Need to contact

Macquarie Bank

and make sure they reply?

Macquarie Bank is a digital-first bank designed around online and mobile banking rather than physical branches. Most customer support is delivered through secure in-app messaging, online banking tools, and 24/7 phone support, making it easy for customers to manage everyday banking issues without visiting a branch.

Customers can access help at any time using Macquarie’s in-app assistant, known as “Q,” or by calling the bank’s support line. Macquarie promotes its service as convenient and always available, particularly for tasks like card management, payments, account access, and security checks. While many customers value the streamlined digital experience, some report that reaching a human support agent can take time during busy periods or when an issue requires additional security review.

Customers most commonly raise issues that stem from Macquarie’s strict security controls and digital-only service model.

Account blocks and security lockouts are frequently reported, with some customers describing situations where their accounts were restricted or frozen due to fraud prevention checks and required follow-up with support to restore access.

Long wait times are another common frustration, particularly when customers are transferred between departments before receiving a clear resolution.

Payment delays can also occur when transactions are flagged for additional review, which may be inconvenient if funds are needed urgently.

Some customers feel that transaction disputes and fraud investigations take longer than expected, even when the outcome is eventually resolved in their favour.

Additionally, because Macquarie does not operate everyday retail branches, customers who prefer face-to-face assistance may find it challenging to resolve issues entirely through digital or phone-based support.

Macquarie Bank provides several ways to contact customer support, depending on the urgency and type of issue.

The fastest option for most customers is the secure in-app or online chat feature, available through the Macquarie Mobile Banking app or online banking. This channel allows customers to ask questions, manage cards, report issues, and receive help at any time.

For urgent or complex matters, customers can call Macquarie’s 24/7 phone support line on 02 8550 5666, or +61 2 8550 5666 from overseas. This is often the best option for account access problems, security concerns, or time-sensitive issues.

Macquarie’s online Help Centre provides step-by-step guides and FAQs covering common topics such as payments, disputes, card management, and login issues. Customers who need to escalate an unresolved issue can lodge a complaint through Macquarie’s formal feedback and complaints process, which includes online forms and a dedicated complaints pathway.

Customers who are d/Deaf, hard of hearing, or have a speech or communication difficulty can also contact Macquarie through the National Relay Service.

Refunds and transaction disputes:
Macquarie allows customers to dispute transactions they believe are incorrect, unauthorised, or fraudulent. Once reported, the bank investigates the transaction and provides updates during the process. If the transaction is found to be invalid or fraudulent, the funds are refunded and the account balance corrected.

Cancellations and account closure:
Customers can close Macquarie accounts and services when they no longer need them, provided any outstanding balances are cleared first. Credit cards, transaction accounts, and other products can generally be closed through online banking or with assistance from support. Customers are advised to request confirmation of closure for their records.

Returns (how this applies to banking):
While banking, products cannot be “returned” like retail goods, customers can seek refunds from merchants for card purchases. If a merchant does not cooperate, Macquarie may assist through a chargeback or dispute process, depending on the circumstances.

Price match:
Macquarie does not offer a public price match policy. Interest rates and fees are set by product terms and may vary depending on individual circumstances, but there is no advertised guarantee to match competitor pricing.

Warranty and protection:
Macquarie provides strong fraud protection measures, including secure authentication and zero liability for unauthorised card transactions when reported promptly. Some credit cards may also include complimentary insurance benefits, such as purchase protection, depending on the product.

Direct debits and recurring payments:
Customers can cancel direct debits by contacting Macquarie or managing payments through online banking. If a direct debit continues incorrectly, Macquarie may assist in disputing the transaction.

Financial hardship assistance:
Macquarie offers financial assistance options for customers experiencing hardship due to illness, job loss, or other unexpected circumstances. Support options may include temporary payment relief or alternative repayment arrangements.