on 11-06-2018 11:33 PM
Notifications are designed to alert me for security reasons if i make a payment to as new recipient (good), but every quarter when I make a standard payment to Sydney Water (which I have done quarterly for many years) the system still emails me and says I have scheduled a payment to a new recipient (which this is not) and did I really intend to do this? How can I tell the system that this is NOT a new recipient? Shouldn't the system be able to 'learn' this?
on 11-06-2018 11:20 AM
Hey @sbsykes, this is a great question.
There could be a few reasons this would be happening. The first being that you haven't saved Sydney Water as a recipient - you can check this via the "Payments and Transfers > Manage Recipients" tab. So even though you're setting up a recurring payment, the system doesn't recognise that it's not "new". But, it's important to note that some merchants won't actually allow their details to be saved.
As an example, The Water Corp here in WA have made the decision to not be able to save their details, as the Reference Number pertains to the residential address and not the customer name. If the details are saved and a customer moves, their reference number will change.
We're not able to view your account(s) via the Forum, but if you'd like to discuss this further you can log in to Online Banking and select "Ask Us" via the Mobile App menu or "Message us Now" from a PC at any time. Alternatively if you can't access Online Banking, you can give us a buzz 24/7 on 13 17 19.
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