Answer your questions with our FAQs below.
Frequently Asked Questions
General FAQs
How can I make my loan repayments?
You can now make payments using the options below:
Direct debit
Direct debit form (click to open form)
Telephone & Internet Banking
Biller code: 303784
Ref: Your loan account number
Telephone & Internet Banking
- BPAY® Call your bank, credit union or building society to make this payment from your cheque, savings or credit card account. www.bpay.com.au
Can I borrow more money?
We are currently unable to offer increases to your loan limit. We apologise for any inconvenience this may cause you.
How can I request a redraw?
If redraw is available to your under the terms of your Loan Agreement, you can request a redraw by:
How do I make a lump sum payment to my mortgage?
If you are permitted under the terms of your Loan Agreement to make lump sum payments, you can request a lump sum payment by:
What do I do if I need to remove a borrower from my mortgage?
You will need to complete the Application to Vary Your Existing Loan form
You will be required to provide updated supporting documentation. Anchorage reserves the right to re-identify borrowers and other parties involved with your loan in order to satisfy legal requirements under the AML/CTF Act 2006 (Anti-Money Laundering and Counter-Terrorism Financing Act 2006).
How do I change the property that secures my mortgage?
You will need to complete the Application to Vary Your Existing Loan form
You will be required to provide updated supporting documentation. Anchorage reserves the right to re-identify borrowers and other parties involved with your loan in order to satisfy legal requirements under the AML/CTF Act 2006 (Anti-Money Laundering and Counter-Terrorism Financing Act 2006).
How can I get my salary paid straight into my Smartway loan account?
You will need to complete the Salary Credit Instruction form
How can I view my loan details whenever I want?
Anchorage Online offers a range of services to help you view and manage your accounts, such as:
- Account Summary – View the balance & available redraw of all of your accounts at a glance
- Transaction History – View up to six months account activity such as deposits, repayments and redraws
- Redraw Request – Request a redraw of your available excess funds to your nominated bank or credit union account
- Lump Sum Payment – Request a lump sum payment to your loan account from your nominated bank or credit union account
You can apply for access to Anchorage Online by completing the Anchorage Online Registration Form.
How can I raise an issue with Anchorage?
If you have any issues you wish to raise with Anchorage, there are four ways you can contact us.
- You are welcome to speak to the Anchorage Customer Service team on 1300 855 474 and they will do their best to resolve your issue.
- You can complete our web enquiry form
- You can write to us at Locked Bag 5002, Concord West, NSW 2138.
- You can fax us on 1300 851 649
How long will my issue take to be resolved?
Simple issues should be resolved within 24 hours. Alternatively, we will acknowledge the receipt of an issue within 2 business days. The time required to investigate can vary, but we will get back to you with either an outcome, or an update within 5 business days.
What if my issue has not been resolved to my satisfaction?
If you are an individual or a small business customer you may be able to raise your concerns with the Financial Ombudsman Service. Contact details for the Financial Ombudsman Service are:
How can Anchorage Home Loans help if I am facing financial difficulties?
We understand that a change of circumstances may cause temporary financial hardship for some of our customers. This may impact your ability to make your home loan repayments as required by your loan agreement. At Anchorage Home Loans, we would like to help our customers through these times.
If you are facing financial hardship, please contact us on 1300 775 963 to speak to our specialist team who will be able to assess your situation and help you with options to support you through this period.
If you require financial assistance, we will need you to complete the Application for Financial Assistance. Please also call us on 1300 775 963 to have the applicable Statement of Financial Position form mailed out to you. We will require both documents to be completed in order to proceed with assessing your application.
You may also want to look at the Australian Securities & Investment Commissions FIDO website for practical tips and useful links to help you through these difficult financial times.
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