning you interest. 

 

What’s a dormant account and how can I reactivate it?

A dormant account is an account where you have not completed a transaction yourself (i.e. deposit or withdrawal) during the last 12 months. Completing a branch withdrawal, transferring funds from the account, completing an ATM withdrawal or completing an EFTPOS transaction will reactivate the account.


If the dormant account is an everyday options sub-account, to reactivate, transfer funds into the sub-account and then transfer funds out of the account again. This process will re-activate the account.

What’s the difference between concessional and non-concessional contributions?

Concessional contributions are contributions made by your employer or that you make with ‘before-tax’ dollars – by salary sacrificing, for example.

Non-concessional contributions include spouse contributions and contributions you make from ‘after-tax’ dollars.

These FAQs are bound by our standard terms and conditions.
 

When are future dated or recurring transfers to my accounts processed?

Future dated or recurring transfers are 'initiated' on the day you selected but the funds may not be available to the following day. If you have a recurring or future dated external transfer, the transfer will initiate on the day you selected but it may take 24-48 hours for the funds to reach the other bank or financial institution.
 

When are Online Telegraphic Transfers processed?

Telegraphic Transfers performed on a weekend, or after approximately 3pm AEST time on a bank business day, will be processed the following bank business day.

When are statements issued for my business account?

Mailed statements and eStatements are issued at the end of each month for Business Everyday Account, Business Premium Account and Business Saver Account. If this does not meet your requirements, drop into your most convenient branch or call 13 11 75 to discuss other options that may be available.

When can I place orders on Suncorp Share Trade?

Orders can be placed 24 hours a day, 7 days a week. Orders placed outside of market hours are queued and sent to the market on the next trading day at 7am. Orders placed between 7am and 4:15 pm on trading days are sent directly to the market. The market trading hours are generally between 10:00am and 4:15pm, although these hours do change from time to time.

When do my payments start on a term loan?

Generally your repayments will begin one month from the date of settlement of your term loan. So for example, if your loan settled on the 2nd March, your first month’s repayment would be due on the 2nd April.

When does an Intermediary Bank need to be used?

An Intermediary Bank needs to be used when you are sending any currency other than the local currency to the destination country. As Australia is the only country where Australian Dollars is the local currency, all Australian dollar payments must be forwarded via an Australian Intermediary Bank. The Intermediary Bank cannot be the same as the Beneficiary Bank specified. An online Telegraphic Transfer cannot be made to Suncorp Bank, nor can Suncorp Bank be used as an Intermediary.

When does my Card expire?

The expiry date is printed on the front of your Card and you will have until the Card expires to use the Card value.

When does the biller receive my BPAY® payment?

BPAY® payments can take 1-3 days to reach the biller once they are submitted. BPAY payments are backdated to the day that you process them in Internet or Phone Banking as long as they are submitted by 4pm on a business day.
 

When does the biller receive my BPAY® payment?

The biller will receive the payment within 1 - 3 business days if processed prior to the cut off time.

When exporting business transactions, which option do I choose?

For spreadsheet use, we recommend the CSV format. If you're using an accounting package, the QIF format may be a required option. Refer to your software for preferred format options.

When I go to Mobile Banking it says 'device not supported' what does this mean?

In order to use Mobile Banking, you'll need a phone that has 'JavaScript' This is commonly available on most phones sold from 2008 onwards. Some phones may have javascript but just have it 'deactivated' so check your phone manual or mobile provider for more information. You can also let us know which phone you're having issues with so our Internet Banking Contact Centre team can investigate.

When I transfer money to an international account, how long will it take to reach my beneficiary?

Under normal circumstances your money should arrive at the overseas bank of the recipient within two (2) to five (5) business days. However, we cannot guarantee this timeframe as there may be delays due to circumstances beyond Suncorp Bank's control including international public/bank holidays and the banking practices of the overseas bank or country.

When is interest calculated on my account?

Interest is calculated daily on the end of day balances, and paid into your account every month, quarter or six months depending on the type of account you have. You can check when interest is paid into your account and how it is calculated by reviewing the Product Features at a Glance section of the Personal Deposit Account Product Information Document

When is interest paid into my account?

Interest can be paid into your account every month, quarter, six months or at the end of the term (e.g. flexiRates) depending on the type of account you have. You can check when and how interest is calculated on your account by reviewing the Product Features at a Glance section of the Personal Deposit Account PID.

When should I use my Visa Debit chip card?

A Visa Debit chip card can be used in all the same places as before that is: online, over the phone, at ATMs and overseas wherever you see the Visa symbol.

When will I get my super statement?

Annual super statements are usually sent to members in September each year. You can also check your balance online by logging onto Suncorp WealthSmart®. Just click on the red ‘logon to’ button on the Suncorp Bank Homepage. If you don’t know your log-in details, just call 13 11 75 or email WealthSmart@suncorp.com.au 

These FAQs are bound by our standard terms and conditions.
 

When will I receive my Credit Card?

Once your application is approved you will receive your new card within 5-7 business days.

When will my balance notifications be sent?

Balance alerts are typically emailed early each morning to your nominated email addresses. A detailed secure message will also be sent to your inbox within Internet Banking.

Where can I find my account number?

You will receive your account number and details when you first open your account. You can also check your account number on your statement, cheque book and within Internet or Mobile Phone Banking.

Where can I find out more information about the investing, the ASX and shares?

For more information please visit the ASX home page.

Where can I find the Biller Code and Customer Reference Number when I make a Bill Payment?

These details can be found on the bill that you are paying next to the BPAY® symbol.


If you can't locate the details, it's best to contact the biller or visit the BPAY website for more information.

Where can I shop using Verified by Visa?

You can shop online with Verified by Visa protection at any online merchant that supports Verified by Visa. You will be able to identify these by the Verified by Visa logo at the top of this page.

Where can I use my Card?

You can use your Card:

  • For purchases at point-of sale Merchants throughout Australia by pressing the “Credit” button and signing or entering a PIN
  • Online or over the phone or by mail order at Merchants that accept the Card in Australia or Overseas.*

 

You cannot use your Card:

  • To withdraw cash at Australian or Overseas ATMs, via a Suncorp Bank branch or using a point of sale terminal.
  • For purchases at point-of-sale Merchants overseas.
  • At Excluded Merchants
  • For any unlawful purpose, including the purchase of goods or services prohibited by the laws of Australia.

 

* Foreign currency conversion fee for Visa is 3.00% of the converted Australian Dollar transaction amount, made or charged to your card. The exchange rate between the transaction currency and the billing currency used for processing foreign currency transactions is a wholesale market rate selected by Visa from within a range of wholesale rates in effect one day prior to the processing date plus the percentage that Suncorp Bank charges for the foreign currency transaction fee above.

Where is the Global Payments system located to make an International Money Transfer?

To make an International Money Transfer, simply logon to Internet Banking, click ‘Transfer Money’ from the left hand menu and then click ‘International Money Transfer’ under International Services. Note that International Money Transfers are only available if you’ve purchased and activated a Suncorp Security Token.
 

Which accounts and loans can receive eStatements?

  • Personal Bank and Savings Accounts 
  • Business Bank and Savings Accounts
  • Term Deposit Accounts
  • Farm Management Deposit Accounts
  • Personal Loans
  • Home Loans
  • Small Business Loans
  • Business and Agribusiness Overdrafts

 

Find out which Personal Accounts, Business Accounts and Business Loans can't receive eStatements. 

Which accounts will I be able to access?

The same accounts you access via your Internet Banking default profile will be accessible via Mobile Phone Banking. To access additional accounts, you will need to add these accounts to your default Internet Banking profile before they will be accessible via Mobile Phone Banking.

Which ATM's can I use with my credit card?

You can use any ATM where Visa is accepted.


Save on direct charging fees by using Suncorp Bank and Bendigo Bank ATM's which are free from the direct charge fee for all Suncorp Bank and Bendigo Bank customers.

Which ATMs can I use to avoid fees?

As a Suncorp Bank customer you can use any Suncorp Bank and Bendigo Bank branded ATM without incuring a direct charge fee. Now that’s worth the switch! Visit our online ATM locator to find one of 2,000 fee free ATMs near you.

Which biller code should I use to make Super contributions via BPAY®?

The biller code for personal contributions to Suncorp Wealth Smart® is 787275. To make a contribution, just add your customer reference number and enter the amount you’d like to contribute. 

These FAQs are bound by our standard terms and conditions.

Which Business Bank and Savings Accounts cannot receive eStatements?

eStatements are not available for:

  • Real Estate Trust Account
  • Solicitors Trust Account
  • General Trust Account

Which Business Loans cannot receive eStatements?

eStatements are not available for:

  • Commercial loans
  • Agribusiness loans
  • Equipment Finance loans
  • Self Managed Super Fund loans

Which Personal Bank and Savings Accounts cannot receive eStatements?

eStatements are not available for:

  • Kids Savings Account
  • Passbook Accessed Accounts

Which stores will have small transaction functionality available to customers?

Currently, 18 types of merchants are eligible for the service in Australia. They include: car parks; car washes; pharmacies; dry cleaners, fast food restaurants; restaurants, cinemas, news agencies; quick copy services; service stations; taxicabs and limousines; tolls and video rental stores. Not all eligible merchants will immediately provide the small ticket transaction service to customers as the small ticket transaction service will be selectively rolled out.

Who are Suncorp's management team and Board of Directors?

For more information on Suncorp Group's company governance and 'who's who', visit suncorpgroup.com.au

Who can apply for a Suncorp Bank Margin Loan?

Individuals, Joint Borrowers, Companies and Trusts.

Who can borrow money?

Anyone over 18 who can meet our lending criteria can apply for a Suncorp Bank home loan – and you don't have to be an existing customer. We look for someone who is receiving a regular income and we need to know what your current debts and expenses are.

Who can I talk to about my current situation or make a financial difficulty request?

Suncorp has a dedicated Customer Assist Team who can be contacted during normal business hours on 1800 225 223.

You can also advise any of our branch staff who will put you in contact with our Customer Assist Team.

Alternatively, you can email us at customer.assist@suncorp.com.au ;

Or write to us at:

Suncorp Bank Customer Assist Team IPC 4RE055

GPO Box 1453

BRISBANE QLD 4001

If you would like to talk to a Financial Counsellor, you can call the Financial Counselling Hotline (which is independent of Suncorp Bank) on 1800 007 007 any time.

Who can I talk to at Suncorp Bank with a media inquiry?

If you are a journalist with a Suncorp Bank media enquiry you can contact Suncorp Bank Corporate Affairs on 07 3362 1304.

Who can trade on my Suncorp Share Trade account?

Only the account holder (or holders in the case of joint accounts) can trade on your account unless you have authorised other persons to do so. If you wish to nominate another person to trade on your account, you must complete the Authorised Agent Form and send it to us.

Why are there functions missing in the new mobile banking app?

As we’ve rebuilt the app from scratch for this update, we're currently designing & building all the features from the web version into the new app. 

We have a range of updates planned for 2014 to make our new app fully featured.

In the meantime, you can still access the mobile web version of mobile banking which is exactly the same as the old app. You can access this by going to the logon page on our website or following the instructions in this link: 

http://www.suncorpbank.com.au/campaign/mobile-app-support

Why aren't all my accounts listed on the account balances page?

There are two reasons why an account may not be listed on the account balances page.


1. If the account is not linked to Internet Banking. Only accounts that you personally have linked to Internet Banking will appear on the account balances screen. During the initial registration, you were provided with the ability to link 4 of your accounts.
To add another account, click on "Manage My Accounts" in the left hand menu and add any accounts that are missing. You can only link Suncorp Bank accounts to Internet Banking.
2.If the account is not included in the profile you are viewing. If you have multiple profiles, check that you are viewing the appropriate profile. To change the profile you are viewing, click the Active Profile name at the top of the page, then select the profile you wish to view from the drop down menu. Accounts can be included on more than one profile if required. If you believe you have linked an account that is not showing, please call us on 13 11 75.

Why can't I create a recurring transfer to my Clear Options Visa Credit Card?

Due to a system limitation, we currently don't offer the option to make a recurring payment to a Suncorp Bank Clear Options credit card.
 

Why can't I make transfer to an external account?

You need to apply for an External Transfer Password or Security Token first.
An External Funds Transfer Password (ETP) is needed to transfer funds to an external account with another financial institution. It is different to your Internet Banking password and provides a second level of security to protect your funds.

You can only apply for a ETP when logged onto Internet Banking. Once logged onto the Internet Banking environment click on security in the left hand menu, followed by external transfer password application. Your ETP will be sent to you by post for security reasons.

To apply for an ETP, click on "External Transfer Password" in Internet Banking.

Find out more about Security Tokens.
 

Why can't I see my eStatement?

You'll only see eStatements for accounts that you have rights or access to. If you think you should have access to eStatements simply send us a secure message or call us on 13 11 75.

Why do I receive a session timeout message when using Internet Banking?

To protect your personal information, Internet Banking will automatically log you off if there has been no activity for 15 minutes. If you wish to continue, simply log back on.

Why do you need to send me a one-time Passcode by SMS?

Sending a one-time Passcode to your mobile by SMS is a more secure authentication method. The one-time Passcode is a randomly generated number that is always different, unlike more traditional methods such as passwords and personal assurance messages which are static. This makes Verified by Visa a more secure method for shopping online.

Why does the Suncorp Bank App send me an email when I pay a bill with BPAY®?

As a security measure and to keep you informed, whenever you pay a bill via BPAY to a new biller not already in your biller list, we’ll send you an email. If you haven’t done a BPAY payment and receive an email, call us immediately on 13 11 75.

Why does the Suncorp Bank App send me an email when I send money?

As a security measure and to keep you informed, whenever money is sent to another bank that is a new contact/recipient, we’ll send you an email. If you haven’t done a send money transaction, call us immediately on 13 11 75.

Why has my life insurance premium increased?

Premiums are dependent on a number of factors including level of cover, age, gender, smoking status, occupation, health and lifestyle. If you have a stepped premium structure, your premium will be recalculated and will (usually) increase on each policy anniversary based on your age at that time. Premiums may also vary if: 

  • we’re asked to change the benefits or options under your policy 
  • we’re asked to change the level of cover for any of the benefits or options under your policy 
  • we’re asked to change the premium payment frequency on the policy 
  • premium discounts no longer apply (e.g. you no longer hold multiple policies with us) 
  • we review and change the premium rates.

To talk to a customer service consultant about your policy, please call 1800 030 733 or email : life_customerservice@suncorp.com.au 
 
These FAQs are bound by our standard terms and conditions.

Why is a CMA set up with a Savings Gearing Loan?

By applying for Savings Gearing, you authorise us to open a CMA on your behalf. The CMA is opened in the name of Value Nominees Pty Limited. If you use Savings Gearing, you can make regular monthly instalment payments to your Fund Manager via the CMA as per your instructions.

Note: If you are using your CMA in connection with a Savings Gearing Loan, it cannot be used for any other purposes, e.g. Interest or Dividend payments. If you wish to do so, you may set up another CMA by calling our Account Management Team on 1800 805 972.

Your Fund Manager will draw on the CMA to make your total Monthly Investment.

Why should I get Financial advice?

Talking to a Suncorp Financial Planner can help you clarify your current situation and future goals, then implement plans to help you get there. The first appointment with a Suncorp Financial Planner is free of cost and obligation. You can make an appointment by visiting a Suncorp Bank branch or calling 13 11 75*.

*If you proceed with advice provided by a Suncorp Financial Planner, you may be charged a fee. Any fee will be disclosed to you before you make a decision to proceed with the advice.

These FAQs are bound by our standard terms and conditions.
 

Why was my order rejected by Suncorp Share Trade?

The most common reason for an order to be rejected is an invalid quantity or price value.
The minimum purchase quantity is $500 and the price must be a valid price step. Check the help panel in the buy and sell windows for correct price steps.


Another common reason orders are rejected is that an incorrect price has been entered (E.g.: $1000 instead of $10).
Orders may also be rejected or forwarded to a Designated Trading Representative for compliance reasons.


CMC Markets Stockbroking has obligations under ASX Business Rules and Corporations Law to prevent false and misleading trading and help facilitate an orderly market. Every order submitted to us is checked against certain criteria to ensure we are meeting our obligations. Some of these criteria are:

  • Checks to see whether the client has 2 or more orders in a stock and whether these orders are trying to raise, lower or maintain a stock price
  • Orders that materially affect the market and do not reflect the current trading history of that stock.

Why won't Internet Banking let me add an account?

Internet Banking will only let you add accounts that you have rights or access to. If you can't add an account or card number, call us on 13 11 75.

Will all shops accept the Multi-Currency Cash Passport?

You will be able to use your card anywhere MasterCard® is accepted online and in-store at over 35 million locations around the world.

 

Will I see eStatements for each Everyday Options Sub-Account?

Instead of receiving seperate eStatements for your Everyday Options Main and Sub-Accounts, it is grouped into one eStatement. Your Sub-Account eStatements are included in the linked Main Account eStatement. Paper statements for Everyday Options accounts are also grouped into one statement.

 

To view your Sub-Account eStatement simply download the eStatement for your Main-Account.

Will I still receive eStatements if I link my Everyday Options Sub-Account to a different Main Account?

Once you've linked your Sub-Account to a different Main Account, your eStatements for the Sub-Account will now appear on the new Main Account eStatement.

You'll still be able to see your previous eStatements for your Sub-Account by downloading the previous Main Account eStatement it was linked to.

Will my eStatement be different from my paper statement?

No, your eStatement will be appear how your paper statement currently does.

Will Suncorp Bank accept cheques in a foreign currency?

Suncorp Bank does accept cheques in a foreign currency, however, some currencies are not accepted such as Fiji Dollar, Indian Rupee, Papua New Guinea Kina, Philippine Peso and Thai Baht. For further information visit a Suncorp Bank branch. or call 13 11 75. Fees may apply.
 

Will the bank require a property valuation?

In most instances, a valuation will be required. We will advise you at the time of your application if this applies to you.

​Can I keep my current Adviser?

Yes. Having the right financial advice is critical to successful investing. If you authorise it, we can even give your Adviser online access to your account details so they can monitor your account.  

​Why are Visa Debit chip cards more secure?

Chip cards are more secure as chip technology makes it more difficult to fraudulently copy card details. Chip cards can store encrypted information that can protect you against ‘skimming’ or copying by generating unique identification information for each transaction made. The chip card does not hold any additional personal information to what is already held on the magnetic strip.

Agribusiness Loans interest rates

At Suncorp Bank we publish our interest rates daily. Click through to see our agribusiness loan interest rates.  

What is Margin Lending?

Margin Lending is an investment strategy that uses debt to increase the investment capital of an investor, magnifying the potential moves of their portfolio.


A margin loan is secured against shares, managed funds and cash, just like a mortgage is secured against a property. Because a margin loan has no fixed end date, we do not require regular repayments of the principle, just interest.


Margin Lending is often referred to as a Geared or Leveraged Investment Strategy. Any gains or losses made in a portfolio comprised of both debt and equity will be larger than those of a portfolio comprised of equity alone.


Because Margin Lending has the power to magnify both gains and loses, it is important that you consult your financial adviser to find out if this product is suitable for you.


For more information, or to apply, see the Suncorp Margin Lending website.