Card transaction issues

Update 5:30pm 

We continue to work to resolve a card transaction issue affecting a select group of customers.

The issue is resulting in some customer transactions being declined. Because these transactions are declined, they are not changing customers’ account balances.

We appreciate that having a transaction declined is inconvenient and we’re sorry for the disruption.

Other payment options, including account transfers and BPAY, are unaffected. 

We continue to work to understand and remedy the issue within our payments network. Other customer transactions continue to work successfully.

If you’re impacted and need help, please call us on 1300 306 716. We’re available until 8pm tonight.

We’ll provide our next update at 9.30am tomorrow.

 

Update 3:00pm

We continue to work to resolve a card transaction issue affecting a select group of customers.

The problem relates to work undertaken on Sunday which has created an issue with our payments network. Our team is working to remedy this and restore card transactions for impacted customers.

Other customer transactions continue to work successfully.

If you’re impacted and need access to money, please visit us in store where we can arrange a cash withdrawal. You can also call us on 1300 306 716 until 8pm tonight for help.

We’re sorry for the inconvenience and will provide another update at 5.30pm today.

 

Update 12:00 noon

We’re continuing to investigate reports of some customers having trouble completing card transactions.

We can now confirm the issue is affecting a select group of customers and that other customer transactions are working successfully.

If you’re impacted and need access to money, please visit us in store where we can arrange a cash withdrawal. For other help, visit us in store or call 1300 306 716.

We’re sorry for the inconvenience and will provide another update at 3pm today.

 

Update 11:20am

We’re aware that some customers are having trouble completing card transactions.

We’re investigating the issue and are sorry for the inconvenience.

If you’re impacted and need help, please visit us in store or call 1300 306 716.

We’ll provide another update at noon today.