I m overseas and I ve lost my credit card. What do I do?

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1 How long does it take to get my credit card after I have applied? Provided your application is complete, you should receive your card 5-7 business days from the date of approval. What do I need to have with me when I call the Customer Service Centre? In order to ensure your account security, you ll need to answer the security questions you set up when you created your account. How do I activate my new card? Once you ve received your card in the mail, you can activate your card in online banking or by calling the Customer Service Centre. How do I change the PIN number on my card? If you are an existing online banking user, you can conveniently log in to online banking to reset your PIN. Alternatively you can call the Customer Service Center and change your PIN over the phone. What access to the card and account does my additional cardholder receive? This will vary based on the level of access you allow them. Some additional cardholders will have more access than others. To change the access allowed to your additional cardholder, call the Customer Service Centre. What spend limit will my additional cardholder receive? This will vary for each customer. You are able to set the spend limit for your additional cardholder by calling the Customer Service Centre. How can I make a temporary change to the spend limit on my card? All changes made to spend limits are technically permanent. If you do wish to make a temporary change, ensure that you notify your consultant when you call the Customer Service Centre so they can make the appropriate arrangements to change your spend limit back. We can let you know once the change has been made. I have damaged my card but it is still working. What should I do? You can call the Customer Service Centre and request a new card. Don t forget to update any automatic payments you have allocated to that card number. Why isn t my card working? There are a number of reasons that may affect your card, ranging from issues at the terminal you are using to a damaged card. Try using an alternative machine and check your balance. If you re still having trouble, call the Customer Service Centre and have them look into the transaction. I m overseas and I ve lost my credit card. What do I do?

2 Call the Customer Service Centre as soon as possible. We will do what ever we can to help get you back up and running we can even help you contact other banks to help cancel other cards. Once you give us a call, we can have an emergency replacement card to you, no matter where you are, in 24 hours. Any card cancellations are irreversible, so in the event that you find your card after it is cancelled you ll need to wait until your emergency one arrives. Once you are back from your trip, we will issue a permanent replacement card. How do I replace a lost card in Australia? Call the Customer Service Centre as soon as possible. You ll need to run through a few security questions to ensure the card has not been used fraudulently, and we will issue a replacement card. The PIN on the card will be reset. If you have left your card behind, but know where it is, we can restrict use on it until you have it back in your possession. How do I know actual cost for international purchases? To see the foreign exchange rate specific to your purchase, visit the Visa page at to view the all applicable exchange rates. You will also be charged a foreign currency fee of 2.95%. What is the foreign currency fee for and why is it so high? The foreign currency fee of 2.95% is made up of 1.95% charged by us and 1% which goes to Visa. This is a standard industry fee. All foreign currency fees will appear on your statement as part of the total purchase amount. Why can t I see my recent transactions in my Online Banking? There are several reasons why your recent transactions may not appear immediately, including that the merchant hasn t posted the transaction, the purchase is pending or your purchase was made offline. How will I know when my online statement is available for viewing? Statements are available on the first week of the month, and you will be sent an notification. I have an emergency which requires an additional credit limit, who do I get in touch with? In the event of emergency, we can extend your credit limit to assist you depending on your circumstance. Call the Customer Service Centre or your Private Banking Consultant to discuss the options available to you. Does my card have a shadow limit? No, all credit limits are hard limits.

3 What if I need to extend my limit to make a large transaction? In some circumstances, we can make a change to your spend limit. Contact the Customer Service Centre or your Private Banking Consultant to determine the options available to you. How is the interest calculated on my account? Interest is calculated daily and charged monthly in arrears on the 25th of the following month. The interest rate is shown in the Credit Card Schedule, available online at <<insert URL here>>. Interest charges vary by purchase type, so it is important to understand the interest charges specific to your Credit Card. As long as you pay your closing balance back in full by the due date, you will not have to pay any interest on point-of-sale purchases. If the balance on your account is not paid in full, interest will be charged daily and backdated to the date of purchases. There are you interest free days when you withdraw cash on your credit card. Interest is calculated from the date of transaction and charged monthly. I m going overseas, should I let you know? It s always a good idea to let us know before going overseas to ensure that we don t put a temporary restriction on your card for security purposes. All you need to let us know is the countries you intend to visit and the dates of your departure and return. Can I do a balance transfer? Yes, as long as the balance of your transfer does not exceed your credit limit. We do not currently have a balance transfer promotion. Simply complete the Balance Transfer Form at <<page link>>. How do I cancel my account? Call the Customer Service Centre or your Private Banking Consultant. How can I repay my credit card? Payments can be made on your account by any of the following: B Pay EFT from internal accounts (internal transfer) Cheque deposit Direct Debit Client to complete Direct Debit Requestform I ordered goods on my cards and they have not been received/have been received but they are not as described, can you help? Your first point of call is to speak directly to the merchant who sold you the goods. If you don t get the desired response, contact the Customer Service Centre, your Private Banking Consultant or visit the website to download the Transaction Dispute Form. We will issue a

4 temporary credit on your account and dispute the transaction on your behalf. Can I buy equipment on my card and then convert it into a lease? Yes, and doing so will earn you more Qantas Frequent Flyer points. Simply contact your Private Banking Consultant to see what options are available to you. How do I update my contact details? You can send us a secure message through online banking, download the Amend Contact Details form from our website or contact your Private Banker or the Client Service Centre. What are the differences between the Signature and Platinum Credit Cards? Platinum: Annual fee $150 Minimum credit limit $ days interest free No minimum annual spend Min. indicative annual income $60,000 1 QFF points for every $2 spent round points down Visa benefits vary Signature: Annual fee $400 Minimum credit limit $15, days interest free $48,000 minimum annual spend Min. indicative annual income $120,000 1 QFF points for every $1 spent Signature Visa benefits vary Priority Pass What is the Priority Pass and how does it work? The Priority Pass is an added benefit for Signature Credit Card holders, and gives you access to airline lounges around through world through Visa. You and a guest can use various airline lounges for free, with additional guests able to access lounges for $27USD per visit. The Priority Pass is complimentary, and can be delivered in 4 weeks from the date of credit card order. What do I do if I lose my Priority Pass? Let our Customer Service Centre know, and we can order you a replacement card. I think there has been fraudulent activity on my credit card, what do I do?

5 Get in touch with your Private Banking Consultant or the Customer Service Centre as soon as you can to inform us that your card has been compromised. You ll need to complete a Fraudulent Transaction form which details in the information required by Visa. Once the form are received, we will temporarily reimburse the transaction until the fraudulent transaction has been investigated and resolved. We will also need to block future transactions on the current card and issue a new one. Who is Orion and why are they trying to contact me? Orion is our specialist fraud team. They are likely attempting to contact you regarding a recent transaction that has occurred. If you have a received an attempted call from Orion, your card may be restricted for use until the transaction is confirmed as non-fraudulent activity. Call the Customer Service Centre to review the transaction in question and the status of your card. How does your fraud management/detection work? We have many different systems to prevent and detect fraudulent transactions. The systems we have in place are similar to those governed by the industry standard. We have a specialist fraud management team called Orion that monitors every transaction to prevent any suspicious activity before it is processed. How are my Qantas Frequent Flyer points calculated? Points are awarded for each whole dollar spent. Your points are rounded down to the whole dollar on each transaction. With the Investec Signature and Platinum cards, your points allowance is uncapped this means that unlike with other providers, you can continue to earn points on transactions over $10,000. How do I know if I am eligible for travel or medical insurance when going overseas? If you paid for your return ticket with your credit card, it is likely that you are eligible for the travel insurance applicable to your trip. Insurance is provided by ACE Insurance, and they can be contacted on or