Frequently Asked Questions

 

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Account Information Go back to top Print this section

  • Balance Owing   
    • How do I find my balance? 

    • What is the balance owing on my account? 

  • Available Credit   
    • How much available credit is on my card? 

    • How do I increase my available credit? 

    • What is my available balance? 

    • What is my available credit? 

  • Pay Off Quote   
    • How do I get a pay off quote? 

    • Can I have this sent to my bank? 

    • Why is my pay off quote different to my account balance? 

Account Maintenance Go back to top Print this section

  • Close Account   
    • How do I close my account? 

    • What if I want to reopen it later? 

  • Personal details   
    • My name has changed – how do I update this on my account? 

    • My contact information has changed – how do I update this? 

    • How do I change my address? 

    • The name on my account is incorrect - how do I update this? 

    • The date of birth on my account is incorrect – how do I update this? 

    • How do I authorise someone to access my account information? 

  • Reactivate closed account   
    • I closed my account but now I want to reopen it. How do I do this? 

    • I haven’t used my account in years. Is it still open? 

    • My account expired. How do I reactivate it? 

  • Credit balance   
    • What do I do if my account is in credit? 

    • How can I tell if my account is in credit? 

  • Refunds   
    • How do I get a refund? 

    • Can I get a refund sent to someone else? 

Account Ownership Go back to top Print this section

  • Joint Cardholder   
    • Can I add my partner or spouse to my account? 

    • How do I get a joint account? 

    • How do I get an additional card sent? 

    • How many additional Cardholders can I have on my account? 

    • What can an additional cardholder do? 

    • What can a joint cardholder do? 

    • How do I remove the joint account holder from my account? 

    • Can I add someone to my account? 

    • How do I remove an additional cardholder from my account? 

  • Change of ownership   
    • Can I give my account to someone else? 

  • Change of name   
    • My name has changed – how do I update this on my account? 

Card information Go back to top Print this section

  • Additional Cardholder   
    • How do I get an additional card sent? 

    • Can I add someone to my account? 

    • Can I add my husband/wife to the account? 

    • How do I get a joint account? 

  • Lost / Stolen card   
    • My card has been stolen, how do I get a new one? 

    • Can I get a new card? 

    • My card is lost, I want a new one. 

    • My card is damaged, I want a new one. 

  • Card not working / Declined card   
    • Why can’t I use my card? 

  • Cancel card   
    • How do I close my account? 

    • How do I cancel my card? 

  • Reopening an account   
    • How do I reopen my account? 

    • How do I reactivate my card? 

  • Shopping without card   
    • Do I need ID to shop without my card? 

    • Can I make purchases online? 

    • How do I shop without my card? 

    • Where can I shop without my card? 

    • Can I make purchases by phone? 

  • Expired card   
    • When will my card expire? 

  • Credit limits   
    • Can I spend over my credit limit? 

    • Why is my balance over my credit limit? 

Collections Go back to top Print this section

  • Variations   
    • What is a variation? 

    • Is there a cost for performing a variation? 

    • How do I get a variation done? 

  • Payment arrangements   
    • Is there a cost for making a payment arrangement? 

    • What is a payment arrangement? 

    • How do I make a payment arrangement? 

  • Arrears process   
    • What happens if my payment is less than the minimum amount due? 

    • What do I do if I am going through some financial hardship? 

    • What happens if I miss my due date? 

    • Why have I received an Overdue letter? 

Fees Go back to top Print this section

  • Card Reissue Fee   
    • How much is the card reissue fee? 

    • Are there any exceptions to the card reissue fee? 

    • What is this card reissue fee for? 

  • Statement Reissue Fee   
    • How much is the statement reissue fee? 

    • Are there any exceptions to the statement reissue fee? 

  • Farmers Fixed Instalment Agreement Establishment Fee   
    • What is this Establishment fee for? 

    • When is this Establishment fee charged? 

  • Farmers Finance Card   
    • Why have I been charged a $7 Additional Card fee? 

    • Why have I been charged a Statement Reissue fee? 

    • Why have I been charged a $10 Card Replacement fee? 

  • Arrears Fees / Default Fees   
    • What are “arrears fee stages”? 

    • Why have I been charged a $15.00 Variation fee? 

    • Can you legally charge these fees? 

    • Why have I been charged a $15.00 Payment Arrangement fee? 

    • Is this an income gathering exercise? 

    • How much is each arrears fee? 

    • When are these fees charged? 

    • Why have I been charged a $15.00 Arrears fee? 

  • Account Fees   
    • Can you justify how your company worked out the cost of your fees? 

    • How do I pay my fees? 

    • Can I have a list of all the fees you charge? 

    • How do you disclose your fees? 

    • What are the fees? 

General Go back to top Print this section

  • General questions   
    • What is your turnaround time for responding to letters? 

    • What is your turnaround time for email responses? 

    • Can my spouse/relative use my card? 

    • What are your hours? 

    • Can I get cash out? 

    • If I’m calling from overseas what phone number do I dial?  

    • Can I have a copy of the Terms and Conditions? 

    • What are acceptable forms of ID when applying for a Farmers Finance Card? 

  • Contact Us   
    • How do I contact you? 

    • How do I lodge a complaint? 

Insurance Go back to top Print this section

  • Cover   
    • Why should I have insurance? 

    • What does Safeguard insurance cover me for? 

    • What does Card Repayment Insurance cover me for? 

    • Are there any conditions or exceptions to my cover? 

  • Cancel policy   
    • How do I cancel my Card Repayment Insurance? 

    • How do I cancel my Safeguard insurance? 

  • Open Policy   
    • How do I take out Card Repayment Insurance? 

    • How do I take out Safeguard insurance? 

    • Can I change my insurance policy? 

  • Premiums / Charges   
    • Is Card Repayment Insurance charged as a % or a flat rate? 

    • How often is Card Repayment Insurance charged? 

    • How much is Card Repayment Insurance? 

  • Claims   
    • How do I claim on Card Repayment Insurance? 

    • How do I claim on Safeguard insurance? 

Interest Go back to top Print this section

  • Interest rates   
    • What is your interest rate? 

  • Interest charges   
    • How can I avoid being charged interest? 

    • How is interest charged? 

    • How often is interest charged? 

    • I returned a purchase on my Farmers Finance Card but I have been charged interest. Why? 

    • How has my interest been calculated? 

    • Why have I been charged interest? 

Limit Decreases Go back to top Print this section

  • Flexi Cards Initiated   
    • Why has my credit limit been reduced? 

  • Customer initiated   
    • How do I decrease my credit limit? 

Limit Increase Go back to top Print this section

  • Customer initiated   
    • How do I apply for a limit increase? 

  • Flexi Cards Initiated   

Online Services Go back to top Print this section

  • Logon & Passwords   
    • How can I change my logon? 

    • How do I logon to your website? 

    • How do I change my username or password? 

    • Can I choose my logon details?  

  • Login problems   
    • I’m locked out – what should I do? 

    • Why is the date of birth not accepting when I am typing it in? 

    • How do I unlock my Online Services account? 

  • Getting started   
    • How do I get set up for Online Services 

    • What do I do on my first logon? 

    • How do I log in? 

  • Payments and transfers   
    • How do I know how much I have paid onto my account?  

  • Card security   
    • Can I get a PIN number for my card? 

  • Technical requirements   
    • What hardware do I need to access online services? 

    • What software do I need to access online services? 

Payments Go back to top Print this section

  • Payment allocation   
    • Can you transfer my payments? 

  • Payment methods / options   
    • Can I pay my account at a Post Shop? 

    • Where can I make over the counter payments? 

    • Where do I pay? 

    • Can I make credit card payments on your website? 

    • Can I pay at your bank? 

    • How do I pay? 

    • Why can’t I pay over the phone with my Visa or MasterCard? 

    • How do I make payments from overseas? 

  • Payment due date   
    • What happens if I pay after my due date? 

    • What happens if I pay before my due date? 

    • Can I change my due date to another date? 

    • What happens if I miss a payment? 

  • Bank Account details   
    • What is your bank account number? 

  • Minimum payment due   
    • How much do I pay? 

  • Missing payments   
    • Why has my payment not been applied to my account? 

    • Why did my payment go on my Farmers Finance Card not my Fixed Instalment? 

    • What reference number do I use on payments? 

  • Payment transfers   
    • I want to transfer a payment between purchases – how do I do this? 

Promotions Go back to top Print this section

  • Opt in / out promotion   
    • How do I opt in for promotional mail? 

    • How do I stop promotional mail? 

  • Cardholder Days   
    • What deals will there be? 

  • Farmers catalogue   
    • Where can I view the Farmers catalogue? 

    • Can I get the Farmers catalogue emailed to me? 

  • Email promotions   
    • How do I opt out of the Farmers Finance Email Club? 

    • How do I opt in to the Farmers Finance Email Club? 

    • Is there a cost? 

    • How often are emails sent? 

    • What is the Farmers Email Club? 

    • How do I opt in to the Farmers eClub?  

  • Direct mailouts   
    • How do I opt out from your mailing list? 

    • Why haven’t I been receiving promotional mail? 

    • How do I opt in to your mailing list? 

Shopping Go back to top Print this section

  • Store locator   
    • What are the latest new stores? 

    • Can I be notified by email each time new stores are added? 

    • Where can I use my Farmers Finance Card? 

Statements Go back to top Print this section

  • Statement figures   
    • I didn’t make those purchases on my card? 

    • I didn’t make those payments on my account? 

  • Statement date   
    • Can I change the date on which my statements are sent? 

  • Missing statements   
    • Why haven’t I been sent a statement this month? 

    • I didn’t receive my statement – what do I do? 

  • Reading statements   
    • How is my Minimum Due calculated? 

    • Why is my recent purchase not on my statement? 

    • My statement looks different. What has changed? 

  • Replacement statements   
    • Can I have copies of my statements? 

    • Can I get my last 3 statements sent to me? 

    • Can I get my last 3 statements emailed to me? 

    • How do I get a copy of an old statement? 

Yourrewards Go back to top Print this section

  • What is it?   
    • How do I join? 

    • What is yourrewards? 

    • Am I eligible to join? 

    • What happens if I opt out? 

  • Membership Fee   
    • How much does it cost? 

    • How often am I charged? 

    • Is there a fee for each card on my account? 

    • Do I have to pay for yourrewards? 

  • Earning points   
    • Do joint and additional cards earn points? 

    • How do I earn points? 

    • What is the ratio of dollars spent to points earned? 

  • Redeeming points   
    • How do I redeem my yourrewards points online? 

    • What can I redeem my points for?