Banking with ME is changing.

The ME Frank credit card and ME Mastercard credit card account(s) will be cancelled as part of our commitment to simplify the products we offer.  As we continue to improve our digital platforms, we need to retire older products so we can focus on your overall banking experience. We know this may be an inconvenience, and we're here to support you through this change. If you have any questions, please reach out to our customer service team on 13 15 63.

ME will be sending you communications via email, SMS or post to help you prepare ahead of  your credit limit suspension and your credit card account(s) cancellation date.. Please make sure your contact details are up to date to receive important information related to this cancellation. Have a look at the timeline below or call ME on 13 15 63 for more information.

• 6 months from cancellation: ME will let you know that your ME credit card(s) will be cancelled.
• 30 days before cancellation: ME will provide you with the exact date at least 30 days before your credit limit suspension.  
• Credit limit suspension: From this date, your credit card limit will be suspended. You won’t be able to use your card for purchases or cash withdrawals. This step is designed to give you more flexibility and support before your account is cancelled. If you experience an emergency and need access to credit during this time, please call us for assistance.
• Account cancellation: Your ME credit card account(s) will be cancelled on this date.

Unfortunately, ME will not be able to postpone the cancellation of your credit card(s). We understand that this may cause some inconvenience to you, so we’re providing advanced notice to help you plan for this change. 

If you’re experiencing vulnerability or are worried you may experience hardship because of this change, we are here to help. Please reach out to our customer service team on 13 15 63.

ME will be suspending your credit limit and cancelling your credit card account(s). ME will provide you with the exact date at least 30 days in advance. This means you won’t be able to make purchases or cash withdrawals on your credit card(s), however you are required to continue to make repayments via your existing payment methods to your outstanding balance until your account reaches $0.

From the date of the credit limit suspension, the following will apply:
 

Your card(s) will stop working: This means you and any additional cardholder(s) won’t be able to make purchases and cash withdrawals using your ME Frank and Mastercard credit card. This includes purchases made using your physical card(s), digital wallet, and payments made via BPAY.

Dispose of your physical card(s) and remove your card(s) from your digital wallet: You (and any additional cardholder) will need to cut up and dispose of the plastic credit card(s) and remove them from your digital wallet.

Internet banking and app access still available: You will continue to have access to ME Bank’s internet banking and mobile app where you will be able to view your credit card balance(s), transaction history and download your monthly statements until your balance is repaid.

Cancel any recurring transactions and direct debits from your card account(s) ahead of the credit card cancellation:  Any recurring transactions and direct debits you (or any additional cardholder) have set up with a merchant to make payments using your ME credit card(s) or from your credit card account(s) will need to be cancelled and updated with an alternative payment method. Once your credit card account(s) is cancelled, any future attempted payments will be rejected.  

Continue to repay your outstanding balance: If you have an outstanding balance on your credit card account(s), you will need to continue making at least the minimum repayment shown on your account statement until your balance is repaid.  Once your card is cancelled, you will unfortunately no longer be able to make repayments using Bank@Post or by making a funds transfer from your ME transaction account into your credit card account via internet banking or operator assisted banking. You will only be able to make repayments via BPAY or by establishing a direct debit request so repayments can be drawn by us from your nominated ME transaction account or an external account.

Withdraw any overpayments: Withdraw any overpayments from your ME credit card account(s) before your credit limit is suspended. Please note, if you have not withdrawn your overpayments at the time your ME credit limit is suspended, you will not be able to do this yourself.  Instead, we will do the following:  

• If you have another active deposit account within BOQ Group, we’ll transfer your funds to that account. 
• If you don’t have another active deposit account with us, we’ll either return the funds to another account of your choice or hold them until you let us know where to send them.  
• If your remaining balance is $50 or less, and you don’t have another active deposit account with us or ask us to return the funds, we may donate the amount to a registered charity. 
• If your remaining balance is over $50, we’ll hold the funds and pay them to you upon request (no interest is paid on this amount). 
• If you don’t contact us within 7 years and your balance is more than $500, we’re required to send the funds to the relevant government agency as unclaimed money. You can still reclaim it from that agency.  

Section 8.4 of the ME credit card terms and conditions will be updated effective 21 July 2025 to support the above processes for dealing with overpayments to your account.

Here’s how you can best prepare for the cancellation of your credit card account(s):

1. Review your transaction history or statements and change any recurring payments or direct debits currently linked to your card account to a different payment method.  If you need a copy of past statements, you can download them via ME internet banking and mobile app or call ME on 13 15 63. 
2.  Continue making at least the minimum repayment on any outstanding balance.

Yes, you can continue to use your credit card(s) up until your credit card account(s) is cancelled. This means you can still make purchases and cash withdrawals with your credit card(s) through your digital wallet, BPAY payments, and recurring payments or direct debits set up. Remember that when your credit card(s) is cancelled, your card(s) will no longer work for these transactions, so be sure to prepare and make any changes before then, including for direct debits.

Yes, you can either send a request using internet banking (click “close my credit card account” under the accounts menu) or call us on 13 15 63.

Before making the request to close your account, log into internet banking and transfer the remaining owing balance onto your credit card. Remember that the balance on internet banking won’t show any pending transactions or interest owing that has not been charged to the account yet.

What happens once your request is processed?

• The cards become inactive, so you can’t spend any more on this account.
• You will no longer see your credit card account on internet banking, but you will continue to receive statements until the balance is $0.
• The total balance owing on the credit card must be settled before the account is fully closed. To find the amount you need to pay to settle the account look at your credit card statements or call us on 13 15 63. This balance can be affected by pending transactions or interest owing. You can pay this amount via BPAY using the details from your latest statement.

Don’t forget to change over any direct debits and recurring payments made from this card to another.

If you can't find your account reference number, you can check your ME Frank and Mastercard credit card statements. The account reference number is usually listed on these statements at the top. 

Please see screenshot below. If you still can't find it, please contact ME on 13 15 63.


 

If the account reference number provided in the email doesn't match any of your records, follow these steps:

• Double-check your statements: Ensure you are looking at the correct statements for your ME Frank and/or Mastercard credit card.
• Contact ME: Reach out to ME on 13 15 63 for clarification and assistance. They can help verify the account reference number and provide further guidance.

If you wish to make a complaint about the cancellation of your credit card(s), please call us on 13 15 63. Our team is here to listen to your concerns and assist you with the complaint process.

Please make alternative arrangements before your credit card is cancelled. If being overseas makes this tricky, call ME on 13 15 63.

If you have an outstanding balance on your credit card account(s), you will need to continue making at least the minimum repayment shown on your account statement until your balance is repaid. Once your card is cancelled, you will unfortunately no longer be able to make repayments using Bank@Post or by making a funds transfer from your ME transaction account into your credit card account via internet banking or operator assisted banking. You will only be able to make repayments via BPAY or by establishing a direct debit request so repayments can be drawn by us from your nominated ME transaction account or an external account.
 
How do I withdraw overpayments?
If you have an overpayment (a positive balance) on your account, please ensure you withdraw these funds before your credit card account(s) is cancelled.

Here are your options to withdraw overpayments:

• Spend down the overpayment before your card is cancelled.
• Transfer to an existing ME Everyday Transaction Account: Log in to ME Bank internet banking, click 'transfer between accounts,' and move the funds from your ME Credit Card to your ME Everyday Transaction Account.
• ATM cash withdrawal using your ME Credit Card. Please note, there is a $2,000 daily limit on cash advance withdrawals from ATMs.
• Call ME on 13 15 63 to transfer the funds to an external bank account.

It’s essential that your balance is at $0 before your card cancellation, as you will no longer be able to make purchases or cash withdrawals once your credit card is cancelled. Please note, a Cash Advance fee applies when you withdraw any overpayments, for more information click here. 
 

Once your card is cancelled, you will unfortunately no longer be able to make repayments using Bank@Post or by making a funds transfer from your ME transaction account into your credit card account via internet banking or operator assisted banking. You will only be able to make repayments via BPAY or by establishing a direct debit request so repayments can be drawn by us from your nominated ME transaction account or an external account.

If you have an outstanding balance, you will receive a statement each month until your outstanding balance has been repaid in full. If you receive paper statements, they will continue to be sent to your mailing address. After your card(s) is closed, we will send you a notification and a final paper statement.

There are no fees or charges associated with the cancellation of your credit card(s). However, if you have an outstanding balance, other fees and charges associated with the credit card account(s) will still apply until your account(s) are paid in full.

If you are requesting a refund of your annual fee due to the cancellation of your ME credit card(s), please call ME on 13 15 63.

To get you started on finding your automated recurring payments and direct debits, please review your card account(s) statements in ME internet banking. You can also click here for a list of common automated recurring payments or call ME on 13 15 63 to get a list of your recurring automated card payments. Examples of payments to look out for include insurance premium payments (health, home, car), ambulance membership and utility payments (gas and electricity).

BOQ Group offers a range of credit cards that may suit your needs:

• Low Rate credit card: Lower interest rate on purchases. Learn more.
• Zero dollar annual fee credit card: No annual fee with great benefits. Learn more.

We understand that being declined for a credit card can be frustrating, and receiving further communications about it may be confusing. Some communications may have been prepared in advance and cannot be adjusted immediately after your application outcome. We sincerely apologise for any inconvenience. If you receive further messages regarding this offer, please know they do not require any action on your part, and you are welcome to ignore them. 

You can update your marketing preferences by following the unsubscribe link in the emails or managing your communication settings in your online banking or app.

If you have been declined for the VMA Low Rate credit card, you may choose to find an alternative credit card or another suitable product with another provider. Alternatively, contact ME on 13 15 63 to discuss your options.

Yes, you can transfer your balance to a credit card issued by another bank or credit provider. The balance transfer process specific to the credit card provider will apply. Please check with your new provider for their specific terms and conditions.

Once your credit card(s) is cancelled, you should destroy the physical card(s) by cutting it into pieces, especially through the chip and magnetic strip. You should also delete your card(s) from your digital wallets. Ensure that any recurring payments or direct debits linked to the cancelled credit card(s) are updated with your chosen new payment details.

If you are experiencing financial hardship, need assistance or are concerned about being approved for future credit, please contact ME on 13 15 63. We can provide support with any concerns or next steps.

We will send you a confirmation notice via your preferred communication method (email or mail). If you do not receive this confirmation, please contact ME to verify the cancellation on 13 15 63.

Please call ME on 13 15 63. Our friendly customer support team will raise a request and issue you a bank cheque.

If you attempt to use your card after it has been cancelled, the transaction will be declined. Please prepare in advance and use an alternative payment method.

Your ME credit card account(s) will continue to be included in your credit report until any outstanding balance is repaid and the account is closed.

If you have an outstanding balance on your credit card account(s), please continue to make at least the minimum repayment shown on your account statement until your balance is repaid. 

Please note, once your card is cancelled, you will unfortunately no longer be able to make repayments using Bank@Post or by making a funds transfer from your ME transaction account into your credit card account via internet banking or operator assisted banking. You will only be able to make repayments via BPAY or by establishing a direct debit request so repayments can be drawn by us from your nominated ME transaction account or an external account. 

Yes, you can raise a transaction dispute after your credit card(s) is cancelled. Follow the steps in our support article here or call ME on 13 15 63.

If your credit card(s) is your primary way of accessing money, and you are concerned about its cancellation, please call us on 13 15 63. We understand the importance of financial stability and are here to help you with options.

If you are in financial hardship or finding it difficult to make your account repayments, please talk to us as soon as possible so we can help. We have a dedicated hardship assistance team that will work with you in providing support to help get you back on your feet.

For more information, including how to contact our hardship assistance team, visit https://www.mebank.com.au/support/financial-hardship/

We encourage you to contact us directly as soon as you can on 13 15 63 so we can discuss your situation and explore the best possible solutions to meet your needs as we will not be able to keep your credit card(s) active.

If you are experiencing financial hardship, need assistance or are concerned about being approved for future credit, please contact ME on 13 15 63. We can provide support for your concerns and next steps.

If you wish to make a complaint about the cancellation of your credit card, please call us on 13 15 63. Our team is here to listen to your concerns and assist you with the complaint process.