Following a recent review of our card products, we’re progressively phasing out Cashcards.
Your letter explains whether you’ll automatically receive a replacement Visa Debit card before your Cashcard is cancelled or your Cashcard will be cancelled without an automatic replacement.
The change relates to the card issued on your existing account. Your account features, account-related fees, account number and BSB remain unchanged. You can continue accessing and managing your account through internet banking, our app or your local branch.
If we’re automatically replacing your Cashcard with a Visa Debit card, your new card gives you more ways to access and use your money. Different card transaction limits and fees apply, as explained below.
Yes. Different daily transaction limits apply to your Visa Debit card. Fees and charges may also apply depending on how you use it.
The Your Cashcard is changing to a Visa Debit card flyer (PDF) we sent you compares the cards’ features, daily limits and fees.
See our daily limits page for current transaction limits and your Product Schedule for applicable fees and charges.
Your Cashcard will stop working on the earlier of:
- The expiry date printed on your Cashcard, or
- The cancellation date shown in your letter.
After cancellation, transactions attempted with your Cashcard will be declined. If you use it at an ATM, the ATM may retain it.
Activate your new Visa Debit card before your Cashcard stops working. Follow the instructions supplied with your new card or see How do I activate my card?.
Once your new card is activated and working, securely destroy your Cashcard by cutting through the chip and magnetic stripe.
Yes. Your Visa Debit card will have a new card number, and we’ll send your new PIN separately by mail.
If you’d rather not wait, you can choose your own PIN in the app or internet banking. See How can I change my PIN? in our card FAQs for instructions.
If you choose your own PIN before the PIN letter arrives, securely destroy the letter when you receive it.
If your new Visa Debit card hasn’t arrived within two weeks of the date advised in your letter, or you’re having trouble activating it, call us on 13 19 87 or visit your nearest branch.
Your Cashcard will stop working on the earlier of:
- The expiry date printed on your Cashcard, or
- The cancellation date shown in your letter.
If your new Visa Debit card has arrived, make sure you activate it before your Cashcard stops working so you can continue using your card without interruption.
You can continue accessing and managing your account through internet banking, our app or your local branch.
If you still need card access to your account, call us on 13 19 87 or visit your nearest branch before your Cashcard stops working so we can discuss your options and whether a Visa Debit card may be right for you.
If your letter confirms that your new Visa Debit card will access both your primary account and a linked secondary account, the account debited depends on how you use your card.
Within Australia, when you insert your card:
- Select Cheque or Credit to debit your primary account.
- Select Savings to debit your linked savings account.
If you tap your card or use Apple Pay or Google Pay™, the account debited depends on how the merchant processes the contactless payment. To choose which account to debit, insert your card and select Cheque or Savings.
A Visa Cash Advance fee applies when you select Credit for an ATM withdrawal. You can avoid this fee by selecting Cheque or Savings when withdrawing cash at an ATM within Australia.
To request removal of the linked savings account from your card, call us on 13 19 87 or visit a branch.
We’re making these changes in stages, so if you have more than one Cashcard, you may receive separate letters at different times.
Different changes may apply to each card. Check each letter for the card or account it relates to, what will happen and any dates or actions that apply.
When you make a purchase or payment using your Visa Debit card, the transaction may appear as Pending in Internet Banking or the app while the payment is being processed.
A temporary hold is placed on the transaction amount, reducing your Available balance without immediately changing your Current balance. This is why the two balances may be different.
Temporary holds can occur with everyday purchases or when businesses such as hotels, car hire providers and service stations reserve funds before confirming the final amount.
When will the temporary hold be removed?
A temporary hold is generally removed when the transaction is completed. At this point, the transaction will no longer show as Pending, and the payment amount is deducted from your Current balance.
If the transaction isn't completed, the Pending transaction will generally disappear once the temporary hold is removed, and the funds will become available again. However, a temporary hold may remain if:
- The final payment amount differs from the amount originally held.
- You finalise the payment using another method, such as cash or a different card, so the original Visa Debit transaction is not completed.
- The transaction is not completed by the merchant.
What if my transaction is still pending?
If you're concerned about a pending transaction or a temporary hold that hasn't been removed, call us on 13 19 87 or visit your nearest branch.
If you don't want a replacement Visa Debit card, have concerns about how it works, or don't want an authorised user on your account to receive one, call us on 13 19 87 or visit your nearest branch to discuss your options.
Your Cashcard will still stop working from the date advised in your letter, even if you choose not to use the replacement Visa Debit card.
If you have questions about your letter, need help with your new card or want to discuss your options, call us on 13 19 87 or visit your local branch.
To make a complaint, call us or visit our feedback and complaints page.