SocietyOne SpendOne and SaveOne accounts are now closed

SocietyOne SpendOne SaveOne accounts and debit cards were issued by Westpac Banking Corporation.

Have a query about your SocietyOne SpendOne and SaveOne accounts?

See below for answers to our most frequently asked questions on topics including disputing transactions, downloading statements, feedback and complaints.

FAQs

If I have an outstanding query, who can I reach out to for support?

Whilst the SocietyOne SpendOne SaveOne App closed on 5 September 2023, we’re still here to answer any questions you might have:

If you want to request a historical account statement or interest summary, please contact societyone@westpac.com.au
If you have any general enquiries or a complaint please contact societyone@westpac.com.au.

What happens if I didn’t transfer my funds by 4 September 2023?

If you missed the 4 September 2023 deadline to transfer your funds using the SocietyOne SpendOne SaveOne app, we will return funds to you via a cheque where your total balance was $10 or more. If your total balance was less than $10, your funds have been donated to charity, however, you can contact us if you would like the amount owing returned to you.

Please allow time for cheques to be processed and posted to the address held on your account on 4 September 2023. Please contact us if your address has changed.

If you have any questions or if you haven’t received a cheque by 10 November 2023, you can contact us.

I would like to make a complaint.

To make a complaint, please contact us via email: societyone@westpac.com.au

If you’re ever unhappy about something we’ve done, or perhaps not done, please give us the opportunity to put things right.

Our aim is to resolve your complaint within 5 business days, and where possible we will resolve your complaint on the spot. If we are unable to resolve your concern at your first point of contact, we will provide you with your complaint reference number within 24 hours and an update within 5 business days. If we need additional time to resolve your complaint, we will let you know.

If you are not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent service to resolve complaints you might have about us where the complaint falls within AFCA’s terms of reference.

You can get in touch with them here:

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Post: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3002

If your complaint relates to how we have handled your personal information, you may also lodge a complaint for free with the Office of the Australian Information Commissioner (OAIC)

Online: https://www.oaic.gov.au/

Email: enquiries@oaic.gov.au

Mail: Office of the Australian Information Commissioner, GPO Box 521, Sydney NSW 2001

Fax: (02) 9284 9666