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Below you'll find the answers to commonly asked questions. If you have any more questions please contact us. 

 

How to register for Internet Banking?

To register for Internet Banking you can apply online by filling out the Internet Banking form. Alternatively, you can request a form over the phone by calling us on 13 61 91 or pop into your local branch.

If you choose to register for Internet Banking via the online application form, within 48 hours you will receive an email from us confirming your application. Your access code will only be given to you over the phone and only once you have been appropriately identified you will then be able to log on to Internet Banking using your member number and access code.

 

How to activate a card on the website?

If you are registered for Internet Banking you can activate your card online. Simply log on to Internet Banking, click the ‘Services & Help’ tab and select ‘Card Activation’. Type in your new card number and expiry date and then press ACTIVATE.

If you are not registered for internet banking you can activate your card by calling our contact centre on 13 61 91 (Mon-Fri 8am - 7pm and Sat 8:30 - 11:30am) or pop into your local branch. 

 

What is our BSB number?

The BSB is 802 084.

 

What is my account number?

Your Account number is your Member number, and you may find it printed on your statements. If you do not have any statements available, you need to call us on 13 61 91 or pop into your local branch in order to retrieve your account number.

 

How do I find my external account number?

Your internal Account number is your Member number. The external account number corresponding to each of your accounts may be found in the Internet Banking, under Services & Help / BSB Information.

 

What is my member number?

You may find your Member number printed on your statements. If you do not have any statements available, you need to call us on 13 61 91 or pop into your local branch in order to retrieve your account number.

 

How to check what funds I have available to redraw?

The funds available to redraw are displayed in your Internet Banking account and your Mobile Banking app, if you are registered for Internet Banking.

 

How do I change my card PIN number?

You may change the PIN number of your card in the Cards section of the Mobile Banking app, or at a branch.

 

What to do if I forgot my card PIN?

If you forgot your cards’ PIN number, you need to visit a branch, bringing your physical card with you. Your identity will be verified by the branch members and you will be able to set up a new PIN number. 

 

Can I send or receive a SWIFT payment?

For details on sending or receiving SWIFT payments please visit https://www.comtax.com.au/send-and-receive-money.

 

How do I report a lost or stolen card?

To report lost or stolen cards during business hours (Mon-Fri: 8am - 7pm, Saturday: 8.30am - 11.30am), please call us on 13 61 91. Outside of business hours please call 1800 648 027. If you are overseas and you want to report your lost or stolen Visa card, please visit www.visa.com.au/support/consumer/lost-stolen-card.html

You can also use the Mobile Banking app to report a card lost or stolen by selecting the ‘Cards’ option from the ‘Home’ screen, and then selecting ‘Report Lost or Stolen Card’. This will cause all transactions attempted on the card to be declined, including any recurring payments, balance updates and transfers performed via the Mobile Banking app. 

 

How do I dispute a transaction?

Is there a transaction on your credit or debit card that you don’t think you made? Some merchants have trading names that differ from their business names, company names or brand names.

You can search online to find out about the merchant’s name on your statement. That should show you any other business names that merchant uses and maybe you will see a name you recognise. If you are sure you have not authorised the transaction and you need to raise a dispute, please visit https://www.scu.net.au/card-transaction-dispute

 

How do I change the password for Internet Banking?

Internet Banking will allow three login attempts before blocking access to your accounts.
To reset your Internet Banking password, contact your branch or call our member Contact Centre on 13 61 91 during business hours (Mon-Fri: 8am - 7pm, Saturday: 8.30am - 11.30am). 

 

What can I do if I forget my Mobile App passcode?

If you forgot your Mobile Banking App passcode, you will need to uninstall the app first. You will then need to re-install the app from the App Store and register the app again using your member number and Internet Banking password.

 

Can I stop or cancel a transaction while it is in pending?

You're unable to stop or cancel the transaction until it is complete. It generally takes 3 to 5 business days to process a transaction, although it can take up to 10 business days or longer. You need to wait until the transaction is complete and is no longer a pending transaction if you wish to dispute it.

 

How do I cancel a direct debit?

To stop or alter a Direct Debit, just:

  • call our contact centre on 13 61 91
  • email us at enquiries@scu.net.au
  • write to us at PO Box 444 Blacktown NSW, 2148
  • visit a branch and let our staff know

at least three (3) business days before the next payment is to be made. We recommend that you also let the direct debit supplier know as well.

 

Can anyone become a member?

To join and become a member you will need to subscribe for a 1 ($0.00) member share in the Credit Union. For more details and how to apply, please check https://www.comtax.com.au/AboutUs/BecomeAMember.

 

How much money can I withdraw from an ATM in one day?

You can withdraw up to your daily card cash withdrawal limit, please contact your financial institution to confirm this amount.

 

Is there a limit for BPay transactions?

A limit of $5,000 applies per day for BPAY transactions.

 

Is there a cut off time for BPAY payments?

Payments made before 4.00pm (EST) on a business day will be forwarded on the same day. Payments made after this time will be forwarded on the next working day.

 

What is our cheque deposit clearance period?

All cheques drawn on an Australian bank in AUD are generally cleared within 3-4 business days. Foreign chequess require 45 days plus.

 

Do you cardless cash?

Currently there is no cardless cash facility. We intend to add this feature in a future release of the Mobile Banking App.

 

 

What's the deposit clearance period?

All cheques drawn on an Australian bank in AUD are generally cleared within 3-4 business days. Foreign chequess require 45 days plus.

 

Do I need to notify the Credit Union prior to Traveling overseas?

To make sure your cards stay active while you’re away, you can let us know your travel plans in the Mobile Banking mobile app, calling us on 13 61 91, or visiting us in-branch before you go.

 

How do I access to online statements?

To set up access to your online statements, you need to complete a registration form. For details please click here

 

Where do I find online statements?

If you are registered for Internet Banking, simply log on, click the ‘Accounts’ tab and select ‘Online Statements’ to find your online statements.