Confirm if it is a Direct Debit or a Recurring Payment

Before you contact us to request a cancellation, you need to confirm whether your regular payment is a Direct Debit or a Recurring Payment.

Recurring Payment

A Recurring Payment is a regular payment from a credit or debit card that occurs when a customer has provided their credit or debit card details (card number, expiry date and security code) to allow a merchant or service provider to charge their credit or debit card regularly to pay for the services they provide to the customer. You will need to contact the merchant or service provider to cancel these payments.

Direct Debit

A Direct Debit (Periodical Debit) is a regular payment where a customer authorises a third party, like a merchant or service provider, to debit the customer's savings or transaction account electronically using the BSB and account number on a regular basis to pay for services provided to the customer by the third party. If you need to cancel a direct debit, you can contact us to help you with it. 

Stop, Cancel and Dispute a Direct Debit

At Bank of Queensland you have a couple of options of how to stop, cancel and dispute your direct debit – these are:

  1. Telephone our BOQ Contact Centre (visit www.boq.com.au/contact-us for our operating hours). on 1300 55 72 72 to speak with one of our friendly team members, who will be able to assist you over the phone.
  2. If option 1 is not convenient you can come into any of branches, click here to find your nearest branch.

If the direct debit is due to be processed from your account within the next 48 hours, Bank of Queensland can still process your request. However, we cannot guarantee the success of the cancellation due to the possibility of the payment file already being processed.

Important things to remember when cancelling a direct debit

Cancelling your direct debit does not cancel your contract with the merchant or service provider. If you still have a valid contract with a merchant and you’ve cancelled a direct debit, you’ll need to make alternate payment arrangements with them. Or if you no longer require their services, you’ll have to cancel your agreement with them where possible.

Therefore, it is also a good idea to touch base with the third party provider that you have authorised to debit your account to ensure that they do not establish a new debit stream in the future and that they are also aware that you are cancelling your current direct debit engagement with them.