The cause of the issue affecting Internet Banking and the Mobile App has been identified and we are actively working to restore services as quickly as possible.
We apologise for the inconvenience and thank you for your patience.
Before you contact us to request a cancellation, you need to confirm whether your regular payment is a direct debit, PayTo® or a recurring payment.
Recurring payment
A Recurring Payment is a regular payment from a debit or credit card that occurs when a customer has provided their card details (card number, expiry date and security code) to allow a merchant or service provider to charge their debit or credit card regularly to pay for the services they provide to the customer. You will need to contact the merchant or service provider to cancel these payments.
PayTo
PayTo® is an alternative to a direct debit and gives you more visibility and control over recurring bills, subscriptions and memberships. You can view, authorise, cancel or pause your PayTo payments directly from your Auswide Bank Internet Banking.
Direct debit
A direct debit is a regular payment where a customer authorises a third party, like a merchant or service provider, to debit the customer’s transaction account electronically using the BSB and account number on a regular basis to pay for services provided to the customer by the third party. If you need to cancel a direct debit, you can contact us to help you with it.
Stopping or cancelling a direct debit
You have a few options to cancel your direct debit – these are:
- Send us a message through internet banking or the mobile app with details of the direct debit you wish to stop or cancel
- Complete a direct debit stop payment form or direct debit cancellation form and return to us via the contact options listed on the form
- Visit your local branch
- Call our Customer Care Team on 1300 138 831 (Monday to Friday 8am-6pm AEST)
If the direct debit is due to be processed from your account within the next 48 hours, we can still process your request, however, we cannot guarantee the success of the cancellation due to the possibility of the payment file already being processed.
Important things to remember when cancelling a direct debit
Cancelling your direct debit does not cancel your contract with the merchant or service provider. If you still have a valid contract with a merchant and you’ve cancelled a direct debit, you’ll need to make alternate payment arrangements with them. Or, if you no longer require their services, you’ll have to make attempts to cancel your agreement with them.
If you notice an unauthorised direct debit on your account, please contact us and we’ll lodge a dispute with the merchant or service provider on your behalf.
Have some questions?
We’re here to help.
