We can return the exact amount to your bank account through the app.
First things first, there’s a few things you need to know:
• Your account needs to be in credit before you ask for a refund. If you’re not in credit, you’ll be charged a fee for requesting a money transfer.
• You should only transfer the exact amount you’re in credit, or you’ll be charged a fee. If the positive balance is more than you credit limit, please contact us
• There can’t be any pending transactions on your account (you’ll be able to see if it’s pending in the transactions list)
• You shouldn’t use your card until the money is in your bank account (usually the next working day), as if you spend before the money clears then you could be charged
• You’ll need to know your password for the app to confirm the transfer. This is the password you set up when you first downloaded the app. If you can't remember your password, you can reset it in the app – you’ll need your card handy to do this
To request a refund in the app:
1. First you'll need to login to our Mobile App
2. On the Summary page, confirm that you have a positive balance
3. Go to ‘Payments’ and select ‘Make a money transfer’
4. Choose the first option shown, agree to the terms, enter the amount you are in credit and your bank details. Although you are shown a fee, this is not charged in the event you are transferring the exact credit balance in the account. This account you're sending the money to must be in your name.
5. Confirm the transfer with your app password
Next steps
Once you’ve confirmed your password, this will complete your transfer. The money will be in your bank account by the end of the next business day if completed before 4pm. For example, if you complete a transfer on Friday at 3pm, the funds will be in your bank account by 5pm on Monday.
You can also contact us to request a credit balance refund. We can only make a refund to the account details we have on file and if there’s a Direct Debit set up. If you don’t have a Direct Debit in place, we might need you to send us proof of the bank account in your name that you would like us to send the funds to.