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Payments & Transactions Service Requests

Payments & Transactions Service Requests are requests that relate to payments and transactions, such as investigating payments and transactions, managing periodical / automatic payments, ordering books and general inquiries.

  • Approval of Payments & Transactions Service Requests can only be performed by a user with the 'Service Request - Transact' role.
  • ANZ Transactive - Global sites with dual and triple Administrator models will need 2 users to approve a service request, while sites with a single Administrator models will need 1 user.

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Payments & Transactions Service Requests screen
The Payments & Transactions Service Requests screen provides you with a list of all your current and past service requests that have been submitted for processing as well as those that have been completed, including:
  • General Enquiries
  • Trace Payments & Transactions
  • Investigate Payments & Transactions
  • Order Books
  • Manage Periodical/Automatic Payments
  • Manage Direct Debit Transactions
  • Manage Facilities
  • Request Technical Support

Payments___Transactions_Service_Request_Screen_Full.png

Control Bar

CONTROL BAR ITEM DESCRIPTION
View Change the View to My Requests, Requests Awaiting Approval, Requests Requiring Action, Select a Search, Select a Status or you can select and Manage Saved Searches.
New Click New to create a service request.
Search Click Search to display or hide the Advanced Search search criteria fields.
Filter Filter data on the screen. Enter criteria into one or more text boxes that are under each column heading to display matching records.
Export Export the records on screen into a CSV file.
Refresh Refresh the records on screen.
Settings Use Settings to save the selected View as your default view and will be applied upon your next log in.

Columns

  • To sort columns, click the column heading. The column will reorder in ascending order. Click again to order in descending order.
  • To customise the column order, click the column you want to move and then drag and drop the column to your preferred order
  • To hide columns, right-click any column heading and untick the checkboxes that appear next to the column name in the pop-up
  • To reset columns, right-click any column heading, scroll down and click Reset Grid Columns

The application will remember these changes.

COLUMN DESCRIPTION
Request ID System generated Request ID.
Account Number Account Number the service request has been raised against.
Account Name Account Name of the account the service request has been raised against.
Creation Date The date the service request was created.
Created By The name of the user who created the service request.
Last Action Date The date on which the last action was performed on the service request.
Completed Date The date on which the service request was completed.
Request Status The status of the service request.
Request Type The type of service request.
Last Approver 1 The name of the user who has performed the first approval on the service request, if applicable.
Last Approver 2 The name of the user who has performed the second approval on the service request, if applicable.
Your Reference The reference entered by the user who created the service request.
Jurisdiction The jurisdiction of the account the service request has been raised against.
Due By The date the service request is due for completion.
General Enquiry
General Enquiry allows you to raise a general enquiry on an Account or Transaction if your enquiry is not covered by one the existing service requests. For example, you can use this request to enquire on the status of a draft, a special branch request, or what a miscellaneous service fee charge is for.
Account Enquiry
Raise an enquiry on an account. If your enquiry is urgent or time sensitive, please contact the ANZ Customer Service Centre.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Account Enquiry under General Enquiry category
4 Select your account number
5 Enter your enquiry details
  • Enter the details of your enquiry
  • Enter your Contact number
6 If required, enter your reference
7 Click Next
8 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request.png
9 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Transaction Enquiry
Raise an enquiry on a transaction. If your enquiry is urgent or time sensitive (such as dishonoring a transaction), please contact the ANZ Customer Service Centre.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Transaction Enquiry under General Enquiry category
4 Select your account number
5 Enter details to search for a Transaction
  • Enter Post Date or select a date range from the calendar
  • Enter the Credit/Debit or Both indicator
  • Enter the Amount or Amount range
6 Click Search
7 Click the transaction from the grid
8 Enter your enquiry details
9 Enter Contact Number
10 If required, enter your reference
11 Click Next
12 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request.png
13 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Trace Payments & Transactions
Trace Transaction allows you to initiate a trace for transactions on your bank statement, including merchant related transactions.
Trace Transaction
Trace a transaction if your beneficiary is claiming non receipt or you are unable to reconcile a transaction.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Trace Transaction under Trace Payments & Transactions category
4 Select your account number
5 Enter details to search for a Transaction
  • Enter Post Date or select a date range from the calendar
  • Enter the Credit/Debit or Both indicator
  • Enter the Amount or Amount range
6 Click Search
7 Click the transaction from the grid
8 If required, tick the checkbox to Trace a Transaction within a Bulk Amount and complete the beneficiary details:
  • Enter beneficiary Account Name
  • Enter beneficiary BSB number
  • Enter beneficiary Account Number
  • Enter Trace Amount
9 If required, enter your reference
10 Click Next
11 Read and tick the declaration checkbox in the Important Information section
12 Click Next
13 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request.png
14 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
View Transaction Details
View additional remitter details relating to a direct entry credit transaction.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click View Transaction Details under Trace Payments & Transactions category
4 Select your account number
5 Enter details to search for a Transaction
  • Enter Post Date or select a date range from the calendar
  • Enter the Amount or Amount range
6 Click Search
7 Double-Click the transaction view the Transaction Details in a pop-up window
8 Click OK
Investigate Payments & Transactions
Investigate Payments & Transactions allows you to backdate transactions, claim missing deposits, fix cheque encoding errors, recall payments, stop cheques and return incorrect received funds.
Backdate Transaction
Request a transaction to be backdated if an ANZ error caused the transaction to be processed on an incorrect date.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Backdate Transaction under Investigate Payments & Transactions category
4 Select your account number
5 Enter details to search for a Transaction
  • Enter Post Date or select a date range from the calendar
  • Enter the Credit/Debit or Both indicator
  • Enter the Amount or Amount range
6 Click Search
7 Click the transaction from the grid
8 Enter the date to Backdate Transaction
9 Enter reason to Backdate the transaction
10 If required, enter your reference
11 Click Next
12 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request.png
If ANZ requires additional information to process your request and provide an outcome, your request will enter a More Information Required status. View Service Request Details to view the additional information required in the Comments & Supporting documents section and Provide More Information for Service Request.
13 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Claim Missing Deposit
Submit a claim if a cash or cheque deposit into your account is missing or partially missing.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Claim Missing Deposit under Investigate Payments & Transactions category
4 Enter Deposit Date
5 Select Deposit Type
Cash
  1. Select Deposit Method
    • ATM
    • Over the Counter
    • Fast Deposit Bag - Enter Fast Deposit Bag Number
  2. Select Deposited Via type
    • Branch
    • Fast Deposit Bag - not available for ATM or Over the Counter deposit methods
  3. Search and select Branch - required if Branch deposit type is selected
  4. Enter Original Cash Amount Deposited
  5. Enter Missing Cash Amount
Cheque
  1. Select Deposit Method
    • ATM
    • Over the Counter
    • Fast Deposit Bag - Enter Fast Deposit Bag Number
  2. Select Deposited Via type
    • Branch
    • Fast Deposit Bag - not available for ATM or Over the Counter deposit methods
  3. Search and select Branch - required if Branch deposit type is selected
  4. Enter Original Cheque Amount Deposited
  5. Enter Missing Cheque Amount
  6. Enter Approximate Number of Missing Cheques
ANZ only requires the details of five missing cheques to investigate the request. If you have greater than five missing cheques from the deposit, please only provide the details for five cheques..

Enter Missing Cheque Details (up to five cheque details)

  1. Cheque Number
  2. Amount
  3. Payer Bank
  4. Payer Name
Both
Enter the combination of the Cash and Cheque deposit type instructions above.
6  If required, enter your reference
7 Click Next
8 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request.png
9 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Fix Cheque Encoding Error
Request to fix a cheque encoding error when a cheque number or amount has been captured incorrectly.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Fix Cheque Encoding Error under Investigate Payments & Transactions category
4 Select your account number
5 Enter details to search for a Transaction
  • Enter Post Date or select a date range from the calendar
  • Enter the Credit/Debit or Both indicator
  • Enter the Amount or Amount range
6 Click Search
7 Click the transaction from the grid
8 If required, tick the checkbox to Fix a Cheque within a Bulk Deposit and enter the Cheque Encoding details:
  • If Cheque Number is selected enter the Incorrect cheque number and Correct cheque number
  • If Amount is selected enter the Cheque number, Incorrect cheque amount and Incorrect cheque number
9 If required, enter your reference
10 Click Next
11 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request.png
12 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Recall Payment
Request a payment recall if you have made a payment in error and would like the funds to be returned to your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Recall Payment under Investigate Payments & Transactions category
A request to recall a payment should not be initiated for Australian Taxation Office (ATO) or Reserve Bank of Australia (RBA) payments. If the payment has been made to either of these government bodies, please contact the ATO or RBA directly to recall the payment.
4 Select your account number
5 Enter details to search for a Transaction
  • Enter Post Date or select a date range from the calendar
  • Enter the Amount or Amount range
6 Click Search
7 Click the transaction from the grid
8 If required, tick the checkbox to Recall a Payment within a Bulk Amount and complete the beneficiary details:
  • Enter beneficiary Account Name
  • Enter beneficiary BSB number
  • Enter beneficiary Account Number
  • Enter Recall Amount
  • Enter Lodgement Reference
The Logdement Reference will appear as part of the narrative on the debit account, beneficiaries' statement and payment reports.
9 If required, enter your reference
10 Click Next
11 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request.png
12 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Return Incorrectly Received Funds
Request a return of funds if you are unable to reconcile a transaction and would like the funds returned to your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Return Incorrectly Received Funds under Investigate Payments & Transactions category
A request to recall a payment should not be initiated for Australian Taxation Office (ATO) or Reserve Bank of Australia (RBA) payments. If the payment has been made to either of these government bodies, please contact the ATO or RBA directly to recall the payment.
4 Select your account number
5 Enter details to search for a Transaction
  • Enter Post Date or select a date range from the calendar
  • Enter the Amount or Amount range
6 Click Search
7 Click the transaction from the grid
8 If required, tick the checkbox to Recall a Payment within a Bulk Amount and complete the beneficiary details:
  • Enter beneficiary Account Name
  • Enter beneficiary BSB number
  • Enter beneficiary Account Number
  • Enter Recall Amount
  • Enter Lodgement Reference
The Logdement Reference will appear as part of the narrative on the debit account, beneficiaries' statement and payment reports.
9 If required, enter your reference
10 Click Next
11 Read and tick the declaration checkbox in the Important Information section
12 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request.png
13 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Stop Cheque
Request a stop on up to 10 individual cheques or an entire cheque book that has not been presented.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Stop Cheque under Investigate Payments & Transactions category
4 Select your Account Number
5 Select Stop Type
Individual Cheque(s)
  1. Enter Cheque Number
  2. Enter Value amount
  3. Enter Issue Date
  4. Enter Payee Name
  5. If required, enter Notes
  • To add additional cheques, click Add 
  • To remove one or more cheques, select the checkbox next to the Cheque Number and click Remove.
Cheque Book
  1. Select Cheque Book Size
  2. Enter First Serial Number
  3. Enter End Serial Number
  4. If required, enter Notes
Serial number consists of six digits and can be located on your cheque book.
6 Click Review & Submit
7 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Stop_Cheque_status.png
Unsuccessful?
  1. Click View Request Details to view the request detailsStop_Cheque_status.png
  2. Review the Errors and Alerts section for further informationErrors_and_Alerts.png
8 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Stop Cheque - Bulk
Request a stop on a minimum of 11 individual cheques that have not been presented.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Stop Cheque - Bulk under Investigate Payments & Transactions category
4 Download the ANZ Bulk-Stop Cheque template
This will open an excel file.
5 Enter the details in the template, i.e.,
  • Your BSB and Account Number
  • Cheque Numbers
  • Date
  • Amounts
  • Payee Names
  • The account provided in the template must match the account selected within your service request. 
  • All cheques provided in the template must be drawn from the same account.
6 Save your template to your nominated location
7 Upload your excel template and any supporting documents
8 If required, tick Restricted View, to only allow access to the user who uploaded the documents. ANZ recommends using Restricted View for sensitive and/or personal documents.
9 Select your Account Number

If you cannot find the correct account when completing the 'Select Account' section of your service request, please contact the ANZ Customer Service Centre.
10 Read and tick the declaration checkbox in the Important Information section
11 Click Submit
12 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request.png
13 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Order Books
Order Books allows you to raise a request to order a cheque book or deposit book to be printed and delivered to your nominated address.
Order Cheque Book
Order a cheque book for your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Order Cheque Book under Order Books category
4 Select your account number
5 Enter your Cheque Book Details
  • Number of Books
  • Book Size (50, 100, 200 cheques per book)
  • Choose Cheque Type:
    • Not Negotiable
    • Negotiable
  • Choose option for Custom Serial Numbers
    • If Yes - enter Starting Cheque Number
  • If required, enter additional Personalisation
6 Enter Deliver Details
  • Attention To - name of the contact person to receive the cheque book
  • If required, choose Company Name
  • If required, choose Delivery Address
  • Select Postage Method
    • Standard Post
    • Express Post
      • If required, please choose Billing Division
7 Click Review & Submit
8 Review the details and click Submit
RESULT: Your request has either been submitted for approval (if new address order) or to the bank for processing. Submitted_cheque_book_request.png
For new address orders, once submitted, your service request will require to be approved by user(s) with the appropriate Service Request User Permissions before being sent to ANZ for processing. Please refer to Approve and Reject Service Request.
9 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Order Deposit Book
Order a deposit book for your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Order Deposit Book under Order Books category
4 Select your account number
5 Enter your Book Type and Depodit Book Details
  • Number of Books
  • Book Size (50, 100 pages per book)
  • If required, enter additional Personalisation
6 Enter Deliver Details
  • Attention To - name of the contact person to receive the deposit book
  • If required, choose Company Name
  • If required, choose Delivery Address
  • Select Postage Method
    • Standard Post
    • Express Post
      • If required, please choose Billing Division
7 Click Review & Submit
8 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_cheque_book_request.png
9 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Manage Periodical/Automatic Payments
Manage Periodical/Automatic Payments service request will allow you to ‘add’, ‘amend’, ‘suspend’, and ‘close’ an automatic periodical payment setup on your accounts to beneficiaries at any Australian bank.
Suspend Periodical/Automatic Payment
Suspend a periodical/automatic payment on your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Suspend Periodic/Automatic Payment under Manage Periodical/Automatic Payments category
4 Select your account number
5
Australia
Enter Existing Periodical Payment Details
  • Serial Number
  • Payment Reference
  • Amount - currency will default to the account currency

Select Suspend Dates
  • Suspend On date
  • Unsuspend On date
New Zealand
Select Payment
  • Click Add to search and select one payment

Select Suspend Option

  • Suspend For number of Payment(s)
6 If required, enter your reference
7 Click Next
8 Read and tick the declaration checkbox in the Important Information section
9 Review the details and click Submit
RESULT: Your request has been submitted for approval. Submitted_request_-_Periodic.png
Once submitted, your service request will require to be approved by user(s) with the appropriate Service Request User Permissions before being sent to ANZ for processing. Please refer to Approve and Reject Service Request.
10 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Close Periodical/Automatic Payment
Close a periodical/automatic payment on your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Close Periodic/Automatic Payment under Manage Periodical/Automatic Payments category
4 Select your account number
5
Australia
Enter Periodical Payment Details
  • Serial Number
  • Payee Account Number
  • Payment Reference
  • Amount - currency will default to the account currency
  • Close Date
New Zealand
Select Payment(s)
  • Click Add to search and select up to 10 payments
Select Close Option
  • Close immediately
  • Close on date - enter close date
6 If required, enter your reference
7 Click Next
8 Read and tick the declaration checkbox in the Important Information section
9 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request_-_Periodic.png
10 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Add Periodical/Automatic Payment
Add a periodical/automatic payment on your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Add Periodic/Automatic Payment under Manage Periodical/Automatic Payments category
4 Select your account number
5
Australia
Enter Payee Account Details
  • Payee BSB
  • Payee Account Number
  • Payee Account Name
Enter Periodical Payment Details
  • Frequency - e.g., Daily, Weekly, Monthly, Quarterly, Yearly, etc. If required, enter additional fields for specific dates and cycles.
  • Amount - currency will default to the account currency
  • Is a variable payment amount required?
    • No
    • Yes (first payment)
    • Yes (last payment)
  • Payment Reference
  • Payment Start Date
  • Last Payment Date
New Zealand
Enter Payee Account Details
  • Payee Account Number
  • Payee Account Name
Enter Payment Details
  • Frequency - e.g., Daily, Weekly, Monthly, Quarterly, Yearly, etc. If required, enter additional fields for specific dates and cycles.
  • Amount - currency will default to the account currency
  • Payment Start Date
  • Payment End Date
  • Your and Their Statement Details
    • Particulars
    • Code
    • Reference
6 If required, enter your reference
7 Click Next
8 Read and tick the declaration checkbox in the Important Information section
9 Review the details and click Submit
RESULT: Your request has been submitted for approval. Submitted_request_-_Periodic_pending.png
Once submitted, your service request will require to be approved by user(s) with the appropriate Service Request User Permissions before being sent to ANZ for processing. Please refer to Approve and Reject Service Request.
10 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Amend Periodical/Automatic Payment
Amend a periodical/automatic payment on your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Amend Periodic/Automatic Payment under Manage Periodical/Automatic Payments category
4 Select your account number
5
Australia
Enter Existing Periodical Payment Details
  • Serial Number
  • Payment Reference
  • Amount - currency will default to the account currency

Enter New Periodical Payment Details
  • Payee account details
    • Payee BSB
    • Payee account number
    • Payee account name
  • Frequency - e.g., Daily, Weekly, Monthly, Quarterly, Yearly, etc. If required, enter additional fields for specific dates and cycles.
  • Payment reference
  • Last payment date
New Zealand
Select Payment
  • Click Add to search and select one payment

Amend Payment Details

The existing payment details will be populated as default in the below fields. If required, please override details.

  • Payee account number
  • Payee name
  • Frequency - e.g., Daily, Weekly, Monthly, Quarterly, Yearly, etc. If required, enter additional fields for specific dates and cycles.
  • Amount - currency will default to the account currency
  • Next payment date
  • Payment end date
  • Your and Their Statement Details
    • Particulars
    • Code
    • Reference
6 If required, enter your reference
7 Click Next
8 Read and tick the declaration checkbox in the Important Information section
9 Review the details and click Submit
RESULT: Your request has been submitted for approval. Submitted_request_-_Periodic_pending.png
Once submitted, your service request will require to be approved by user(s) with the appropriate Service Request User Permissions before being sent to ANZ for processing. Please refer to Approve and Reject Service Request.
10 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Manage Direct Debit Transactions
Investigate Direct Debit Transaction allows you to investigate direct debits from your nominated accounts. Raise one of the following requests for Direct Debits.
Block Direct Debit User ID
Block a Direct Debit User ID from debiting your account for a specific transaction amount. This is effective for 15 months from the date of request.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Block Direct Debit User ID under Manage Direct Debit Transactions category
4 Select your account number
5 Search for Transaction:
  • Enter specific date or date range
  • Enter amount or amount range
6 Select transaction to block Direct Debit User ID
7 If required, enter your reference
8 Click Next
9 Read and tick the declaration checkbox in the Important Information section
10 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request_-_Periodic.png
11 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Cancel Direct Debit
Request to cancel a direct debit authorisation from your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Cancel Direct Debit under Manage Direct Debit Transactions category
4 Select your account number
5 Search for Transaction:
  • Enter specific date or date range
  • Enter amount or amount range
6 Select transaction to cancel Direct Debit
7 If required, enter your reference
8 Click Next
9 Read and tick the declaration checkbox in the Important Information section
10 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request_-_Periodic.png
11 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Dispute Direct Debit Transactions
Dispute a direct debit transaction and request the funds to be returned to your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Dispute Direct Debit Transaction under Manage Direct Debit Transactions category
4

Select your dispute reason:

  • Incorrect debit - double debit
  • Incorrect amount - overcharged
  • Incorrect debit - amount paid off
  • Incorrect debit - authority cancelled
  • Incorrect debit - multiple debits for once off payment authority
  • Incorrect account - account details updated
  • Unauthorised transaction
5

Select your account number
6 Search for Transaction:
  • Enter specific date or date range
  • Enter amount or amount range
 7 Select transaction to dispute Direct Debit transaction
 8 If required, enter your reference
 9 Click Next
 10 Read and tick the declaration checkbox in the Important Information section
11 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request_-_Periodic.png
12 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Request Direct Debit Authorisation
Request a copy of the direct debit authorisation agreement associated with direct debit transactions on your account.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click Request Direct Debit Authorisation under Manage Direct Debit Transactions category
4 Select your account number
5 Search for Transaction:
  • Enter specific date or date range
  • Enter amount or amount range
6 Select transaction to request Direct Debit authorisation
7 If required, enter your reference
8 Click Next
9 Read and tick the declaration checkbox in the Important Information section
10 Review the details and click Submit
RESULT: Your request has been submitted to the bank for processing. Submitted_request_-_Periodic.png
11 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen
Request Technical Support
After Hours Technical Support
Request technical support for an issue impacting ANZ digital services outside of operating hours.
STEP ACTION
1 Click Service Requests > Payment & Transactions from the menu
2 Click New on the control bar
3 Click After Hours Technical Support under Request Technical Support category
4 Select ANZ Digital Channel impacted:
  • Transactive Global
  • Fileactive
5 Enter Digital Channel site name and ID
6 Choose Issue Identified With:
  • Log on/Connectivity
  • Payments
  • Reporting/File Delivery
7 Enter Issue Description
8 Enter Primary Contact Details:
  • Government Legal Entity
  • Contact Number
  • If required, add secondary contact details
    • Full Name
    • Contact Number
    • Email Address
9 If required, enter your reference
10 Click Next
11 Review the details and click Submit
RESULT: Your request has been submitted and a technical support specialist will reach out to the nominated contact(s) within 30 minutes. Submitted_request_-_Tech_Assist.png
12 In the confirmation pop-up window, choose your next course of action:
  • Click View Request Details to view the request details
  • Click Raise another Service Request to go to the Create Service Requests screen
  • Click Ok to return to the Payments & Transactions Service Requests screen