If you find yourself in a dispute with your bank or financial firm about COVID-19 related credit, finance, loans or payment issues, AFCA can help to resolve it.
How AFCA helps with credit and loan complaints
Scam activity during COVID-19
People are spending more time online while working remotely or isolating during the pandemic, which has increased the likelihood of falling victim to online scams. Visit the scamwatch website to learn more about impersonation scams, superannuation scams, online shopping scams, business email compromise scams, and more.
Contact your bank or financial firm if you think you have been scammed and ask if they can successfully recall the funds. AFCA can review whether the financial firm acted reasonably in response to your request.
Break fees when changing a loan
Lenders may now be offering loans at interest rates lower than the fixed interest rate you are paying. Ifyou approach your lender about changing your loan from a fixed interest rate, they may tell you that a fee will be payable. Your lender may refer to this as a ‘break fee’, an ‘early exit fee’ or ‘economic cost’.
Credit card chargebacks
The COVID-19 pandemic has caused widespread cancellations of holidays and other events. If your plans were cancelled due to COVID-19 and you paid by credit card, you may be able to get a refund by asking your bank or credit union to raise a chargeback. Time limits apply to your ability to raise a chargeback, so you should act promptly.
Useful links
- AFCA Fact sheet – Breaking a fixed rate loan
- National Debt Helpline: 1800 007 007
- Find a financial counsellor near you
- Australian Banking Association – financial hardship contacts.
If your financial firm is not an ABA member, you could also check with Customer Owned Banking Association (COBA), and for broker contact information, visit MFAA’s Mortgage + Financial Help website.
