ACM Group found guilty of misconduct for "widespread" and "systemic" harassment of vulnerable consumers

ACM Group found guilty of misconduct for "widespread" and "systemic" harassment of vulnerable consumers

Debt collectors ACM Group have been found to have been engaged in deceptive and misleading conduct relating to two “vulnerable consumers” in cases brought forward by the ACCC and ASIC. The firm, which used methods of harassment and coercion including multiple telephone calls, false threats and misinformation, have now been put on notice as a direct result of their conduct, which was found to infringe on Australian Consumer Law by the Federal Court.

The ACCC said that between 2011 and 2015 ACM unfairly and inappropriately pursued two low-income consumers over defaults on their phone bills: debts that had been sold on to ACM by their service providers, including Telstra.

ACCC Commissioner Sarah Court said that the “conduct by ACM was particularly egregious, as it included ongoing harassment of a care facility resident who had difficulty communicating after suffering multiple strokes, as well as a Centrelink recipient who was falsely told their credit would be affected for up to seven years if they failed to pay immediately.”

Despite the debtors’ assets and income meaning that a judgement debt through the courts would be impossible, and despite knowing that they had “no means, or only limited means, to repay”, ACM repeatedly threatened legal action against them, including threatening bankruptcy, undoubtedly causing them undue stress.

“Lower-income groups suffer greater stress because of debt collection practices and have limited access to legal support, while creditors are using improper ways to escalate disputes,” Ms Court said. “One of the ACCC’s enduring enforcement priorities is taking action against conduct that impacts disadvantaged or vulnerable consumers”.

Gerard Brody, Consumer Action’s Director of Policy and Campaigns, said he was pleased that in the context of the legal action, ACM Group had revised its debt collection procedures significantly. He also implied that providers ought to have more responsibility towards their customers.

“Firms that sell debts to external collectors should have adequate controls to ensure those collectors abide by the law. If a consumer disputes a debt being sought by an external collector, firms should consider buying back debts so that consumers can fairly resolve complaints and disputes with the original creditor,” said Mr Brody.

More information on dealing with debt collectors: your rights and responsibilities.

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Learn more about credit cards

How to increase my Commonwealth credit card limit?

Commonwealth Bank credit cards are extremely popular in Australia for everyday purchases and big ticket items alikers. A number of the card’s functions can be customised, depending on your needs and desires. If you wish to increase your Commonwealth credit card limit using the CommBank, you can usually do so on the app or via NetBank.

In the CommBank app, tap on the ‘Cards’ icon and choose your credit card. Then, click on ‘Credit Limit’ and select the ‘Increasing your limit’ option. If you don’t have the CommBank app, you can also increase your Commonwealth Bank credit card limit through NetBank. Simply log on and go to Settings, then click on ‘Product Requests’ and then choose ‘Credit Card Limit Changes’. 

Once the bank has received your application, they will review your account and payment history. Based on this assessment, your application will either be approved or denied. If approved, your new limit will be applied to your card instantly. 

While increasing your credit card limit may be an easy process, it’s important to remember that you should only request limits that you can manage. A high limit increases the risk of having a larger debt, even with cards that provide low-interest rate options. So, it’s important to think carefully and seek advice from people you trust before increasing your Commonwealth Bank credit card limit.

How to increase your HSBC credit card limit

You can opt to increase your HSBC credit card limit in multiple ways. 

The easiest way to change your HSBC credit card limit is through online banking. Log on to your account and click on ‘Manage your account’. Then, click on ‘My Cards’ and choose to change your credit card limit. Simply complete the HSBC credit card limit increase form and click on ‘Submit’. 

You can also request to increase your credit card limit by calling HSBC’s customer service hotline on 1300 303 168. 

Lastly, you can visit any HSBC branch to apply to lift your card limit. 

If you are facing challenges while trying to complete an HSBC credit card credit limit increase online, you can chat with a representative using internet banking. Click on the ‘Need Help’ button on the right of the dashboard and open the chat window to speak with the customer service officer. 

How to increase your Bendigo Bank credit card limit?

As a Bendigo Bank credit cardholder, you can avail a minimum limit of $500, but if you use your card regularly, you may want to consider increasing it. To increase your Bendigo Bank credit card limit, you can contact the bank’s credit card team on 1300 236 344 and talk to the bank directly.

You can also apply for a credit card limit increase through online banking, by logging into Bendigo Bank web portal or through the app on your phone or tablet. Once you’ve successfully logged in, you'll want  to send a secure message to Bendigo Bank asking them to increase your credit card limit. 

If you cannot access the online portal or the app, you can also apply to increase your credit card limit through the online enquiry form. Simply add relevant information in the required fields and click ‘Submit’. Once you have completed the application, Bendigo Bank should verify your details and analyse your current financial standing. Based on this assessment, the bank will either accept your application to increase your credit card limit or deny it. 

What coverage does Coles credit card insurance offer?

Most customers who own a Coles credit card may be eligible for complimentary purchase protection insurance, but low rate card owners won’t receive this benefit. 

Some premium credit cards issued by Coles include transit accident insurance and extended warranty cover in addition to purchase protection insurance. Covered items paid for at least partially with your Coles credit card usually qualify for purchase protection insurance.

However, you may only be eligible for transit accident and extended warranty coverage if the entire travel cost or purchase price is billed to the eligible card. Additionally, the extended warranty coverage matches the manufacturer’s warranty up to a maximum of five years. If your credit card offers extended warranty, but the covered item comes with a six-year warranty, you're unlikely to receive the benefit.

Does St. George Bank offer any credit card insurance?

Depending on the type of card they hold St. George Bank credit cardholders can benefit from a host of various credit card insurance offerings including:

Complimentary overseas travel insurance, covering:

  • Medical and hospital expenses incurred while travelling overseas, with the exclusion of pre-existing conditions
  • Loss or damage to personal property
  • Legal liabilities
  • Loss or damage to rental vehicles
  • Unexpected cancellation of travel arrangements or any other unforeseen expenses

Complimentary purchase security insurance may be available to level 1 cardholders for four months and three months of complimentary insurance accessed by level 2 cardholders. This type of insurance covers loss, theft, and damage costs to eligible products purchased anywhere around the world, provided that the product was purchased using the St. George Bank credit card. 

Extended warranty insurance may be available to St. George Bank credit cardholders, which extends the manufacturer’s Australian warranty on certain products purchased. For example, if you purchase a pair of headphones that comes with 11 months of warranty, St. George Bank will provide an extended warranty of 11 months, provided the entire purchase is charged to the St. George Bank credit card. 

Select cardholders may be able to take advantage of St. George Bank’s rental vehicle excess insurance, which covers up to $5,500 for any excess or deductible which the cardholder is legally liable to pay during the rental period. 

How does the ANZ credit card instalment plan work?

While you usually need to settle all or part of your credit card dues at the end of your statement period, some credit cards afford you the option of setting up instalment plans. This allows you to settle your credit card debt at a pace that's more convenient for you, paying a fixed amount over a fixed period, thus making it easier to budget your repayments every month.

With the ANZ credit card instalment plan, you can set up a structured repayment schedule for part or all of your balance, or even for specific purchases over a certain value.

Some of the benefits of instalment repayment include: 

  • Structured repayments: You’ll have a fixed sum to pay each month.
  • Easier to budget: A fixed repayment sum makes it easier to make your monthly budget.
  • Account benefits: You might also get benefits such as discounted interest rates or debt-tracking tools.

There are disadvantages of opting for instalment repayment, however, and they include:

  • Less flexibility: You will not be able to pay a smaller amount once you set an instalment plan.
  • Different interest charges: In case the instalment plan only covers part of the balance, different interest charges could apply, making it challenging to budget.
  • Additional fees: You might have to pay fees or penalty charges in case of missed payments.

What does Westpac credit card insurance cover?

If you own a Westpac credit card, one of the perks may be  free travel insurance. If you’re eligible, you may be covered if you get sick while travelling, have lost your luggage, have to cancel a trip or have an accident while you’re on the move.

Besides these standard inclusions, the Westpac credit card insurance policy may also cover you for hospital essentials, emergency dental treatment and alternative transport if your original plans go awry. It may also cover loss of income when you get back home after being sick  overseas and your pets’ boarding costs too.

If you have any queries, the Westpac credit card insurance contact number is 1800 091 710. You can submit a claim online.

 

How to increase your Qantas Premier credit card limit

When your income or spending habits change, you might wish to increase your credit card limit. The Qantas Premier credit card allows you to do this over the phone. You can contact Qantas Premier Card Support by calling on 1300 992 700. Unlike some other credit providers, Qantas doesn’t give you the option to increase your limit online.

Qantas will only accept your application if you have a good history of repayment and have not increased your credit or bought another credit product from Qantas in the past six months.

Before approving your Qantas Premier credit card limit increase, Qantas will perform a credit assessment on your current financial circumstances and ask why you would like to increase your credit limit.

To ensure that there are no bumps in your application process, you must provide accurate and recent information about your financial situation. You should also account for any future changes you’re anticipating which could hinder your ability to repay the loan.

Once the assessment is complete, Qantas will either approve or deny your application. If they approve it, you will need to sign a credit limit increase agreement - and you can request a written copy of the credit assessment. However, if your application is rejected, Qantas can opt not to provide a copy of the assessment.

What is the CUA credit card increase limit process?

A credit limit is pre-assigned based on factors like your income, expenses, and debt by the card-issuing company. It varies from time to time based on credit utilisation and changes to your circumstances.

If your income has increased or your liabilities have reduced, you can request for an increase of your CUA credit card limit. You can lodge the request via online banking on the website, or by visiting the closest branch, or by downloading the application form and mailing it. While making the application, you may need to provide information about your income, employment status, desired limit, and the reason for the increase. The card-issuing company will assess your request before approval.

Before you apply for an increase to the credit limit, ensure your bills are paid in full and you aren’t asking for a very steep enhancement.

What should I do if my ANZ credit card has expired?

Your ANZ credit card is considered expired only after the last day of the month and year marked on your card. For instance, if your card’s expiry date reads 03/22, it is valid until 31 March 2022 and expires on 1 April 2022. Typically, you should have received a new credit card by that date, and you won’t have to request a new card. 

Once you get the new card, you should remember to switch any automatic payments you have - such as a utility or mobile phone bill - from your expired credit card to your new credit card. Equally, if you are using CardPay Direct to repay your ANZ credit card debt, you may need to update the credit card account details for that service as well. 

In case the new card doesn’t arrive by the expiry date of your current credit card, you can call ANZ on 13 22 73 to find out the reason and if you need to request an expedited card. Please note that if you were planning to close your credit card account or request a credit card upgrade, you may need to call ANZ at least before the 25th of the month your current credit card expires in, as that’s when they may send you the new credit card.

Does Bendigo Bank offer credit card insurance?

No matter which type of Bendigo Bank credit card you own, you may qualify for complimentary purchase protection insurance, extended warranties, and best price guarantee. 

If you are eligible for one or more of these complimentary insurances, you won’t need to activate them separately. Consider checking the coverage limits as well as the terms of purchase to find out if they apply to your purchases. For instance, the annual coverage limit under Bendigo Bank’s purchase protection insurance for one type of credit card is $25,000. However, the coverage limit per item is $5,000, and you may have to pay an excess of $250 every time you file a claim.

Some Bendigo Bank credit card customers may also qualify for mobile device insurance, which covers the accidental damage to or loss of your phone. Again, the coverage limit varies for repairing or replacing your phone,compared to repairing accidental damage to your phone’s screen. Other complimentary insurance offered by Bendigo Bank on some credit cards includes coverage for overseas travel, domestic flight inconvenience, and transit accidents. If you rent a car using an eligible Bendigo Bank credit card, you may be able to get a waiver on the car rental excess as well. 

Do I get HSBC credit card insurance on purchases I make?

As an HSBC credit card (HSBC Platinum, HSBC Platinum Qantas and HSBC Premier World) cardholder, you may be entitled to complimentary international and domestic travel insurance. This HSBC credit card insurance covers you for hospital stays and medical expenses, flight cancellations or delays, as well as lost luggage or personal items.

To be eligible for the insurance, you should have paid for at least 90 per cent of your overseas return travel ticket with your HSBC credit card. The cover is automatically activated without a need to contact HSBC. However, it’s always best to let your card issuer know when you travel overseas. If you have pre-existing medical conditions, you’ll need to contact Allianz directly to organise cover for these as they aren’t covered by the insurance. You can call Allianz on 1800 648 093.

The complimentary international travel insurance that comes with your HSBC Platinum credit card is valid for up to four months from the date of your departure from Australia. Your HSBC credit card insurance cover also covers your spouse and dependent children if 90 per cent of their travel ticket is purchased using your HSBC card.

 

How can I increase my credit card limit on my American Express card?

If you want to increase the credit limit on your American Express (AMEX) credit card, you will need to apply through the AMEX Online Services, or by calling the number on the back of your card. You may need to share personal information that the bank can use to assess whether the requested limit is suitable for you and your current financial status. Once your application is approved, your new limit will be ready for use within an hour.

Can I transfer money from my American Express credit card to my bank account?

If you’re an American Express credit card customer, you may not be able to transfer money from your credit card to your bank account. However, you may be eligible for cash advances, which involves withdrawing money through an ATM. 

To qualify for a cash advance, you’ll likely have to enrol for American Express Membership Rewards. Consider checking your online credit card account to see if you can withdraw a cash advance and, if so, the fees and charges you’ll incur for this transaction. 

You should remember that cash advances are different from balance transfers, which were available with some American Express credit cards earlier. Balance transfers allow customers to consolidate debt from high-interest credit cards to a credit card offering a lower interest rate. If you only recently applied for an American Express credit card, balance transfers may not be available irrespective of the card you own.