Frequently Asked Questions
We have tried to answer the most common questions which we receive about PayExpress cash loans. Please check below to see if your question has been answered or feel free to Contact Us if you have any other questions.
Loan Application process:
Am I eligible for a loan?
How much can I borrow?
How do I apply and what documents do I need?
Just complete our simple online application. The whole process is online so you do not need to return any paper documents.
As part of your application, you will need to provide:
- A copy of photo ID - you can either upload your ID as part of the application process or email to firstname.lastname@example.org
- Bank statements showing a minimum of the last 90 days of transactions for the account into which your pay is deposited so that we can verify and assess you application. You bank statements can be securely uploaded using illion Open Data Solutions (bankstatements.com.au) as part of the application process. For more details please see the Bank Statements section of the FAQ.
How long does it take?
Do you do credit checks?
When can I get another loan?
Do you need me to sign and return any documents?
How do I know that my loan has been approved?
What are the benefits of being a PayExpress member?
Receiving your funds:
How do I get my money?
When will I get my money?
Does it matter which bank I am with?
Repayments and costs:
How do I make repayments?
How long is my loan for?
As a new member the minimum repayment period for our loans is 63 days and the maximum repayment period is 90 days. The actual term of your loan will depend on your current pay cycle and the date of your application.
We are happy to adjust repayments to suit whatever preference you may have, so please feel free to get in touch and let us know.
What if I am unable to make the repayment on time?
If you are unable to make your repayment on time, please get in touch with us as soon as possible and let us know. We will try our very best to adjust your repayments to accommodate your situation so no financial pressure is experienced. Please be aware that we do need 2 business days to adjust any direct debit repayments.
If for whatever reason you do not make your repayment on time, additional costs charged at our discretion may and most likely will apply. A detailed explanation of loan costs is provided for you on the Fees and Charges page.
What are the costs of the loan and are there any additional fees?
What interest do you charge and what is the Annual Percentage rate or APR?
Why do I need to provide bank statements?
Who is illion Open Data Solutions Pty Ltd and bankstatements.com.au?
illion Open Data Solutions Pty Ltd runs the bankstatements.com.au service and is one of Australia's largest providers of bank statement services. We use bankstatements.com.au to allow you to quickly and easily provide us with the bank statements needed to get your loan processed and approved.
Is my bank login information secure?
Your security is very important to us and we never see your bank login details. Your banking details are encrypted and sent directly from your computer to the illion Open Data Solutions bankstatements.com.au service.
illion Open Data Solutions Pty Ltd have taken all the required security steps (such as providing 256-bit bank level encryption of data, creating a 'read only' service, and closing the connection to the bank as soon as the data has been loaded), they have also had the service independently tested by an industry leading security service.
For more information see www.bankstatements.com.au/about/security
What if I don't want to use the automated bank statement service?
How do I get in contact with you?
What if I have forgotten my membership details?
What if I have a complaint?
PayExpress aims at all times to provide our members with the very highest levels of customer service. We want all of our customers to feel has though they have had the levels of customer service and ultimately satisfaction with our loans and services that they deserve.
We encourage your feedback on all elements of our business from your initial enquiry through to our final determination - if any way you feel that you have not been given the service you deserved, please Contact Us directly and will try our very best to work the issue out with you. Our approach to resolving your complaint can be found in our dispute resolution policy which can be viewed in our Credit Guide.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001