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Thank you for having your home loan with us. If you need any assistance, let us know how we can help.

Frequently Asked Questions

  • How long will it take for redraw to be available in my linked account?

    It takes 24 – 48 hours, not including weekends, for funds to appear in your external transaction account. Keep in mind that redraws are processed each business day at 2.30pm. Any requests made after this time will be processed on the next business day.

  • I don’t have an offset account. How do I get this setup?

    An offset account can be setup over the phone. Just call our Customer Care team on 13 72 62 and they will take care of it for you. Click here for further details on how the offset account works.

  • What BSB and account details do I use to deposit funds into my loan or offset account?

    Your settlement letter will contain a BSB and account number for the loan or offset portion you wish the funds to be credited into.

  • I have forgotten the PIN for my Debit MasterCard®. How do I get it reset?

    To reset your PIN, go to a Westpac branch with your card and photo ID and the branch staff will reset the pin for you.

  • How is my annual fee paid?

    The annual fee is due each year on the date your loan settled. It is direct debited from the bank account that is linked to your loan. Specific details can be found when you login to Loan Enquiry.

  • How do I register to access my loan online?

    Select the "New User" option in Loan Enquiry and enter your 9 digit loan number. The first 4 digits are entered in the first loan number field and the remaining digits in the second field. Answer the remaining identification questions and an activation email will be sent to you. If you have any issues call Customer Care on 13 72 62.

  • How do I increase my current loan?

    If you are looking to increase your existing loan, fill in an application form. If you want help to find out if you qualify for an increase just call 13 72 62 to speak to a Lending Specialist.

  • How do I apply for a new loan?

    If you are looking to refinance a loan from another lender or to fund a new property you are purchasing, you can apply using our online application

Handy Forms