Bank FAQ

Find answers to our most frequently asked customer questions about topics including online banking, financial hardship, community banking, debit cards, and security.

Managing your banking online

  • Log into internet banking or your banking app. Select accounts to manage the digital dashboard and display account balance/s for easier access. 

    Banking app users can access Quick Balance without the need to login to the app. Simply add a Broken Hill Bank widget to the home screen on a smart device.

Lost cards or fraud

  • If you notice an unusual transaction not made by a cardholder or account holder, we can help once the transaction is no longer pending. Sometimes the best thing to do first is to contact the merchant or business directly. 

    Find the full steps for disputing transactions by visiting a branch or calling us on (08) 8088 2199 during business hours.

  • If you are missing your Visa Debit card, you can immediately report and cancel your card via the Broken Hill Bank Internet Banking or Banking app. You can also report a lost or stolen card by calling (08) 8088 2199 during business hours or 1800 648 027 after hours.

    If you have your card replaced, remember to update any subscriptions and bill payments linked to the card with your new card details.

  • If you believe your card has been temporarily misplaced, you can put a temporary block on it until you’ve found it. This can be actioned via Internet Banking or Banking App via the Cards option (Lock / Unlock). Alternatively, please contact Broken Hill Bank during business hours on (08) 8088 2199 or after hours on 1800 648 027.

  • If you suspect fraudulent activity or have fallen victim to a scam, it is essential to report it promptly. Call (08) 8088 2199 during business hours or 1300 705 750 after hours to inform our team. 

    Learn more about scams and fraud and the reporting process, plus things to be aware of.

Pending transactions and balance

  • Some transactions will appear as ‘pending’ on your account until the payment is fully processed. It will generally take 2-5 business days to process a transaction, though it can take up to 10 business days or longer. Once a transaction appears as pending on your account you are unable to stop or cancel it until it is complete.

  • The available balance is the amount of funds you have currently available to use. 

    The account balance is the total amount in your account and includes pending transactions or other amounts yet to clear. Your account balance is not affected by a pending transaction. It only updates once the payment is fully processed.

    Pending refunds will not affect the account balance until they are processed.

Money transfer times

  • PayID and other instant transfers

    PayID* transfers and most transfers made to a BSB and account number are usually processed instantly, or within a few minutes. Payments made using Osko to another financial institution are made in real time, however some payments to other financial institutions may take up to 24-48 business hours. 

    Transfers for accounts you have authority to access

    Payments that are made to your linked accounts, where you are the account holder, happen in real time. Payments that you make to another Broken Hill Bank account also happen in real time.

    International money transfers (IMT) 

    It usually takes 2-5 business days to process an international money transfer. It may take longer, depending on the recipient’s country and bank. 

    Transfers made on a weekend or public holiday will be processed the following business day. 

    *PayID is a registered trademark of NPP Australia Limited.

What is a BSB number?

A BSB (Bank-State-Branch) number is a six-digit number that identifies banks and branches across Australia. You can see the BSB for each of your accounts in your online banking or in the mobile app when you log in.

Broken Hill Bank BSB Number is 802-377. 

When you want to transfer money to someone, you’ll need the recipient’s BSB, account number and account name. And you’ll need to give your BSB and account number to anyone transferring money to you. 

You can also make a payment to a mobile number or email address (using PayID) and receive payments in your BH Bank PayID linked account.

Community banking

Rebrand FAQ: BHCCU is now Broken Hill Bank 

As of 28th November 2024, Broken Hill Community Credit Union has rebranded as Broken Hill Bank. 

Through our research, we discovered that many people, especially younger generations, aren't familiar with what a credit union is. To continue growing and to better serve our customers, we decided to rebrand as a bank. 

This change allows us to better communicate that we offer the same services and products as any other bank, while still maintaining our customer-owned structure. Our profits continue to be reinvested into providing the best products and services for you, our customers. 

Changing our name is a significant process, and it will take some time to update all our materials.  During this transition, you might see both our legal name The Broken Hill Community Credit Union and Broken Hill Bank branding in use. We appreciate your patience as we work through this transition. 

Here are a few of the common questions about our new name, Broken Hill Bank.

  • We chose to change our name to better reflect what we offer to our customers. While we have always provided banking services, the term "credit union" sometimes led to confusion. By rebranding as Bank, we aim to more clearly communicate the full range of services we provide.

  • Your accounts and services will continue as usual. The change to Broken Hill Bank is only in trading name and branding. All your account details, features, and benefits remain unchanged.

  • Yes, you can! Our online banking and mobile apps will be updated to display the new Broken Hill  Bank name. You’ll have the same convenient access to all your financial services.

  • Your existing cards will continue to work as they always have. The change for the design of your visa debit card will happen over time, however, Digital Wallet users will see their digital card updated soon.

  • The website address has changed to brokenhill.bank but if you have bookmarked https://www.bhccu.com.au/ the link will automatically redirect you to the new web address. 

    Bookmarked online banking logins will also take you to the new address for login. Your member number and login details will remain the same.

  • Members can still contact our team on 08 8088 2199, our phone number remains the same.

  • No. Our dedication to supporting the community remains as strong as ever. We’ll continue to engage in community initiatives, sponsor events, and partner with organisations under our new trading name.