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FAQ: Using your card
Frequently Asked Questions
How often do I have to make a repayment?
You must make a repayment (if applicable) at least once every month by the due date. This date is clearly marked on your monthly statement. You can make as many payments as often as you like, provided the minimum monthly repayment is made by the due date. If the repayment due date is not a business day, your repayment is due on the next business day.
Refer to the payment slip on your Credit Card statement and ensure you alow suitable time for your payment to be processed.
You can also access your statement details and repayment due date by registering for Credit Cards Online. Please call HSBC on 132 152 (or +61 132 152 from overseas) if you have any questions regarding your repayments. For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
What is the minimum monthly repayment I will have to make?
You must repay a minimum amount every month by the due date shown on your statement. You do not have to make a repayment if your balance is zero or your account is in credit. You may pay all of, or more than the outstanding balance if you wish. The minimum monthly repayment as noted on your statement may not pay off your outstanding balance.
Our current minimum monthly repayment figures are:
| HSBC Credit Card | The higher of $30 or 3% of the outstanding balance |
| HSBC Classic, Gold, Platinum and HSBC Premier | The higher of $20 or 3% of the outstanding balance |
| American Express | The higher of $25 or 3% of the outstanding balance |
If you would like more information about your repayment obligations, including details on how to set up regular repayments to cover the minimum outstanding balance, please call HSBC on 132 152 (or +61 132 152 from overseas). For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
How can I make repayments?
There are a number of ways you can make your credit card repayments, including cheque, cash/EFTPOS, and direct credit/debit. Click on the links below to find out more about your repayment options, or call HSBC on 132 152 (or +61 132 152 from overseas). For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
Credit Cards Online & Phone Banking
- BPAY® direct credit payments (biller code 17095). You will need to register for Credit Cards Online or call us on
132 152 (or +61 132 152 from overseas) to set up a BPAY® payment. Please allow up to two business days for processing. - CallPay customer initiated one-off payments. Please allow five business days for processing.
- EasyPay standing instruction (ongoing) direct debit payments. This can be set to a fixed monthly amount, the variable minimum monthly repayment, or the amount required to repay the account in full each month. Please allow five business days for processing.
Download the EasyPay/CallPay Direct Debit Request Form.
For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
HSBC Branch
- Cash/EFTPOS payments over the counter. Please allow up to two business days for processing.
- Cheque payments over the counter. Please allow up to six business days for processing.
Australia Post
- Cash/EFTPOS payments over the counter. Please allow one business day for processing.
- Cheque payments over the counter. Please allow up to five business days for processing.
- Cheque payments through the mail. Please allow up to seven business days for processing.
Post cheques to:
HSBC Credit Cards
GPO Box 4120
Sydney
NSW 2001
What is a 'Regular' Payment?
Regular payments can be either a recurring payment or an instalment payment. A Regular Payment represents an agreement between you (the cardholder) and a merchant in which you preauthorise the merchant to bill your card account at predetermined intervals (e.g. monthly or quarterly) or at intervals as agreed by you. The amount may differ or be the same for each transaction.
For example: You may ask your local gymnasium to charge your monthly gym membership fee to your credit card each month.
Or,
You may have purchased a new television from your local appliance store and are being billed by the merchant in subsequent multiple periods.
What are the benefits of Regular Payments?
There are many benefits for cardholders who set up regular payments including:
1. Ensures timely payments to the merchant
2. Saves you time as the payment is processed automatically
3. Saves you money as you do not have to pay for cheques, money transfers or postage, nor will you be liable for late fees.
Customer Responsibilities & Obligations
Regular payment arrangements are an agreement between you (the cardholder) and the merchant. You should keep a record of all regular payment arrangements you have established with your merchant and store in a safe place. A template for recording your regular payment arrangements is available from the Australian Payments Clearing Association website, www.apca.com.au.
You are responsible for notifying the merchant when your account details change, including a change in card number and/or change of card expiry date. Until you notify the merchant, your bank is required to process transactions from the merchant. Use this link to generate a Change in account details letter to your merchant. We recommend you keep a copy of any Change in account details letter sent to your merchant and your earlier regular payment agreements. This correspondence will be required when your merchant does not comply to your request in a timely manner and you decide to dispute any incorrectly charged regular payments.
Customer Rights to Dispute
Any issues with your regular payments, including the failure of the merchant to act on a change in account details advice, should be taken up directly with your merchant first. Should further assistance be required to resolve an issue between yourself and a merchant, contact your financial institution for more information.
Can I use my HSBC credit card at an ATM to withdraw cash?
Yes, you can use your card at any ATM worldwide that carries the 'Visa' or 'PLUS' or 'MasterCard' logos (or 'American Express' logo for American Express cards), simply by keying in your issued PIN. Withdrawals from ATMs are treated as Cash Advances, with interest charged from the date of withdrawal. Fees and charges may apply.
For information on HSBC's American Express credit card cash advance process, including how to enrol for this service, please call American Express on 1300 132 639. HSBC's American Express Credit Cards are issued by American Express Australia Limited ABN 92 108 952 085.
Can I use my HSBC credit card overseas?
You can use your HSBC credit card at over 22 million Visa merchants worldwide using either your signature or PIN. Fees and charges may apply.
Please note, some overseas countries have recently moved to 'Chip and PIN' cards. This is a new technology whereby each credit card is embedded with a microchip and merchants will require a PIN, rather than a signature to complete a purchase. Overseas merchants are still required to accept properly presented magnetic stripe HSBC credit cards with either PIN or signature. Please refer to the UK website (www.chipandpin.co.uk) for more information.
HSBC will advise when 'Chip and PIN' cards are to be deployed for HSBC Credit Card holders.
For information on using HSBC's American Express Credit Cards overseas, please call American Express on 1300 308 880. HSBC's American Express Credit Cards are issued by American Express Australia Limited ABN 92 108 952 085.
What do I do if I wish to dispute a transaction on my credit card account?
If you wish to dispute an item appearing on your credit card statement, please call HSBC on 132 152 (+61 132 152 from overseas) or 1300 301 168 for Premier, no later than 30 days after the date of the statement. Please refer to our terms and conditions for more details on your rights and responsibilities with regard to disputed transactions. Fees and charges may apply.
How do I change my personal details?
You can view your personal details by registering for Credit Cards Online or by calling HSBC. If you wish to change or update any of your personal details, please call us on 132 152 (or +61 132 152 from overseas). Please allow one business day for the changes to take effect.
For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
What do I do if my card has been lost or stolen?
Contact HSBC immediately on one of the following numbers:
| HSBC Credit Card & Classic Credit Card | 1800 029 951 (Australia) |
+61 2 9005 8511 (Overseas - reverse charges) |
| HSBC Gold Credit Card | 1800 100 286 (Australia) |
+61 2 9005 8511 (Overseas - reverse charges) |
| HSBC Platinum Credit Card | 1800 100 287 (Australia) |
+61 2 9005 8511 (Overseas - reverse charges) |
| HSBC Premier Credit Card | 1300 301 168 (Australia) |
+61 2 9005 8192 (Overseas - reverse charges) |
| American Express | 1300 132 639 (Australia) |
+61 2 9721 8664 (Overseas - reverse charges) |
You can report that your credit card has been lost or stolen 24 hours a day, 7 days a week. Please allow 7 days for your replacement card to be issued and mailed to you. For added security, check out our Card Protection Insurance.
If you need an urgent or overseas card replacement, please advise your HSBC consultant. Please note a charge of up to $50 (delivery within Australia) or $200 (delivery overseas) applies for this service.
Be sure to notify HSBC as soon as possible or you may be liable for unauthorised use (see our terms and conditions).
What do I do if my card has become damaged?
Contact HSBC on 132 152 (or +61 132 152 from overseas) and we will arrange for a replacement card to be sent to you. Please allow 7 days for your replacement card to be issued and mailed to you.
For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
For American Express credit cards, please call American Express directly on 1300 654 722. HSBC's American Express Credit Cards are issued by American Express Australia Limited ABN 92 108 952 085
What do I do if my HSBC credit card is about to expire?
You will automatically receive a new card during the month of expiry. If you haven't received your new card by the 25th of the month, please call us on 132 152 (or +61 132 152 from overseas).
Once you receive the new card you will need to activate it by calling 132 152 (or +61 132 152 from overseas). You will be asked to confirm the number on your new card and answer some identity verification questions. Your new card will then be activated immediately. Just follow these 4 easy steps:
1. Call 132 152
2. Enter your card number
3. Follow the prompts to register your account for our automated banking services (if you’re not already registered), otherwise key in your Access Code
4. Select the card activation option and follow the prompts. You’ll need your new Card Expiry Date.
For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
The card will be activated once this is completed successfully.
What do I need to do when my credit card details have changed?
Please be aware that you may need to notify merchants of your new credit card details. Download a Change of Account details template that you can use.
What are the contact details for the HSBC Credit Cards Customer Service Centre?
| HSBC Credit Card & Classic | Ph: 132 152 (or +61 132 152 from overseas) |
Hours: 8am - 9pm, Monday to Friday (AEST) 9am - 6pm, Saturday, Sunday & Public Holidays (AEST) |
| Gold | Ph: 1800 100 286 | Hours: 24 hours, 7 days a week |
| Platinum | Ph: 1800 100 287 | Hours: 24 hours, 7 days a week |
| HSBC Premier Centre | Ph: 1300 301 168 | Hours: 24 hours, 7 days a week |
| HSBC Card Services | Fax: 02 8987 5923 | Mail: GPO Box 4263, Sydney, NSW 2001. |
| American Express | Ph: 1300 654 722 | Hours: 8am to 7pm, 7 days a week (AEST) |
Can I use internet or phone banking to manage my HSBC credit card account?
HSBC offers both phone and internet banking services to our customers for the purpose of managing their credit card account.
Internet Banking allows you to check your balances and available credit, view monthly repayment details and transaction history, as well as allowing you to pay bills, redeem rewards and view your personal details.
You can register for Credit Cards Online by calling 132 152 (or +61 132 152 from overseas) and following the prompts.
Phone Banking allows you to get updates on your credit card application, obtain account balances, perform a rewards redemption, make payments, report lost and stolen cards, or activate your card.
You can use our Phone Banking Service by dialling 132 152 (or +61 132 152 from overseas) and following the prompts.
For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
How can I cancel an additional cardholder?
The primary cardholder must notify HSBC in writing of your intention to cancel the additional card and return the card (cut in half for your protection) to us. You can fax your request to 02 8987 5923, or post it to HSBC Card Services, GPO Box 4263, Sydney, NSW 2001.
If you have any questions on this process, please call HSBC on 132 152 (or +61 132 152 from overseas).
For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
How do I close my HSBC credit card account?
If you wish to close your HSBC credit card account, please call HSBC on 132 152 (or +61 132 152 from overseas).
For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
How will I know when my account has been closed?
You must pay off your outstanding balance first. Once your account has been closed, you will receive a final statement showing a zero balance on the account. You must remember to cancel any direct debits or other standing instructions on the account. If there is a positive balance in your account, you can request this amount to be paid out by cheque or bank transfer to a nominated account.
If you have any questions on the closure of your account, please call HSBC on 132 152 (or +61 132 152 from overseas).
For HSBC Premier customers, please call the HSBC Premier Centre on 1300 301 168.
How can I get more information about using my HSBC American Express credit card?
For more information about using your HSBC American Express Credit Card, please call American Express on 1300 308 880. HSBC's American Express Credit Cards are issued by American Express Australia Limited ABN 92 108 952 085.
