FAQs

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• > Frequently asked questions about the discontinuation of Once

  • When did this happen?

    The Once brand was discontinued after 21 June 2019.

  • Why has my credit limit been reduced to $0?

    We have taken the tough decision to discontinue the Once brand. That means we are no longer providing credit under this brand.

  • Can I still use my card?

    No we have restricted all cards from any spend.

  • Do I still need to pay my balance off?

    Yes you must continue to pay the amounts which are required to be paid under your Once credit contract. If you are having financial difficulties in making your payments, please contact us as soon as possible on 13 ONCE (13 6623) so that we can try to help you.

  • What do I do if I have direct debit arrangements in place with Once?

    If you have previously set up a direct debit arrangement with us to periodically debit your nominated account for an agreed payment amount (such as your minimum monthly repayment or a fixed monthly payment to your account), these direct debit arrangements will remain in place.

  • My account was in credit. How do I get these funds back?

    If your Once account is in credit, you can make a request for a refund of the credit balance. To make that request, please call us on 1300 115 533 and we can assist you.

  • I used my Once card to pay off my monthly bills. Will these direct debits still work?

    Any direct debit arrangements or payment instructions that you have set up with third parties (such as a merchant or a service provider) will need to be cancelled. If you do not cancel those arrangements with third parties, those transactions will be declined because your credit limit has been reduced to zero.

  • When did the Once brand get discontinued? I wasn’t notified of this happening.

    We sent an email or letter (depending on your preference) to all customers by the 21st of May 2019 detailing this decision.

  • I have changed my email address so I didn’t receive the communications. How was I supposed to know?

    We do apologise for the inconvenience however we could only send the email to the email address we have on file.

  • I have moved house so I didn’t receive the communications. How was I supposed to know?

    We do apologise for the inconvenience however we could only send the letter to the postal address we have on file.

  • Who do I contact if I have any questions on paying down my Once account?

    Our team would be more than happy to help. You can either contact us on 13 ONCE (13 6623) or email us on customerservice@flexicards.com.au.

  • How do I make a repayment?

    You can make payments on your Once account using one of the options below:

    • Direct Debit – simply arrange to have your payments automatically debited from your nominated bank account every month at no cost.
    • POSTBillPay - which is operated by Australia Post. To make a payment go to POSTBillPay.com.au or call 13 18 16. Over-the-counter payments can also be made at any post office using your statement or card. Your POSTBillPay details can be found on your statement.
    • BPAY – which is made available through your Financial Institution. BPAY allows you to pay online or over the phone. Your BPAY details can be found on your statement.

    NOTE: Payments made by methods other than Direct Debit will incur a $2.50 Processing Fee..

  • Do I still have access to my Online banking

    Yes your online banking access will remain as long as you still have a balance on your account.

  • Will I still be charged an annual fee?

    No you will no longer be charged an annual fee. We also refunded a portion of your annual fee depending of the remaining period on your annual account cycle when your credit limit was reduced to $0.

  • Where can I access my statements?

    Every month, two weeks prior to your payment due date, we’ll send you a statement by post or email, depending on the option you have selected.

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• > Frequently asked questions about financial hardship

  • Can I continue to make purchases while I’m in hardship?

    Once your account is placed under hardship you won't be able to continue to make purchases. This is for your own financial security, preventing your account from falling further into hardship.

  • Will hardship default my credit line?

    No, we won't default or make any comments on your credit file.

  • How do I apply for hardship?

    To apply for hardship, send us an enquiry using our website help form and one of our team will be in contact with you to discuss your options. Or if you’d like to speak directly to one of our friendly customer service representatives, you can do so on our web chat, or by calling 13 ONCE (13 6623)

  • What if I am still in the same position in four months' time?

    If in four months’ time you find that your situation hasn’t changed or hasn’t improved to a point where you’re able to continue repayments, your account will be reassessed and we'll be happy to discuss additional options.

  • Can I reduce my payments?

    Yes, reduction of repayments is one available option to assist during financial hardship. Applications are assessed on a case by case basis. However, the more information you provide the better we can review for options that best suit your situation. View the list of recommended supporting documents.

  • Do I need to send supporting documents?

    Applications are assessed on a case by case basis. However, the more information you provide the better we can review for options that best suit your situation. View the list of recommended supporting documents.

  • What assistance can I get?

    Common types of assistance include payment arrangements, moratorium or other variations to your credit contract. Our dedicated team will assess for the most suitable option to improve your financial position.

  • Will I still receive calls asking for payment?

    No. Collections action will cease while we assess your application and will not resume during any approved period of assistance provided there is no default on the terms of the assistance.

  • What happens if Once don’t agree to vary my contract?

    We’ll provide the reasons for our decision in writing. You may wish to seek independent financial advice about further options available to you.

    Contact the National Debt Helpline on 1800 007 007 for a free independent financial counselling service.

  • What happens if I disagree with your response?

    If you want us to review our decision, please contact our team on 02 8905 2506 or email hardship@flexigroup.com.au.

    If you’re not satisfied with our final response you can lodge a complaint with the Australian Financial Complaints Authority:

    Online: www.afca.org.au

    Email: info@afca.org.au

    Phone: 1800 931 678 (free call)

    Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

  • What happens if I my financial situation does not improve by the end of the assistance period?

    Please contact our specialist team on 13 ONCE (13 6623). They’ll re-assess your situation for the most suitable option to improve your financial position.