Ways to pay

Before lodging a dispute, please:

• Confirm the transaction doesn't match a purchase you made by checking your statement. It may have been processed under a different merchant name or amount.
• Make sure the transaction was not processed by a joint account or additional card holder.

Learn more

If the dispute relates to an authorised transaction (for example, you paid for goods or services you never received), or you have successfully purchased from the merchant previously, it can be helpful to contact them first to try and resolve the issue directly.

If you have had a fraudulent transaction made on your account, had no luck resolving the dispute with a merchant, or made a payment in error, we can help you dispute it.

To begin the dispute process, please contact us with the details of the transaction you want to dispute and the reason why. You can get in touch with us in the following ways:

• Send us a secure message in internet banking or the mobile app.
• Call us on 13 25 77 during business hours.

We’ll ask you for some more information about the transaction to determine the best resolution path. After confirming whether the transaction was unauthorised, we may request additional documentation. We will acknowledge receipt of your dispute and work to resolve the matter as quickly as possible.

For payments

If the payment you are disputing is due to an incorrect funds transfer or BPAY payment, you can complete a mistaken internet payment form online.

If you want to recall or trace a payment, please contact us on 13 25 77 or visit your nearest branch.

If your card was stolen

If your card has been stolen, report the theft to the police and obtain a police report number.

If you suspect your card has been compromised

Lock your card using internet banking or the mobile app. Alternatively, contact our fraud department 24/7 on 1300 705 750.

If you suspect your device has been compromised

Contact us as soon as possible and request we put a freeze on your accounts. Learn more about remote access scams.

If you need to update or cancel a regular direct debit from your account you should contact the service provider directly. If debiting from a bank account (and not a credit card) you can contact us on 13 25 77 and we can assist.

If the debit is being processed on your Visa Credit card, please contact the service provider directly.  

If the debit is being processed from a debit account, please complete the Direct Debit Alteration/Cancellation form and return it to us. 

Forms can be returned via:

• Secure Mail via internet banking, Services > Secure Mail
• Post to PO Box 8609, Perth BC WA 6849
• In person at one of our branches

Download Direct Debit Alteration/Cancellation form - PDF (30 kB)

A PayID is a unique identifier such as your mobile phone number or email address which is directly linked to your bank account, so that you can easily and safely receive payments.

When a family member, friend or colleague needs to pay you, instead of giving them your bank account number and BSB, simply ask them to send it your PayID e.g. your mobile phone number.

The days of having to exchange your BSB and account numbers are gone, and you can now share your PayID instead. However, if you don't want to use a Pay ID, you can continue to use your account details to receive funds as you have previously.

You can set up more than one PayID if you wish, just link your mobile number to one account and your email address to another. 

You can register a PayID through internet banking under Accounts > Manage Pay IDs or in the mobile app under Pay > Manage PayID.

How do I register a PayID?

Osko by BPAY is the fast, simple way to pay or get paid more conveniently. As a P&N Bank member you can send and receive faster, simpler and smarter payments using Osko through internet banking or the mobile app. 

It enables you to pay in real-time with funds available almost immediately, regardless of financial institution and time of day or week. It will also enable you to send a 280-character description with your payment, making it easier for both parties to know what the money is for. If your payment uses Osko you'll see the Osko symbol appear.

Faster payments through Osko

As long as you're sending funds to a participating bank, Osko will ensure your money reaches its destination in near real time. If you're sending funds to a bank not using the New Payments Platform (NPP), your payment will be sent via direct entry channels, which may take up to three working days.

There are no additional costs to members for using Osko and the New Payments Platform. It's a safe and secure way to send funds, and all payments made using this service will be monitored by the same high levels of security that our existing transactions are.

And best of all payments sent securely to a PayID are sent in real time using Osko. Find out more about PayID.

The easiest way to send money overseas is to use internet banking or the mobile app. Overseas payments can be made online using the International Payment Service, powered by Convera

International transfer fees

• International transfer using mobile app or internet banking: $15.00
• Telegraphic transfer in foreign currency: $30.00
• Telegraphic transfer in Australian dollars: $45.00

A telegraphic transfer can also be requested at any one of our branches. 

Please call us on 13 25 77 if you require any help setting up and using international transfers.