General Banking FAQs

You can find your BSB (640 000) and account number on your monthly statement or by logging in to iBank or the Hume Bank App.

Monthly statement:

Your BSB and account number can be found in the top right of your monthly statement. 
 

iBank:

• Log in to iBank.
• Your BSB and account number will be listed beneath the name of the corresponding account.
   

Hume Bank App:

• Log in to the Hume Bank App.
• Select the account.
• Tap on the icon in the top right corner of the screen and your BSB and account number will become visible

Your residential/postal addresses and contact details can be changed via iBank and the Hume Bank App.

Hume Bank App:

• Log into the Hume Bank App.
• Tap the menu icon (three horizontal lines) and select ‘Additional Services’.
• Select ‘Personal Details’ and then ‘Get SMS’.
• Enter the 6-digit authentication code received via text message.
• Update your information  and finish by tapping ‘Confirm’.
   

iBank:

• Log in to iBank.
• Select ‘My Options’ then ‘Contact Details’.
• Enter the 6-digit authentication code received via text message.
• Select ‘Address details’ or ‘Contact details’.
• Click ‘Update’ to submit.
   

You can also have your details updated by contacting us on 1300 004 863, Monday to Friday (8:00am to 5:45pm) and Saturday (9:30am to 12:00pm). Have your mobile phone ready — we’ll run through some security questions, and then we’ll be able to update your details.
 

Please note:

· If you wish to update your phone number, please call us on 1300 004 863.

· Your residential address cannot be changed to a PO Box.

You can activate your new card via the Hume Bank App, iBank, or by heading into one of our branches.

Hume Bank App

• Log in to the Hume Bank App.
• From the home screen select ‘Cards’.
• Select ‘Activate card’ and set PIN if required.
   

iBank

• Log in to iBank.
• Hover over ‘My Options’ from the top of the screen and select ‘Activate Card’.
• Follow the prompts and set PIN if required.
   

You can also call us on 1300 004 863, Monday to Friday (8:00am to 5:45pm) and Saturday (9:30am to 12:00pm).

If you know what your current PIN is, here are the different ways you can change it:

iBank

• Log in to iBank.
• Go to ‘My Options’ at the top of the page.
• Select ‘PIN Change’ and follow the prompts to select a new PIN.
• We’ll send a one-time password to your mobile phone, so make sure you have your mobile handy.
   

If you’re not yet registered for online banking, you can register today by calling 1300 004 863.
 

Hume Bank App

Your PIN can also be changed via the Card Management function in the Hume Bank App. You can access this by following these steps:

• Log in to the Hume Bank App. 
• Tap the menu icon (three horizontal lines) and select ‘Cards’.
• Select ‘Change PIN’ and follow the prompts.

You have the option to request a new card and a new PIN via the Hume Bank App, at a branch or over the phone. 

Hume Bank App

• Log into the Hume Bank App.
• Tap the menu icon (three horizontal lines) and select 'Cards'.
• Select ‘Lost or Stolen Card’ or ‘Replace Damaged’ Card and follow the prompts.
   

Phone

Call us on 1300 004 863, Monday to Friday (8:00am to 5:45pm) and Saturday (9:30am to 12:00pm).
 

Please note that a $10 fee will apply if you request a new card.
 

Important note about regular payments: As you’ll be issued a new card number and expiry date, remember to update your card details with other organisations where you have set up direct debit arrangements.

You can report a lost or stolen card via the Hume Bank App, or you can visit us in branch.

Hume Bank App

• Log in to the Hume Bank App.
• From the home screen, select ‘Cards’.
• Tap on ‘Lost or Stolen Card’ and follow the prompts to confirm.
   

If you are not set up for mobile banking and cannot visit us in branch – you can call us on 1300 004 863, Monday to Friday (8:00am to 5:45pm) and Saturday (9:30am to 12:00pm).

If a Visa debit card transaction was:

• unauthorised
• made even though you cancelled a recurring payment arrangement
• for goods or services that the merchant did not deliver
• for goods and services which did not match the description provided by the merchant
   

You can ask us to dispute the transaction by reversing the payment to the merchant’s financial institution. However, the dispute rights may not apply to specific charges made from your card account (e.g. BPAY payments).

A purchase from a merchant is a legal transaction between you and that merchant. The merchant is usually responsible for providing (or restricting) the goods or the performance of the services. We are not responsible for goods or services obtained by you using your card unless the law makes us liable. You must inform us of the disputed transaction within a specific timeframe of the transaction taking place:

• For Visa debit card transactions, within 120 days.
• For Cashcard transactions, within 210 days.

Once these time limits have expired, any dispute rights may be lost. Where the ePayments Code applies to the transaction, its time limits may apply and not those of the card scheme.

Please refer to our Product Disclosure Statement for further information.  

You will automatically be sent a replacement card to the address we hold for you, three weeks before your card’s expiry date. Your current PIN will apply to your new card. If you have not used your card in the past 12 months, we will seek your consent to replace your card. If you are travelling overseas, make sure your card isn’t due to expire while you are away and remember to call us to arrange for a replacement well before you leave.

To find out more about a transaction, you can log in to iBank or the Hume Bank App and view more detail by clicking on a particular transaction in the transaction details section. You can also call us on 1300 004 863. 

The additional information you can access includes:

• Transaction date
• Transaction time
• Authorisation time
• Receipt number
• Card details (where applicable) to identify which account holder

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Customers with new iBank access will receive a default ‘iBank Daily Transfer Limit’ of $2,000. Existing iBank customers who have not previously nominated an amount will have a limit of $0. Provided sufficient cleared funds are available, you may withdraw or transfer funds within the following limits:

• Branch — $10,000 cash. Withdrawals exceeding $10,000 may require advance notice. Please get in touch with your local branch to enquire about large cash withdrawals.
• iBank/Hume Bank’s App - $2,000 external transfers (without SMS authentication). SMS authentication must be used for transactions when prompted, regardless of the transfer amount.
• ATM Withdrawals — $2,000 per day can be withdrawn in cash from an ATM using your Visa Debit Card. 

If you wish to alter your external transfer limit, call us on 1300 004 863, Monday to Friday (8:00am to 5:45pm) and Saturday (9:30am to 12:00pm). Have your mobile phone ready - we’ll run through some security questions, and then we’ll be able to update your details.

First, check that your loan has a redraw feature. To redraw funds from an eligible loan on iBank, select Accounts> List of Accounts, then select the redraw account. A Transfer option will be displayed if the loan has a redraw feature.

Our redraw facility on variable interest rate home loans allows you to withdraw directly from your home loan account for repayments you’ve made that are more than minimum repayments.

The minimum redraw amount is $50 when conducted via iBank, and a $500 minimum applies to manual redraws (those conducted in branch). Depending on the loan type and permission, most loans have the redraw facility:

Before you can send money overseas, you must be registered for international payments. You can do this by calling us on 1300 004 863 — Monday to Friday (8:00am to 5:45pm) and Saturday (9:30am to 12:00pm) and ask us to enable international transfers, or you can visit a branch.

Once you have been registered for international transfers, follow the below steps:

Please have the following ready:

• Name of beneficiary
• Address of beneficiary
• Bank name
• Bank address
• International Bank Account Number (IBAN) – currency dependant, or;
• Swift code (Bank identifier code)
• Account number

iBank

• Log in to iBank.
• Hover over the ‘transact’ tab at the top of the page and select ‘International Transfer’
• Select which account you wish the funds to be transferred from, type in a reference, and then select the country of recipient account. This will expand the ‘Payment Details’.
• Select the format you wish to receive a quote in, and finally enter the amount to be transferred and what currency it is being converted from.
• Proceed on to ‘Recipient’s Bank Details’ and fill out the information accordingly.
• Proceed to ‘Recipient’s Address’ and fill out the information accordingly.
• Proceed to ‘Additional Details’ and select your reason for transfer and an optional message for the recipient.
• Follow the prompts to confirm your transfer
   

Please note the international transfer limit is $10,000 AUD. For more information on sending money overseas, click here. 

See our Fees & Charges payable on international transfers.

We would love to hear about your travel. This helps us monitor accounts for potentially fraudulent transactions and determine whether or not to restrict your card for security reasons. 

Please get in touch with us on 1300 004 863 or send us a message via iBank or the Hume Bank App.

To close your account, it needs to be in credit or have a $0 balance. You can close your account by advising us in writing and returning any cards, unused passbooks, and cheques issued to you or any authorised user. We accept no liability for any loss incurred by the improper or fraudulent use of unused cheques that have not been returned to us.

We can close your account:

• If it is being operated outside these terms and conditions.
• Where we consider it necessary for the prudent administration of Hume Bank.
• If you have conducted the account in an unsatisfactory manner.
• Where it is believed that there is a valid reason to do so (for example if fraud has occurred).

We can cancel or restrict access to your account if the account being accessed is overdrawn or is otherwise considered out of order by us.

Losing a loved one can be an upsetting and stressful time.

Please call us on 1300 004 863 or visit a branch for assistance with finalising the accounts of someone who has passed away. 

We will need to see an original or certified copy of any of the following documents:

• Death Certificate
• Letters of Administration (where there is no valid will); or
• Grant of Probate
   

When we receive notification of a customer’s passing, the following will happen:

• Accounts solely in the customer's name are immediately frozen.
• Deceased borrowers are unlinked from joint account loans.
• Power of Attorney or Authority to Operate the accounts automatically cease.
• Periodical payments authorised by the deceased customer will be cancelled.
• Subject to circumstances, cards in the deceased customer’s name may be cancelled.