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.

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.

The Once brand was discontinued after 21 June 2019. 

Our team would be more than happy to help. You can either contact us on 13 ONCE (13 66 23) or email us at [email protected]   

There are two ways to pay:

• Direct Debit from your bank account – You can fill out the direct debit form and email it to [email protected]
• Pay via BPAY – Log in to your bank’s mobile app or Internet banking portal, choose the BPAY option, and quote the Once biller code 950253 and the BPAY Reference number indicated in your monthly statement. There will be a $2.50 payment handling fee when using BPAY.

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

You can still continue to view your balance in the Once Internet banking page. However, all other functionalities have been disabled.

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.

The Standard Annual Percentage Rate on purchases is changing: From 21 June 2023 the Standard Annual Percentage Rate will increase for customers who are currently on the following rates:

There have been multiple cash rate increases in the past year and we endeavoured to absorb the increasing cost of doing business for as long as possible. However, we have to increase our Standard Annual Percentage Rate to enable customers to continue to pay down their balances over a period of time that suits them.   

The changes apply to any transactions, balances, arrangements, or unpaid amounts which are subject to the standard interest rate on purchases.

If you are experiencing difficulties in making your minimum monthly repayments or immediately paying any overdue amounts, please fill out the hardship help form and we will contact you for guidance and support.

The Standard Annual Percentage Rate on purchases is changing: From 21 June 2023 the Standard Annual Percentage Rate will increase for customers who are currently on the following rates:

There have been multiple cash rate increases in the past year and we endeavoured to absorb the increasing cost of doing business for as long as possible. However, we have to increase our Standard Annual Percentage Rate to enable customers to continue to pay down their balances over a period of time that suits them.   

The changes apply to any transactions, balances, arrangements, or unpaid amounts which are subject to the standard interest rate on purchases.

If you are experiencing difficulties in making your minimum monthly repayments or immediately paying any overdue amounts, please fill out the hardship help form and we will contact you for guidance and support.

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.

No. Once your account is placed under hardship you will no longer be able to make purchases or any other transactions using your humm90 Mastercard. This is a preventative measure to help you from increasing your outstanding balance further.

If you are experiencing difficulties in making your minimum monthly repayments or immediately paying any overdue amounts, please fill out the hardship help form.

We will let you know within 5–7 business days after receiving your hardship help form if we need further information. You will receive the outcome of your application within 21 days after application.

Your humm90 account will remain open, but we will temporarily block you from making any transactions.

We will discuss a hardship plan with you, which will include a payment arrangement, which we will review regularly to determine the best option moving forward given your changing circumstances.