The Once brand was discontinued after 21 June 2019.

We have taken the tough decision to discontinue the Once brand. That means we are no longer providing credit under this brand.

No we have restricted all cards from any spend.

Yes you must continue to pay the amounts which are required to be paid under your Once credit contract. If you are having financial difficulties in making your payments, please contact us as soon as possible on 13 ONCE (13 6623) so that we can try to help you.

If you have previously set up a direct debit arrangement with us to periodically debit your nominated account for an agreed payment amount (such as your minimum monthly repayment or a fixed monthly payment to your account), these direct debit arrangements will remain in place.

If your Once account is in credit, you can make a request for a refund of the credit balance. To make that request, please call us on 1300 115 533 and we can assist you.

Any direct debit arrangements or payment instructions that you have set up with third parties (such as a merchant or a service provider) will need to be cancelled. If you do not cancel those arrangements with third parties, those transactions will be declined because your credit limit has been reduced to zero.

We sent an email or letter (depending on your preference) to all customers by the 21st of May 2019 detailing this decision.

We do apologise for the inconvenience however we could only send the email to the email address we have on file.

We do apologise for the inconvenience however we could only send the letter to the postal address we have on file.

Our team would be more than happy to help. You can either contact us on 13 ONCE (13 6623) or email us on [email protected].

Our team would be more than happy to help. You can either contact us on 13 ONCE (13 6623) or email us on [email protected].

Yes your online banking access will remain as long as you still have a balance on your account.

Every month, two weeks prior to your payment due date, we’ll send you a statement by post or email, depending on the option you have selected.

No you will no longer be charged an annual fee. We also refunded a portion of your annual fee depending of the remaining period on your annual account cycle when your credit limit was reduced to $0.

No, once your account is placed under hardship you will not be able to continue to make purchases. This is for your financial security, preventing your account from falling further into hardship.

No, when we place your account under hardship, we will not default or make any comments on your credit file.

To apply for hardship, send us an enquiry using our website help form and one of our team will be in contact. If you’d like to speak directly to one of our customer service representatives, you can do so on our web chat, or by calling 1300 115 533.

If in four months’ time you find that your situation hasn’t changed or hasn’t improved to a point where you’re able to continue repayments, your account will be reassessed for the best option moving forward.

Yes, reduction of repayments is one available option to assist during financial hardship.

If the unexpected happens and you’re having any concerns or difficulties in making your minimum monthly repayments or immediately paying any overdue amounts, please call us immediately on 1300 115 533 and select prompt 1. We can help with guidance and support.