Direct Debit Remediation
Why did I receive a payment regarding the Direct Debit or Suncorp Account Scheduled transfer for my loan?
Suncorp has several loan technology systems, with different functionality for processing Direct Debit payments and Suncorp account Scheduled transfers. We recently reviewed loan accounts and identified some customers, including you, who may have had their Direct Debits or Suncorp account Scheduled transfers incorrectly set up in our systems. This could have affected the way these Direct Debits or Scheduled transfers operated to meet that loan’s minimum monthly repayment or instalment. We reviewed these loans and calculated the amount owed to you.
The payment you receive is the amount owed to all parties of the loan. It is made up of any additional interest or fees charged that would have been incurred.
Do I need to do anything?
We want to make this as easy as possible for you.
For open loans, you do not need to do anything. We are refunding the amount we owe you directly onto the loan account, using the account reference SuncorpRefundDDR. If your refund was made up of multiple payments, this is detailed in our letter to you.
For closed loans, we may require further instructions from you. If we were able to identify a suitable account we have on file for you, we provided details of this account in our email / letter to you. If you are happy with us paying the refund to this account, no action is necessary, payment will be made within 21 days of our communication. If you no longer hold this account please notify us of alternative account details promptly within 21 days.
If our email / letter to you explained that we were not able to find a suitable account on file or you wish to provide alternative account details to those specified in our communication, contact us:
- By email: SuncorpBankRemediation@suncorp.com.au;
- By post:
Suncorp Bank Remediation,
GPO Box 1453,
Brisbane Qld 4001;
- By phone: home and personal loans 1800 329 110 or business loans phone 13 11 55 selecting Banking > Business Banking;
- By visiting any branch (home and personal loans);
- By contacting your relationship manager or existing contact point (business loans).
Once we receive your account details, payment will be made within 21 days, using the reference SuncorpRefundDDR.
How was the remediation calculated?
Suncorp is committed to providing you with a fair remediation and Direct debit and Suncorp transfer payment facilities which operate correctly. We will restore you to the position you would have been in had the correct direct debits or Suncorp scheduled transfers been used. Suncorp engaged specialist partners to ensure a fair and impartial investigation of every involved loan.
The payment you received included all additional interest and fees that may have been incurred on the loan as a result of our error. In addition, we calculated and included any additional loan interest that might have further accrued on each item as well as any foregone interest that could have accrued up until the point you have been paid.
Will this affect my Direct Debit or Suncorp Transfer payments?
Your payments will continue as they did previously.
In a changing rates environment, we recommend you regularly review your Direct Debits and scheduled payments to make sure you are still meeting your minimum loan repayment obligations.
You can review your Suncorp Transfer payments and change them using the Suncorp App and Internet Banking.
Home and Personal loans: You can review and change your Direct Debit arrangements by calling us, or by visiting a branch. For more information about how you can manage your home and personal loan repayments please visit Manage your home loan repayments.
Business Loan Products: You can review and change your Direct Debit arrangements with your relationship manager or existing contact point. Alternatively, you can contact us by phone on 13 11 55 selecting > Business Banking > Lending, we’ll be happy to help.
If you would like more information about the Direct Debit remediation program, please get in touch with us.
- Home and Personal Loans Phone: 1800 329 110 from 9.00am – 5:00pm (AEST/AEDT), Monday to Friday or visit your local branch and we will be happy to help.
- Business Loan Products: Please contact your relationship manager or existing contact point. Alternatively, you can contact us by phone on 13 11 55 selecting Banking > Business Banking > Lending, we’ll be happy to help.
If you are not satisfied with our response and wish to discuss it further through our internal review process, please contact Suncorp’s Customer Relations team via email at email@example.com or call 1800 329 110.
Then, if you are not satisfied with our internal response, you can request a further review with the Australian Financial Complaints Authority (AFCA). Simply visit www.afca.org.au, email firstname.lastname@example.org, call 1800 329 110 (free call) or write to GPO Box 3, Melbourne VIC 3001.