OzForex Prepaid Travel Card - CLOSURE

CLOSING 30 November 2015

The OzForex Pre-Paid Travel Card is to be withdrawn from the market on 30 November 2015 by OzForex and Macquarie Bank

We would like to thank customers of the OzForex Pre-Paid Travel Card and we apologise for any inconvenience this closure may cause.

Due to the closure of the OzForex Pre-Paid Travel Card, the Terms and Conditions (set out in the PDS) have been amended so that from 1 September 2015, funds cannot be loaded to the Card Account. 

New applications and new card activations

Sorry we are no longer accepting either new applications or new card activations.
For any partial applications please note that all personal details will be deleted.

Existing Customers

If you already have an activated card you can:

  1. Continue to use your card through to 30 November 2015
  2. Load additional funds on to your card until 1 September 2015
  3. Remove any existing funds from your card

Should you have any further questions, please contact us via email at prepaidinquiry@macquarie.com


If you are unable to find the answer to your Travel Card query below please contact us on:

1300 640 384 or prepaidinquiry@macquarie.com  

 

Travel Card closure FAQs


Continued use of card (Until closure)

Retrieve funds from my card

 

Continued use of card (until closure)

When will my card cease to work?

You can continue to use your card up until 30 November 2015. We suggest, however, that you cease to use your card and make arrangements to retrieve any remaining balance as soon as possible. From 1 September 2015 you will no longer be able to load new funds onto your card.

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What is the final closure date?

30 November 2015

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AnchorWhat happens if I still have funds remaining on my card after the 30th of November?

Any funds remaining at 30 November 2015 will be treated in accordance with the OzForex Travel Card Terms and Conditions (set out in the PDS) and the unclaimed monies regulations.

To retrieve your funds after the closure date, please contact us on 1300 640 384 to arrange an Electronic Funds Transfer in accordance with clause 16.2 of the Terms and Conditions (as set out in the PDS).

If you have a positive balance on your travel card account and it remains inactive for three years, it may be considered unclaimed money under the Banking Act 1959. If the sum of any unclaimed money in your travel card account is greater than $500, we may be required to transfer your balance to ASIC.  Please refer to the Moneysmart website for further information about unclaimed money.

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How can I access my transaction history?

Up until 30 November 2015, all transaction history will be available via the secure customer portal. Cardholders are encouraged to download their transaction history from the customer portal prior to 30 November 2015.

After 30 November 2015, you will need to contact us on 1300 640 384 to request your transaction history.

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Can I still load funds onto my card?

You will not be able to load new funds onto your card from 1 September 2015. See the notice of change to the OzForex Travel Card Terms and Conditions for more information.

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I want to raise a concern about a transaction on my account – how can I do this?

Please contact us on 1300 640 384 to discuss your concern with a member of our team who can assist you.

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I’ve already raised a concern about a transaction on my account – how does the closure of the card impact this?

Any outstanding client matters will continue to be handled under the existing processes until they are finalised. Please contact us on 1300 640 384 if you would like to discuss your matter further.

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What happens if I cannot login to my account?

Please request a password reset or username reminder via the customer portal login page.

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What happens if I wish to spend my balance in store but I have forgotten my PIN?

If you have forgotten your PIN, please follow these steps:

1. Log into the customer portal

2. Click on the My Settings tab

3. Click on the Reset Card PIN function on the left hand menu

4. Select the relevant card that you want to set the PIN for and click Submit to proceed

5. You should see a dial pad. You can use this or you can type in your 4-digit PIN

6. You will need to enter the PIN again under the Confirm PIN box

7. Click Submit again to set the PIN

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I am unable to locate my cards, what should I do?

Please login to the customer portal and request an Electronic Funds Transfer to your nominated Australian bank account.

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What if my cards have expired?

Please login to the customer portal and request an Electronic Funds Transfer to your nominated Australian bank account.

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Retrieve funds from my card

How do I retrieve the remaining balance from my travel card?

If you are travelling overseas, you can spend the remaining funds or withdraw them from an ATM.

If you are in Australia, please convert all of your funds into Australian dollars. You will then have three options to obtain your funds prior to 30th November 2015:

1. Withdraw your balance from an ATM

2. Spend the balance down

3. Arrange to have the balance electronically transferred to your Australian bank account (see instructions below) 

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How are funds electronically transferred to my Australian bank account? 

Before 7 September 2015:

Please convert all of your funds into Australian dollars. You can then call our customer service team on 1300 640 384 to provide your details.

From 7 September 2015:

To arrange an Electronic Funds Transfer payment to your Australian bank account, please follow these steps:

1. Convert all of your funds into Australian dollars and login to the customer portal

2. Select EFT transfer

3. Enter your BSB, account number and account name

OR if the above is not available please call us to provide details

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If I choose to withdraw my funds from an ATM in Australia, will I be charged any fees? 

Fees for ATM withdrawals in Australia will be waived by OzForex from 1 September 2015.

Please note that any applicable ATM operator fees set by the ATM operator may still apply.

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What exchange rate will be used to convert my funds back to Australian dollars? 

The current exchange rate at the time of the currency conversion will be the retail exchange rate.

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How long will it take to receive my funds?

If you withdraw your funds from an ATM you will receive the money immediately.

If you request an Electronic Funds Transfer refund to your Australian bank account, the funds will be returned to your account within 7-21 business days.

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Can I get foreign currency sent to my bank account?

Only Australian dollars can be refunded to your account.

You can convert your funds to Australian dollars through the secure customer portal. so that an EFT refund can be processed.

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Can I have the foreign currency sent to another travel card or multi-currency account?

Unfortunately this is not possible. You will need to transfer your funds into your bank account.

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What should I do with my card? Do I need to destroy it?

Please destroy the card after you have withdrawn any remaining funds and dispose of it.

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I no longer have an AUD account, what should I do?

To retrieve your funds, you can spend the funds in store or online. Alternatively, you can withdraw your funds from an ATM. We apologise for any inconvenience this may cause.

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Disclaimer

The OzForex Travel Card is issued by Macquarie Bank Limited ABN 46 008 583 542, AFSL No. 237502 (MBL). This information is for general information purposes only. It does not take into account any of your potential personal objectives, financial situation or needs. Before acting on this information, you must consider its appropriateness having regard to your own objectives, financial situation and needs and obtain your own independent advice about whether to obtain or continue to hold a Card. You should read and consider the current Product Disclosure Statement ("PDS") available here (which you agree to be provided by accessing this link) before making any decision about whether to acquire or continue to hold a Card. Full terms and conditions are set out in the PDS. Fees and charges may apply if you obtain or continue to hold a Card. OzForex Limited's (ABN 65 092 375 703, AFSL No. 226 484) Financial Services Guide is available here and you agree to its provision to you by accessing this link. MasterCard® and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. BPAY® Registered to BPAY Pty Ltd ABN 69 079 137 518. 

 

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