Enquire about a past funds transfer or Pay Anyone payment

Do you have a problem with a transfer or payment you have made in ANZ Internet Banking? Perhaps you’ve accidentally sent money to the wrong account or selected the incorrect payee?

The "Funds transfer/Pay Anyone enquiry" function can help you provide ANZ with everything required for prompt action.

Sometimes when you use the functions Transfer between my accounts or Pay Anyone, you may enter information incorrectly, resulting in an unintended recipient or incorrect amount. Or sometimes you may notice a payment is appearing more than once.

ANZ Internet Banking does not allow you to cancel Pay Anyone payments to be processed today, so you need to contact ANZ to investigate and ensure your issue is rectified promptly.

Help me

FAQs

See also

 

Before you start

If you think an unauthorised payment or transfer has been made in your ANZ Internet Banking please contact the ANZ Internet Banking Helpdesk immediately on 13 33 50 (International callers: +61 3 9683 8833) 24 hours a day, seven days a week. Your ANZ Internet Banking may be compromised and we will need to assist you.

Otherwise, you can easily enquire about a past funds transfer or Pay Anyone payment using the "Funds transfer/Pay Anyone enquiry" function:

  • Select the "Contact" icon in the header
  • Select "Funds transfer/Pay Anyone enquiry".

Alternatively, you can enquire directly from the payment/transfer in the "View past payments/transfers" function.

Step 1 - Read the important information
  • This page gives helpful information relating to funds transfers and Pay Anyone payments
  • Select "Continue".
Step 2 - Select the enquiry type
  • You can choose an enquiry type of either "Pay Anyone" or "Funds Transfer"
  • The enquiry type will initially be set to "Pay Anyone", but if you reached this page from the Past payments/transfers function and you had a transfer selected, "Funds Transfer"will be selected instead
  • You can change the enquiry type at any stage; keeping in mind any information you have entered for the previously selected enquiry type will be lost.
Step 3 - Select or enter the payment/transfer details
  • You will first need to locate or enter your payment/transfer
  • if you reached this page from the Past payments/transfers function, your payment will already be displayed and selected. Otherwise you will see all payments/transfers (dependent on enquiry type) from the last 14 days automatically.
  • If your payment does not already appear in the table, you can perform one of the following:
Option 1 - Help me find my payment

Use this option if your payment/transfer was completed within the last 120 days.

  • Select "Find past payment" or "Find past transfer"
  • After you have entered criteria to help you locate your payment/transfer, select "Search"
  • If you have located and selected your payment/transfer, select "Continue" otherwise you can try some different search criteria and again select "Search"
  • If you still cannot locate your payment/transfer after searching, select "Cancel" and follow the steps for option 2 below
Option 2 - Enter payment details manually

Use this option if you've been unable to locate the payment/transfer using Option 1, or your payment was made more than 120 days ago.

  • Fill out as much of the payment/transfer detail as possible. You can find this information on your saved or printed lodgement receipt.
  • The minimum information required for a Pay Anyone enquiry is:
    • From account
    • Payee’s BSB
    • Payee’s account number
    • Payment amount
    • Payment date.
  • The minimum information required for a Funds transfer enquiry is:
    • From account
    • To account
    • Transfer amount
    • Transfer date.
Step 4 - Enter the issues(s) you have with the payment/transfer
  • When you created your payment, you may have made some mistakes that you'd like us to rectify
  • You can select one or more issues you have with your payment/transfer using the "Issues with payment" section (or "Issues with transfer" for a Funds Transfer enquiry)
  • For a Pay Anyone enquiry, the issues you can select are as follows:
    • Incorrect BSB and/or account number (if you had entered a different BSB and/or account number than you had intended)
    • Incorrect Payee selected (if you had accidentally selected an incorrect payee from the Payee dropdown)
    • Incorrect Amount (if you had entered the wrong amount)
    • Payment did not reach destination
    • Payment was duplicated
    • Other (if your issue does not appear above)
  • For a Funds transfer enquiry, the issues you can select are as follows:
    • Incorrect source account
    • Incorrect destination account
    • Incorrect amount
    • Transfer did not reach destination
    • Transfer was duplicated
    • Other (if your issue does not appear above)
  • Please note: If you choose "Unauthorised payment" or "Unauthorised transfer", you will not be able to proceed with this function. You will be shown the phone number to call us to ensure the security of your ANZ Internet Banking is protected.
  • Once you have provided the required details for the payment/transfer issues you have selected, select "Continue".
Step 5 - Review your enquiry
  • Review the details of your enquiry
  • Enter additional comments if you have any
  • Enter your contact details in case we need to get back to you for more information.
Step 6 - Confirm your enquiry
  • When you are happy with the information select "Submit". This will send your enquiry to us and a confirmation message will display.

Use our frequently asked questions to find out more about enquiring about past funds transfers and Pay Anyone payments.

I don’t recognise a payment/transfer in my past payments/transfers. What should I do?
Why can’t I find my payment/transfer?

Your payment/transfer will not be found in ANZ Internet Banking if your payment/transfer was completed more than 120 days ago.

If you wish to enquire about an older payment, you can either enter the details manually (see Option 2) or call us on 13 33 50 (International callers dial +61 3 9683 8833), 24 hours, 7 days a week.

How long will it take for my funds to be returned to me?

It will take between four and six weeks, depending on the availability of funds and/or consent received by the incorrect recipient.

If you have not heard back from us in this timeframe, please call us on 13 33 50 (International callers dial +61 3 9683 8833), 24 hours, 7 days a week.

Can I enquire about an international money transfer using this function?

This function is only for Pay Anyone payments and for transfers made using the function Transfer between my accounts.

To enquire about an international money transfer, please enquire about a past international services payment.

Back to top