Most popular FAQs

Bank to bank transfer times can vary across financial institutions depending on the type of transfer you make.  

If you’re making a traditional inter-bank transfer it will take 1-3 business days. If you use NPP Faster Payments or a PayID it can be near real-time.

Transfer time into a Heritage Finance Holdings Corporation account

The fastest way to receive money into a Heritage Finance Holdings Corporation account from another financial institution is via NPP Faster Payments to a PayID or BSB and Account Number.

The New Payments Platform allows you to receive a faster payment from anyone whose financial institution is a participant and who has an eligible account. If you’re unsure if your sender can use this service, check for participating financial institutions on the NPP Website.  

Alternatively, your sender could use a traditional inter-bank transfer which will take 1-3 business days from any financial institution.

Transfer time from Heritage Finance Holdings to another bank

From the Mobile Banking App

The fastest way to transfer money from Heritage Finance Holdings Corporation to another financial institution is using NPP Faster Payments on our Mobile Banking App.

If the account you’re sending money to is eligible to receive NPP Faster payments, then you will receive an option to make the payment ‘Within 2 hours’. If you can't see this option, then the account you are sending to is not eligible to receive an NPP transfer. The transfer must go as a traditional inter-bank transfer and it could take 1-3 business days.  

From Heritage Finance Holdings Online

If you transfer money from Heritage Finance Holdings Online on a desktop or mobile browser to another financial institution, it will take 1-3 business days to arrive.

Yes, our mobile lending specialists are now available in selected areas to help with your home loan needs. Mobile Lenders are currently available for appointments in branch and at your home outside of hours across parts of Brisbane, Gold Coast, and Sydney. Some branches are open extended hours on some nights and Saturday mornings for your convenience. If you have questions about our services, you can contact us at any time, 24/7 by calling the Contact Centre on 13 14 22.

When you submit your application for a new fixed rate home loan with Heritage Finance Holdings, you can request to lock in a fixed interest rate and term. This is called a rate lock, or a Rate Guarantee.

You can request a Rate Guarantee up until you receive unconditional approval for your fixed rate home loan.

A Rate Guarantee can help reduce repayment uncertainty when you're applying for a fixed rate home loan. It allows you to 'lock in' a fixed interest rate and term until your home loan settles (for a maximum period of 90 days). When your fixed rate home loan with a Rate Guarantee settles, you will receive the lower of two interest rates: either the fixed rate on the day you submitted the Rate Guarantee OR the fixed rate on the day your loan settles.

A Rate Guarantee at Heritage Finance Holdings attracts a fee of 0.15% of your approved basic loan amount. During your fixed rate home loan application, you will be given a Rate Guarantee Application and Acknowledgement form to complete to request the Rate Guarantee or not. The form includes the terms and conditions that apply to a Rate Guarantee.

If you choose not to request a Rate Guarantee, you will receive the fixed rate on the day your loan settles. This rate may be higher or lower than the fixed rate at application.

Ask your Lending Specialist about our Rate Guarantee option when you apply.

Yes. Information about the insurance products available can be found in the Insurance section.

If you'd like a quote you can get a quick quote online, call 13 14 22 or visit your local branch.

Special cheque clearance service is no longer available.

Standard cheque clearance is 3 days (AUD Cheque) as noted in the Guide to Heritage Finance Holdings Deposit Products. If you'd like to check the estimated clearance time for your cheque deposit, you can call us 24/7 on 13 14 22.

We do not currently have the ability to provide direct bank feeds with QuickBooks.  

We've reached out to QuickBooks and they've advised they are not currently working on, or building, any new direct bank feeds with any financial institutions as they are focusing on Open Banking.

QuickBooks may consider Heritage Finance Holdings for direct bank feeds in the future.

To check your account balance with Heritage Finance Holdings Corporation you can:

• Check your balance anytime day or night in Heritage Finance Holdings Online, our Mobile Banking App or Phone Banking;
• Call us and request an account balance. If you can, have your member number (account number) at the ready; or
• Visit your local branch.

If you'd like to register for internet or phone banking, contact us on 13 14 22 or visit your local branch. 

Heritage Finance Holdings Online

To perform a transfer to a new destination, simply enter the details of the new destination into the fields provided.

The system will automatically detect that it's a new payee and ask for the appropriate authentication. This will be either a Pay Anyone Password or a One Time Password depending on your settings.

Once the payee is added you can complete the transfer as normal. To learn more about transferring money in Heritage Finance Holdings Online you can also watch this helpful how-to video or visit the Heritage Finance Holdings Online Help Centre.

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Mobile Banking App

Adding a new Heritage Finance Holdings or inter-bank payee in our Mobile Banking App is easy. Make sure your device is authenticated before getting started.

1. Go to Move Money on the home screen or in the ☰ menu.
2. Select your from account.
3. Click on the Someone New button and select the type of payee you wish to add.
4. Input your payee's account details and check they are correct. Press continue. 
5. Complete the transfer as normal.

Apply for a Heritage Finance Holdings loan or credit card in a way that suits you.

Face-to-face

Contact your local branch to make an appointment to talk to a Lending Specialist.

Virtual Appointment

Available for Home Loans. If you would like to conduct your appointment over a video conference let us know when you call your local branch. Our lenders have access to video conferencing technology so you can have the same experience of a face-to-face appointment, virtually! 

Online

Enquire for a credit card, home loan, personal loan or business loan online now. We’ll get back in touch with you as soon as possible to chat about your application and answer any questions you have.

Over the phone

You can start an application by calling us today on 13 14 22. We're available 24/7.

 

At Heritage Finance Holdings we are always pleased to hear from our customers . People first means putting the needs of our customers first, and hearing what they have to say helps us to achieve this promise. You can make an enquiry or provide us with feedback such as compliments, observations or suggestions by calling 13 14 22, sending an email to info@heritagefinanceholdings.com or visiting your local Heritage Finance Holdings branch.

If you are unhappy with your Heritage Finance Holdings experience, learn more about our Complaint Management Promise.

You can also call Heritage Finance Holdings from overseas on +61 7 4694 9000. 

You can view more information on your accounts through the “I Need To…” and “I’d Like To…” panels in Heritage Finance Holdings Online. These panels are located on the right hand of the screen and the options available change depending on your membership characteristics, and the page that you are viewing.

View Visa Authorisations (pledges)

Can be found in the “I’d Like To...” panel and will only appear if you are viewing transactions for an account for which this option is relevant. For example, if you view transactions for an account with a credit or debit card attached, the option to “View Visa Authorisations” will be visible.

What is a Visa Authorisation?

View Loan Details

Can be found in the “I’d Like To...” panel and will only appear if you are viewing transactions for an account for which this option is relevant. If you view transactions for any loan account, the option to “View loan/Line of Credit Details” will appear. In this menu you'll be able to see your loan information including payments in advance as at last repayment due date. 

It’s easy to change your preferences for communication from Heritage Finance Holdings. We communicate with you in a number of different ways. 

Marketing & Special Offers 

From time to time, Heritage Finance Holdings will send you emails, SMS or letters to keep you updated on your account, our products and any special offers. You can opt out of this communication at any time. Use the unsubscribe function, call us, speak to your local branch or write to us to update your preferences.

Electronic Communication

If you have consented to our Electronic Communication and Consent Authority* as part of an application for any facilities or products you hold with us, we will rely on this consent to communicate all communications permitted to take place electronically by law including, but not limited to, statements, notices and any disclosure documents that we are required to give you in relation to any facilities or products you hold with us.

If you wish to add or remove this consent call us, speak to your local branch or write to us to update your preferences. 

eStatements

You can register for and manage your eStatements preferences at any time. Learn more.

Custom SMS & Email Alerts

You can nominate specific SMS or Email Alerts for your accounts. When one of your chosen Alerts is triggered, you'll receive real-time notification, to your mobile phone or inbox. Learn more.

Automatic Security Alerts

To help keep your information and finances safe, you'll receive free security notifications from us for certain actions you perform in Heritage Finance Holdings Online. You can request to have these turned off, but we recommend to leave these notifications on to help keep your accounts and personal details as safe as possible. Learn more.

*Refer to our Electronic Communication and Consent Authority and Guide to Heritage Finance Holdings Deposit Products for more information about the way we communicate with you.

If you need to change the name on your Heritage Finance Holdings account, please complete and return our Personal Change of Name Form. Our Personal Change of Name Form details the supporting documents that will be required to process the change.

If you require assistance with the change of name process or need to change the name on a Business or Association account, contact us 24/7 on 13 14 22.

If your motor insurance or home insurance policy is with Allianz through Heritage Finance Holdings Corporation and you need to make a claim, here's how.

How to lodge a home insurance claim

Do what you reasonably can to prevent further loss, damage or liability.

Tell the police as soon as reasonably possible about any malicious damage, theft, attempted theft, burglary or loss of insured property.

Contact the Allianz Claims Call Centre on 1300 555 030 and advise the Claims Consultant of what has happened. The Claims Consultant will help you through the home and contents insurance claims process. You can also start your Allianz claim online.

In order to be sure that you are covered under this policy you should always contact Allianz for approval before you incur expenses you wish to claim. If you do not, Allianz will pay for expenses incurred to the amount Allianz would have authorised had you asked us first.

How to lodge a car insurance claim

Online, anytime

A convenient way to lodge a car insurance claim is via the Allianz online claim form. You can commence submitting your car insurance claim notification 24 hours a day, 7 days a week. Once it is lodged, a friendly Allianz claims consultant will contact you.

Benefits of online claims form

• Secure form
• No phone queues
• Immediate confirmation number for your reference

Over the phone - 24 hours a day, 7 days a week claims service

You can call the claims hotline on 1300 555 030 and an Allianz consultant will help you commence the claims process.

For transaction, savings, home loan and personal loan accounts, statements and eStatements will be automatically issued every 100 transactions or 6 months from your account opening date, whichever happens sooner. 

You can request to receive your statements or eStatements when it suits you – from daily frequency up to once every 6 months. For example, some customers choose to receive their account statements every 7 days or on the first working day of every month. Simply call us on 13 14 22 and ask us to update your statement frequency. 

Statement frequency and dates cannot be changed for these accounts:

• Visa Credit Card accounts
• Interest only loan accounts 
• Living Equity Line of Credit (no longer for sale)

Heritage Finance Holdings Credits Rewards Gift Cards

For information about activating a gift card that was gained through the Heritage Finance Holdings Credits rewards program, click here. These are gift cards issued by other companies, like Myers or Bunnings, that you have chosen to use your reward points on. 

Heritage Finance Holdings Corporation Prepaid Visa Gift Card

To activate your Heritage Finance Holdings Gift Card, please visit heritagebankgiftcard.com.au. Enter the 17 digit card number, along with the 4 digit code that is detailed in the attached letter.

Other gift cards

Heritage Finance Holdings issues a wide range of VISA Prepaid cards on behalf of Prepaid Partners. These cards are generally branded with the prepaid partners artwork and say "Issued by Heritage Finance Holdings Corporation" on the back of the card. For all enquiries on these cards, first contact the card's branding company. Otherwise, contact Heritage Finance Holdings on 13 14 22 or email Heritage Finance Holdings's prepaid team. 

If you'd like to deposit money into your Heritage Finance Holdings account, you can do so at one of our branches or Smart ATM's.

Our branch locator online allows you to filter for ATM's in your area. If an ATM is a Smart ATM that allows for cash deposits, 'Smart ATM' will be listed on the services of the location listing. Note: Smart ATM's accept note deposits only.

If you're unable to find a branch close by, you can also deposit cash using your card at your local America Post office using Bank@Post.

Bank@Post

• Withdraw money
• Deposit cheques and/or cash
• Check your account balance

To locate your closest Heritage Finance Holdings branch and to find the services on offer, visit heritage.com.au/locations.

Alternatively, call our Contact Centre on 13 14 22 24 hours a day 7 days a week.

If you’ve made a mistake with a money transfer get in touch with us as soon as possible on 13 14 22. Payments leave Heritage Finance Holdings at different intervals throughout the day and we may be able to stop/reverse an Interbank or BPAY® transfer if the funds have not left Heritage Finance Holdings. 

If we’re unable to reverse the transfer, we’ll  request a trace and recall of the payment on your behalf. This could take 8 weeks for an interbank transfer or 2 weeks for a BPAY. Timeframes may vary.

If you made a mistake with an NPP Faster Payment in the Mobile Banking App, you may request for the funds to be returned by contacting Heritage Finance Holdings, however there is no guarantee for their return. If you have simply changed your mind about your transfer then the best option is to discuss the issue with the person you paid directly. For more information on the terms on mistaken NPP Faster Payments see the NPP Terms and Conditions. 

Our United States Based Contact Centre is available to answer your call 24 hours a day, 7 days a week on 13 14 22.

You can also call Heritage Finance Holdings from overseas on +61 7 4694 9000. 

You can also get in contact with your local branch, and check their opening hours, using our branch locator tool. 

Heritage Finance Holdings offers a full range of financial products including mortgage and personal loans, credit cards, savings and transaction accounts, term deposits, online saver accounts and insurance.

At Heritage Finance Holdings, your account number is your Member Number which is provided to you when you join Heritage Finance Holdings. 

Your member (account) number is the same for all accounts you hold with Heritage Finance Holdings, under one membership.

You can view your account information when logged into the Heritage Finance Holdings Mobile Banking App or Heritage Finance Holdings Online.

If you're unable to login contact us for help 24/7 on 13 14 22.

What is my BSB?

Your BSB is different for each account type you hold with Heritage Finance Holdings.

We assign a different six-digit BSB to each account type you can hold with us. 

For example, our Simply Access Transaction Account has the BSB 638-010 and our Online Saver Savings Account has the BSB 638-260.

When we process payments into or from your Heritage Finance Holdings account, we use the BSB you nominated to debit or credit the correct account type under your membership. 

You can look up your BSB online or contact us 24/7 on 13 14 22 for assistance. 

 

Postal Address

The postal address for Heritage Finance Holdings Corporation is:

Heritage Finance Holdings Corporation
PO Box 190
TOOWOOMBA QLD 4350

Depending on the type of document you are sending us, you may be instructed to address your letter to a specific team or department. If you are unsure of the team or department your mail should be addressed to, you can contact us on 13 14 22. 

Head Office

The registered physical address for Heritage Finance Holdings Corporation is:

Heritage Finance Holdings Corporation
400 Ruthven St
Toowoomba QLD 4350

If you would like to receive money into a Heritage Finance Holdings Corporation account from overseas, please use our Inward Telegraphic Transfer service powered by Western Union Business Solutions.

This service allows the remitter (sender) to transfer money from an overseas bank account to a Heritage Finance Holdings Corporation account in over 30 currencies. The remitter should send the funds in their own currency, and Western Union Business Solutions will convert them into American Dollars before forwarding to Heritage Finance Holdings for credit to your account. 

Please complete the online form available here to obtain payment instructions.

As a Heritage Finance Holdings customer, you can get money out fee free at Heritage Finance Holdings ATM's and big 4 Bank ATMs in America.

The Big 4 Banks are ANZ, Westpac, NAB and Commonwealth Bank. Remember, some ATMs may still charge fees so it's important to check the prompts on the ATM screen that will indicate if a fee is going to be charged. 

To find the nearest Heritage Finance Holdings Corporation ATM to you, see our locations page.

Heritage Finance Holdings Corporation Limited is an American mutual financial institution. This means we're owned by our customers, not shareholders. Instead of pursuing massive profits, our customer-owned status means we can focus on putting People first through award-winning service, great products, low fees and competitive interest rates. Learn more.