Find important information and answers to frequently asked home loan questions.
If you’re experiencing problems with making calls or logging into your online accounts – check out our system status page to see if there is an outage that may be affecting you.
| General online enquiries | ||
Reward Me home loan and Send us a message via the secure mailbox |
Access your account online via the Hub. Online: hub.virginmoney.com.au |
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| Reward Me home loan the Hub account assistance. |
Select option 1 then 5 |
7 days from 7am -11 pm (AEST) Excluding public holidays. |
| General enquires | ||
| For existing home loan and offset account enquiries. |
Then select option 1 then 5 |
Monday to Friday 8am – 6pm (AEST/AEDT) Saturday 8am – 5pm (AEST/AEDT) Excluding public holidays. |
| If you’re overseas and you need to speak with us. | +61 8 6559 7679 | Monday to Friday 8am – 6pm (AEST/AEDT) Saturday 8am – 5pm (AEST/AEDT) Excluding public holidays. |
| For assistance with an overdue account. |
1800 312 115 | Monday – Friday 8.30am - 5pm (AEST) Excluding public holidays. |
| Experiencing financial difficulty? Find out how we may be able to help. |
1800 701 997 |
Monday – Friday 8.30am - 5pm (AEST) Excluding public holidays. |
To discuss the release of a security property or the full discharge of your home loan. |
Then select option 1 then option 5 |
Monday to Friday 8am – 6pm (AEST/AEDT) Saturday 8am – 5pm (AEST/AEDT) Excluding public holidays. |
| If you need to drop us a letter regarding your home loan. | Virgin Money GPO Box 898 Brisbane, 4001 |
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| Need to fax us something | 1300 719 105 | |
| Email enquiries | |
| Please note that for security reasons we cannot provide assistance relating to specific account enquires, password resets or online assistance via regular email. Please use your online account or call our team for assistance. | |
Financial difficulty assistance. |
customerassistanceteam@virginmoney.com.au |
| Email a completed discharge authority form. | support@virginmoney.com.au |
| Email us documents. | service@virginmoney.com.au |
Would you like to send us some feedback or lodge a complaint? |
service@virginmoney.com.au |
| Client Lifecycle Team | |
| If you've received a call or email from the Client Lifecycle Team, please contact our dedicated team. Monday - Friday 8:30am to 5pm (AEST). |
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Call the Client Lifecycle Team. |
1300 338 293 or (07) 3022 5411 |
| If you are overseas. | +61 7 3022 5411 |
| Send an email. | clientlifecyclekyc@boq.com.au |