Cancelling Direct Debits and Recurring Payments
An easy guide to help you cancel payments
Identify if it’s a Direct Debit or Recurring Payment
Direct Debits are regular payments set up from your transaction or savings account. This is where you’ve provided your BSB and account number to the merchant or service provider.
Recurring payments are regular payments set up to your debit or credit card. This is where you have provided your credit or debit card details (card number, expiry date and CCV security code) to the merchant or service provider.
We can help you stop or cancel either type of payment
Stopping a Direct Debit will temporarily reject those payments from being taken from your account, until you inform us to remove the stop.
Cancelling a Direct Debit, on the other hand, will permanently stop and reject future payments, and then cancel the Direct Debit arrangement with the relevant service provider or company (e.g. your phone company).
Important note: You should always consider any terms and conditions the Merchant may have regarding cancelling a direct debit or recurring payment.
For example, a Merchant may specify that you cancel your authority in writing or within a specific timeframe prior to the next payment date. Suncorp Bank accepts no liability and will not be responsible for helping you, at your request, to pause, stop or cancel a direct debit or recurring card payment where you have not acted in accordance with the terms and conditions of the Merchant.
To stop or cancel a direct debit
You can:
- Call us on 13 11 75
- Send us a secure message through Internet Banking
- Fill out a Direct Debit Stop/Cancellation Request Form and bring it to a Suncorp Bank branch.
Remember to select your required request type, i.e., Add Stop, Delete Existing Stop or Cancel Direct Debit.
And make sure to provide the following details:
- Full name
- Account name
- Account number
- Merchant name
- Date of last payment or 6-digit Debit User ID Number
- Lodgement reference number
- Payment amount.
To stop or cancel a recurring payment
Only an authorised cardholder can request to stop or cancel a recurring payment on a credit card or debit card.
You can:
- Call us on 13 11 75
- Send us a secure message through Internet Banking
- Visit your local Suncorp Bank branch.
And make sure to provide the following details:
- Full name
- Card number
- Merchant name
- Date of last payment
- Payment amount.
Please note that you should not rely on your card details changing to stop or cancel a recurring payment. If your Visa Debit card details change (e.g. if your card is reissued or replaced), Visa may send this information to merchants who you have authorised to charge recurring payments. For example, if you have authorised a recurring subscription payment for a streaming service, Visa may give your new card details to the merchant and their bank to facilitate payment continuity. This means that the subscription payment may continue to be charged without you providing the updated card details (depending on whether the merchant receives this service).
If you would like to opt out of Visa sharing your updated card details with all merchants, please contact us on 13 11 75.
Noticed you’ve been charged AFTER cancelling a direct debit or recurring payment?
For direct debit transactions contact us on 13 11 75 or visit a Suncorp Bank branch.
For a Visa Debit card transaction, use this guide to raise a dispute in the Suncorp Bank App.
Or fill out a Visa Debit Dispute Form* or file a Transaction Dispute for credit cards.*
*Note these forms are applicable to recurring payments only.
- The direct debit stop/cancellation request only needs to be authorised by one customer with signing authority on the account. This applies even if the Number to Sign to Operate is two or more.
- While we agree to stop/cancel direct debit/s and recurring payment/s, if a payment is due to be charged to your account within the next 2 business days, this transaction may not be stopped.
