frequently asked questions about credit cards

Transferring an existing balance

I applied for a balance transfer on my credit card application. When will this be processed?

Your balance transfer will be processed when you activate your credit card.  If there are any issues with processing your balance transfer we will contact you.

When will my promotional Balance Transfer offer expire?

At the base of your statement is a summary box which displays the number of months remaining on your promotional balance transfer.  When this number is 1, you will need to ensure that you pay this current statement balance in full to avoid incurring any interest at the current purchase rate.

I am an existing customer. How do I take advantage of advertised balance transfer promotions?

Advertised balance transfer promotions are for new customers and existing customers if they don’t already have the product.

Bankwest do send balance transfer promotions to existing credit card customers, so check with us to make sure that you have opted in to receive offers.

Payments and interest

How is interest calculated?

Interest is calculated on the average daily unpaid balance from your previous statement using the annual percentage rates outlined in your Schedule.  If you have been charged interest, it will be displayed on your statement as follows:

• Debit Interest Purchase - This is charged on any purchases made on your credit card. See How do I take advantage of the 55 days interest free on purchases? for more information.
• Debit Interest Cash - This is charged when you make a cash advance. This is charged from the day you complete the advance, no interest free period applies.
• Debit Interest Special - This is charged on balance transfers and any time you have a promotional rate on your account. You may see more than one entry for this.

If you require further information, view section 24 of the Bankwest Credit Card Conditions of Use (PDF) brochure.

How often should I make a payment?

You must make a monthly payment between your statement date and your Payment Due Date.  Please check each statement carefully for the Minimum Due and ensure that a payment reaches us between these dates.

Payments made prior to the statement date do not count towards the Minimum Due.

If you require further information, view the Bankwest Credit Card Conditions of Use (PDF) brochure.

How are my payments allocated?

Payments are allocated in the order of interest, fees and then transactions.  Payments will be applied to interest, fees and transactions on your most recent statement first and then to any interest, fees and transactions applied since your most recent statement date.

Bankwest will allocate payments to the amounts which attract the lowest rate of interest first and then in ascending order to the amounts which attract the highest interest rate.

How do I take advantage of the 55 days interest free on purchases?

To take advantage of the interest free period on purchases, you will need to pay your total statement balance in full (including any cash or balance transfer balances) by the Payment Due Date.  Any outstanding balance at the Payment Due Date will be charged interest from the date that the purchase was made.

Can I change the date that I receive my statement?

Yes. You can change the date that you receive your statement to best suit your lifestyle. Changing the statement date will also change the due date, so please check the new Payment Due Date on your statement to avoid missing a payment.

What happens when I make a cash advance on my credit card?

Cash advance interest will accrue from the day the advance is completed. A cash advance fee will be charged according to the amount withdrawn. To stop cash advance interest accruing, a payout figure will need to be obtained by calling 13 17 18 or popping into any Bankwest store.

What details will I require if I want to pay my Bankwest credit card using BPAY®?

You will need to use the Bankwest Biller Code (9100) and your credit card number for the reference.

Please note: if you are making the payment on the credit card payment due date, please ensure it is before the cut off time (of the Financial Institution your payment is coming from) to avoid your payment being received late. We recommend you check with the Financial Institution you are making the payment from to find out what their cut off time is.

® Registered to BPAY Pty Ltd ABN 69 079 137 518

If I change my credit card number, are payments transferred over?

If you have any regular payments to your account, you will need to contact the merchant concerned directly and advise them of your new account number and expiry date. If you would like more information, including a letter template you can fill out and send to the merchant, please visit bankwest.com.au/regularpayments

Credit card security

Can Bankwest send a credit card to a PO Box address?

For security reasons, Bankwest can only send cards to a residential address.  Please ensure that you provide us with a residential address at application.

What do I do if I do not recognise a transaction on my account?

We recommend you check your receipts and any direct debit agreements and ask your Additional Cardholder(s) if the transaction is theirs. If you still haven't identified the transaction, you should complete the Transaction Dispute Form and return by:

• faxing it to us on the number on the form;
• mailing it to Bankwest Card Services, Reply Paid, PO Box 8411, Perth BC WA 6849; or
• popping into any Bankwest store.

What does 'Authorisation only' mean?

When you make a purchase the funds are reserved on your account as 'Authorisation only'. The merchant then submits a claim for the funds and once this has been received, the merchants name will appear next to the transaction.

Why was I able to complete a transaction without entering my PIN or signing?

MasterCard has introduced a program called Quick Payment Service (QPS) which eliminates the need for cardholders to sign or enter a PIN when making a transaction of $35 or less at participating merchants.

These transactions are processed through the secure Bankwest and MasterCard MasterCard networks and with MasterCard's Zero Liability protection you are covered from the costs of unauthorised transactions as long as you do everything you can to protect yourself from fraud.

Understanding fees

Why have I been charged a Late Fee?

You must make the minimum payment detailed on your current statement by the Payment Due Date, otherwise a Late Fee will be charged. Setting up a direct debit for the minimum or full statement balance is a simple way to avoid charges. See Direct Debit Form (PDF, 595KB) for more details.

Why has my balance been allowed to go overlimit?

To avoid any embarrassment on your part with a transaction being refused, we will sometimes approve transactions over your agreed limit.  This decision is linked to how you manage your credit card account and any associated risk that Bankwest identifies.

Can I increase my credit limit?

You can ask for an increase to your credit limit any time.  We will assess your account on a monthly basis and you may be eligible for a credit limit increase. If you provide your consent to receiving credit limit increase invitations, you may also receive notification via online banking that you may be eligible for a credit limit increase.

When am I charged my Annual Fee?

Your Annual Fee is charged on the anniversary of your card opening.  The fee is charged automatically and is a one off payment in advance for maintaining that credit facility.  If you close your account part way through a year, no part of the fee will be refunded.

Rewards

How can I find out more information about the Bankwest More Rewards program?

To find out more about how to redeem points and the rewards available, please refer to the FAQs on the Bankwest More Rewards website www.bankwestmorerewards.com.au .

This is general information. Further information about our Credit Cards is outlined in our Conditions of Use (PDF) and Credit Card Account Access Conditions of Use (PDF).

Using a chip credit card

What is a chip credit card?

A chip credit card has an embedded security microchip. Your card has all the same benefits as a magnetic stripe credit card but with one major difference. The secure chip provides greater security because it is more difficult to fraudulently copy the details of your card.

However, there are still a large number of magnetic stripe only terminals in the world. So to ensure you can transact anywhere you go, your chip card also comes with a magnetic stripe.

What information does the chip contain?

The chip securely stores the data previously held on the magnetic stripe on the back of your card (e.g. cardholder name, card number and expiry date).  This data is stored in a secure format within the chip.  The chip does not hold any further personal information about you or any additional cardholders.

How do I know if I have a chip card?

You will be able to see the chip on your card - a small metallic square on the left-hand side of your card above your card number. You will receive a Bankwest chip credit card brochure with your new Bankwest chip credit card which explains the additional features of your card.

What are the benefits of a chip credit card?

A credit card with a security chip is more secure than one with just the magnetic stripe on the back of the card, as the security chip makes it more difficult to fraudulently copy the credit card details.

Chip technology is fast becoming the global standard for credit card security and is a more effective counter-measure against counterfeit and skimming fraud. In Europe and Asia, it is already being widely used and has proven to be effective in preventing fraud.

How does credit card chip security work?

Chip credit cards are embedded with a microchip. This enhances the security of credit card transactions and helps protect your credit card from fraudulent usage. The chip contains security data and software that ensures every transaction you make is extensively authenticated.

How does the chip provide additional security and help to prevent fraud?

Chip credit cards store encrypted information, which significantly helps to protect the card against counterfeit fraud. A chip transaction generates a unique transaction code and because each transaction generates a different ID, this makes the counterfeit production of the card more difficult. It does not use any additional personal data.

Are chip cards 100% secure?

Chip represents the highest level of security currently available to protect payment information and prevent fraud. Chip cards employ a range of security features and measures that work together to protect your card.

How do I use my chip credit card?

In Australia, payment terminals are being progressively upgraded to support chip processing. As more retailers update their terminals to the new chip terminals, there will be slight changes to the way the process works.

At a chip terminal:

• Your chip credit card will be inserted into the card reader on the terminal
• The card will need to remain in the terminal while the transaction takes place
• You can either enter your PIN or sign to authorise the transaction
• Once the transaction has been accepted, your card will be returned to you with a receipt

Follow the prompts on the terminal and the merchant will guide you through this process

At a magnetic stripe terminal:

• Use your chip credit card just like you use your magnetic stripe card. Swipe it at the terminal and sign or enter your PIN.

Where do I find a chip terminal?

In Australia, payment terminals are being progressively upgraded to support chip processing. Some retailers are using stickers that show that the terminal now accepts chip.

What about using my chip card online?

Chip credit cards do not provide extra security for online shopping. If you're worried about card security, only shop online with reputable merchants who use protective encryption technology to transfer information during the shopping transaction. You should only shop from merchants you know and trust.

To confirm if a merchant is secure look for a website URL that changes from http to https, where the 's' indicates it is a secure site, or a padlock symbol  or a key symbol  is in the bottom left hand corner. This can indicate that the page is secure.

What do I do when I get my new chip credit card?

1. Sign your new chip credit card immediately
2. Activate your card
3. Start using it straight away for all new purchases
4. Please ensure your old card is disposed of securely. We recommend that you cut it up into small pieces before disposing of it.

Please note that if you want to use your new chip card to withdraw cash from ATMs, and currently use a PIN, you can continue to use your existing PIN. If you cannot remember your PIN, please call us on 13 17 18 or visit any Bankwest store.

What should I do if I do not know my PIN?

You were sent a PIN when your Bankwest credit card was issued. If you cannot remember your PIN, please call us on 13 17 18 or visit any Bankwest store.

Remember to keep your PIN a secret

• Don't allow anyone else to use your card, PIN or other security information
• Always memorise your PIN. If you need advice on managing your PIN, please call us
• We will NEVER ask you to disclose your PIN

Do I have to use a PIN to make chip credit card purchases or can I still sign for authorisation?

Within Australia you can choose to use a PIN or sign when verifying your transactions.

If you are travelling overseas, we strongly recommend that you have a PIN on your credit card. Many countries have recently migrated to chip and PIN technology, which means that merchants in those countries may not process your transaction if you do not have a PIN.

If you do not already have a PIN on your card please call us on 13 17 18 or visit your local Bankwest store.

Will my chip credit card work in an ATM?

Yes. There is no change to the way you use an ATM in Australia or overseas. Simply continue your ATM banking requirements as usual. Remember to cover your PIN when you type it in.

I have changed my PIN does this mean I will have to do it again?

No. Your new card will automatically have your PIN stored in the chip so there should be no need to change it again.

What if my chosen PIN doesn't work?

You were sent a PIN when your Bankwest credit card was issued. If you cannot remember your PIN, please call us on 13 17 18 or visit any Bankwest store and we will re-issue it for you. Once received, you can change the PIN at any of our ATMs to the PIN of your choice.

Can I use my chip credit card overseas?

Yes, your chip card can be used overseas in exactly the same locations as your current magnetic stripe card.

I am planning to travel overseas and my Bankwest credit card doesn't have a chip. Can I request a chip credit card?

If your Bankwest credit card is available as a chip card, you can request for a replacement chip card to be issued to you. To request a replacement chip credit card, please call our Customer Help Centre on 13 17 18.

If you are travelling overseas, we strongly recommend that you have a PIN on your credit card. In some countries you may be asked to use your PIN instead of signing to authorise your purchase or you may even be asked for both a PIN and a signature. For this reason, we recommend that you always know your PIN when travelling overseas.

To protect you further please advise the bank when you are travelling overseas. Download and complete ourTravel Notification Form (PDF, 183KB) .

I am travelling overseas. Can I use a non-chip credit card in other countries?

Yes. A credit card without a chip can continue to be used in the same locations as a chip credit card. However, in some countries you may be asked to use your PIN instead of signing to authorise your purchase or you may even be asked for both a PIN and a signature. For this reason, we recommend that you always know your PIN when travelling overseas.

If you require further assistance when overseas please call:

MasterCard Global Assistance: +1 636 722 7111
Visa Global Customer Assistance: +1 443 641 2004

Is there a change to how I use my chip credit card overseas?

Generally, you will use your chip credit card in exactly the same way as your current card.

However, in some countries in Europe, you may be asked to key in your PIN instead of signing to authorise your purchase. For this reason, we recommend that you always know your PIN when travelling overseas.

Many countries have recently migrated to chip and PIN technology. You can still use your card wherever Visa and MasterCard are accepted and most countries will require that you sign for verification of the transaction, as you normally do in Australia.

However merchants in some countries may not process your transaction unless you use your PIN. This is why we strongly recommend you have a PIN on your chip credit card. If you do not already have a PIN on your card, please call us on 13 17 18 or visit any Bankwest store.

Are other countries planning to use chip credit cards?

Chip is fast becoming the global standard for credit card security. Chip cards are now the dominant card type for transactions throughout Europe and Asia. Many countries are in the process of changing over to chip card technology. Visa and MasterCard issuers worldwide have issued more than 700 million chip cards.

Why do chip cards still retain the magnetic stripe?

There are still a large number of magnetic stripe only terminals in the world. So to ensure you can transact anywhere you go, your chip card also comes with a magnetic stripe so that you can use your card when chip card terminals are not available. You will still need your magnetic stripe to support terminals that haven't yet been upgraded to chip technology.

Can I continue to use my magnetic stripe card?

Yes. Although chip cards are becoming more widely used, magnetic stripe cards continue to be the standard type of card issued in Australia and many parts of the world. ATMs and merchant terminals remain fully compatible with both chip and magnetic stripe cards, so your card will continue to work in all the places you currently shop.

How does a chip credit card differ from a card with just a magnetic stripe?

A security chip credit card is more secure than one with just a magnetic stripe on the back of the card, because it is more difficult for someone to fraudulently copy your card.

Does the introduction of chip credit cards mean that the magnetic stripe is not secure?

Protecting your credit card from fraud and theft is very important to us. You should have full confidence in the security of your magnetic stripe cards.  The migration to chip technology represents a further enhancement and evolution of the electronic payments system and is designed to make your credit card even more secure.

MasterCard PayPass

What is MasterCard PayPass?

MasterCard PayPass, the fast way to pay, is a new contactless payment system. It lets you Tap & Go™, so there's no need for a signature or PIN when you make purchases of $100 or less at participating merchants. All you do is 'tap' your card on the PayPass reader, wait for the green light and then 'go'.

Is PayPass secure?

Completely. Thanks to its secure encryption technology, PayPass is as safe as your usual card. Every transaction is processed through the secure Bankwest and MasterCard networks. And because your card never leaves your hand when you make a payment, you're always in control.

Remember, if your wallet is lost or stolen your cash is gone, however if your MasterCard PayPass card is lost or stolen, with MasterCard's Zero Liability protection you are covered from the costs of unauthorised transactions as long as you do everything you can to protect yourself from fraud.

Which Bankwest cards have PayPass?

Bankwest is progressively introducing PayPass on our MasterCard credit card range from March 2011. All new, replacement and reissued MasterCard credit cards will have PayPass.

How do I know if my MasterCard has PayPass?

If your Bankwest card has PayPass you will see the PayPass logo just above the account number on the right hand side of your card.

What are the benefits?

• PayPass provides a quick, easy payment method, thereby improving the overall shopping experience.
• PayPass offers a cash alternative that lets you purchase what you want without being limited to cash on hand.
• Makes you feel more secure, because your card does not have to leave your hand during a transaction.

Where can I use PayPass?

Anywhere you see the PayPass Logo. There are thousands of locations around the world now offering PayPass. These include fast-food restaurants, petrol stations, convenience stores, pharmacies, movie theatres and more.

How far from the PayPass reader should I hold the card?

Your MasterCard PayPass credit card should touch the reader to ensure that it works correctly.

How do I know when a payment has been made?

The lights on the reader will turn green and the reader will display a message confirming your transaction has been successful.

Can I still use the magnetic strip or chip on my PayPass card?

Yes. If the merchant doesn't have a PayPass reader or if you choose not to use it you can still insert or swipe your card and sign or enter your PIN.

Can I tap any MasterCard card to perform a PayPass transaction?

Only MasterCard credit cards with the PayPass logo on them can be used to perform a PayPass transaction. If PayPass is not available on your card, you can still swipe or insert your card and choose to sign or enter your PIN.

How do I know that my transaction is secure?

MasterCard PayPass is as safe as your usual card.

• Because your PayPass card never leaves your hand when you make a payment it means you are in absolute control.
• With PayPass, there are no accidental payments - your card must be tapped against the reader at the checkout to work.
• You also don't need to worry about being billed twice. Even if you tap more than once at the checkout, you'll only get billed once for the purchase.

And MasterCard's Zero Liability protection means cardholders are covered from the costs of unauthorised transactions as long as you do everything you can to protect yourself from fraud.

How do I know if a retailer accepts PayPass?

Any retailer that displays the PayPass Logo can accept contactless payments.

What if my card doesn't work?

• Make sure that your card touches the PayPass reader.
• Ensure there is no other contactless card near the reader at the same time you are performing your transaction.
• Ask the merchant for assistance.
• If your card still doesn't work at one merchant, simply swipe or insert your card into the terminal and choose to sign or enter your PIN.
• If you continue to experience problems please contact Bankwest on 13 17 18 to arrange a replacement card.

Can I accidentally be charged for a PayPass transaction just by walking past a PayPass reader?

No. Your MasterCard PayPass has to touch the reader to work.

Will I receive a receipt for PayPass purchases?

Yes, merchant receipts are available upon request, just like any purchase.

Can I be charged twice if my card has been tapped more than once?

No, Even if you tap more than once, you'll never be billed twice for the same purchase.

Are there any fees for using PayPass?

While standard credit card fees will apply, you won't be charged any additional fees for a PayPass transaction.

Does a PayPass enabled card need to be treated in any special way?

General care should be taken with your PayPass enabled card as with any credit card. If your card is damaged and stops working please contact Bankwest on 13 17 18 to organise a replacement.

Can I disable/turn off the PayPass option?

PayPass is a permanent feature of your MasterCard credit card and can not be turned off. You can choose not to complete a PayPass transaction you can still swipe or insert your card.

Can I use my card at retailers that accept MasterCard but don't have PayPass terminals?

Yes, however you will need to swipe or insert your card depending on the capabilities of the terminal.

Can I insert or swipe my PayPass card for transactions under $100?

Yes, you can still swipe or insert your card and choose to sign or enter a PIN if you don't wish to use PayPass.

Can I use PayPass overseas?

You can use your credit card with PayPass anywhere MasterCard PayPass is accepted. Thousands of locations worldwide now offer PayPass. Customers can still choose to either swipe or insert your card and choose to sign or enter your PIN for overseas transactions.

What happens if I have another contactless card near my Bankwest PayPass MasterCard?

You can keep other contactless cards near your Bankwest PayPass Mastercard without any disruption to the functionality. You will need to remove the card to perform a transaction and touch the PayPass reader.

However, if you have Transperth's SmartRider card you will need to keep it separate from your PayPass card when using it. Transperth's contactless payment system will not be able to detect which plastic to use due to both cards having an antenna. Your Bankwest PayPass MasterCard will not be debited for any Transperth fare.