humm Charging of Fees

We have changed the way we charge you fees if you have more than one of our ‘buy now pay later’ (BNPL) products. From 1 November 2022 we will not charge you credit fees on your hummgroup second BNPL account (whichever one you opened last). We will also return all credit fees charged to your second account.

The details of your credit.

If you opened your bundll account second, you will receive a credit for all snooze fees paid. Please note if you are a superbundll customer you will not receive this credit as the change to the charges only applies to those charges applied prior to opening your superbundll account.
If you’re a superbundll customer and you did not open your superbundll account at the same time you opened your bundll account, you will receive a credit for all snooze fees paid between the date you opened your bundll account and the date you opened your superbundll account.
If you opened your humm account second, you will receive a credit for any humm Establishment Fees, Repeat Purchase Fees, Bill Transaction Fees and Monthly Account Fees you paid.
Please note that late fees are still payable on each account if incurred.

How we will charge fees going forward.

If you opened your bundll account second and you do not have a superbundll account, you will receive free snoozes on your bundll account to ensure you are no longer charged fees.
If you opened your bundll account second and you do have a superbundll account, you will continue to be charged snooze fees as normal. This is because this change does not affect superbundll customers.
If you opened your humm account second, you will no longer be charged for any humm Establishment Fees, Repeat Purchase Fees, Bill Transaction Fees and Monthly Account Fees while you use the product.

Currently there is nothing you need to do.

If we require any information from you we will be in contact. You can continue to use your humm and bundll accounts as normal.

Where your credit will appear.

We will write to you to tell you whether your credit will appear on your humm or bundll account. The credit will show as a repayment on your account. If you receive the credit on your humm account it may appear in multiple separate amounts that total to your full amount.
If there is not an amount owing on your humm or bundll account to apply the credit to, we will refund the amount to the funding source we have on file for you.
If you do not have a funding source on file, we will contact you to collect your bank account details.
humm bird bnpl

humm Remediation FAQs

Remediation

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Will I be contacted if I’m owed a refund?

Yes! You’ll get an email or letter and sometimes, a follow-up phone call or SMS too, especially where we need more information in order to make a payment to your account.

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Will we ask you to provide information?

If you’re owed a payment and we’re able to credit your humm or bundll account, we’re unlikely to contact you with requests for information.

If you are no longer a current customer, we may require you to complete a form, take some other action or ask you to confirm some details. This might include your current address or bank details and can affect how quickly money is repaid to you.

If you do have to call us to provide this information, we’ll ask questions to confirm your identity. We won’t ask you for your PIN, or humm or bundll login details. Our Privacy Policy explains how we protect your personal information.

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Who can I contact if I need more information?

If you have any questions or concerns about a letter or email you’ve received, don’t hesitate to contact our Customer Care team on 1800 088 151 between 7:00am – 7:30pm AEDT Monday to Friday or 7:30am – 5:30pm AEDT Saturdays.

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What if I’m dissatisfied?

If you’re not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, Australian Financial Complaints Authority (AFCA).

AFCA is an external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. AFCA provides fair and independent financial services complaint resolution that’s free to consumers.

Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne, VIC, 3001

If you wish AFCA to consider this matter, you must lodge it as dispute within 2 years of the date of this letter, as time limits can apply. To find out more about time limits, visit AFCA.

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How is my credit calculated?

The amount of the credit returned to you includes an interest component, this is to compensate you for holding your money incorrectly and represents the interest you would have accrued if the money had been held by you during that period.