Frequently Asked Questions

New Customers: FAQs

LJ Hooker Home Loans ConnectTM is available exclusively through an LJ Hooker Home Loans specialist. Your LJ Hooker Home Loans specialist can help manage the entire application and approval process. They're your best source of information about LJ Hooker Home Loans ConnectTM the application process to help ensure you get the home loan that's right for you.

Q: How can I apply for LJ Hooker Home Loans ConnectTM?

A: Please contact your LJ Hooker Home Loans specialist to apply and lodge your application.

Q: What documents do I need to provide when applying?

A: When you discuss your home loan with your LJ Hooker Home Loans specialist, he/she will inform you of the relevant documentation required to apply for an LJ Hooker Home Loans ConnectTM loan.

Q: What's the difference between a fixed and a variable rate home loan?

A: A fixed rate loan means that the interest rate, which applies to your loan, will stay the same for a fixed period. For example, if you take out a 3-year fixed rate home loan, the interest rate will be the same throughout the 3 year fixed rate term, which means you know exactly what your repayments will be during that term. A variable rate loan means that the interest rate may change from time to time throughout the life of the loan.

Current Applicants: FAQs

LJ Hooker Home Loans ConnectTM is available exclusively through LJ Hooker Home Loans specialists. Your broker can help manage the entire application and approval process. They're your best source of information about your application.

Q: Who do I speak to about LJ Hooker Home Loans ConnectTM?

A: Please go to the Contact Us page here.

Current Customers: Post-Settlement FAQs

Q: Who do I speak to about my LJ Hooker Home Loans ConnectTM loan?  How can I contact LJ Hooker Home Loans ConnectTM?

A: You can contact the CustomerCare team on 1300 543 558 from 8:00am-8:00pm (AEDT) Monday to Friday for queries on your loan. Or to contact an LJ Hooker Home Loans specialist, please go to the Contact Us page here.

Q: What happens to my extra funds at settlement?

A: Surplus funds will be made available as set out in the Direction to Pay form you sign. 

Q: When will I receive online access and a LJ Hooker Home Loans ConnectTM Debit Card?

A: Your online access details for StarNet will be mailed to you within 5 days of settlement. If you requested a LJ Hooker Home Loans ConnectTM Debit Card at the time of application, the Debit Card and PIN for the card will be sent to you within 10 days of loan settlement in two separate letters for your security.   

Q: How can I find out the amount of funds I have available to redraw?

A: You can check your loan account via StarNet or StarCall to view your available redraw^ amount anytime or call the CustomerCare team on 1300 543 558 from 8:00am-8:00pm (AEDT) Monday to Friday. 

Q: Can my redraw* be transferred into any account?

A: No. Any redraws^ you request can only be paid into the linked account that you nominated on your Direct Debit Request form. 

Q: Can I make a deposit into my loan at a NAB Branch?

A: Yes. You will need to complete a deposit slip with the BSB and account number we give you in your Welcome Pack.  A fee applies to manual transactions.

Note: The teller will not have access to your loan account details in the loan systems. You can ask the teller to treat the deposit as a "back office" transaction. If there is any confusion, ask the teller to call CustomerCare on 1300 543 558 to assist. 

Q: How can I make additional repayments on variable rate loans?

A: Electronically via StarNet or StarCall:
- You can set up one off or ongoing payments on StarNet or via StarCall at any time, at no cost.
Manual Transactions:
- Manual transactions can be made by downloading a copy of the Repayment Request form and returning the completed form to the CustomerCare team:
By email to ljhooker@mycustomercare.com.au
By post to Advantedge Financial Services Pty Ltd  CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007
A fee applies to manual transactions. Additional payments made electronically do not attract a fee.

Q: How do I request a recalculation of my repayments?

A: Please complete the Repayment Request form and return the completed form to the CustomerCare team:
By email to ljhooker@mycustomercare.com.au
By post to Advantedge Financial Services Pty Ltd  CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007 
Ongoing additional payments made electronically do not attract a fee.

Q: How do I increase my loan amount?

A: Contact your LJ Hooker Home Loans specialist to arrange an appointment to discuss your request#.

Q: How can I redraw on my vacant land / construction / fixed rate loan?

A: Redraw is not available on fixed rate loans. Any available redraw^ on construction and vacant land loans can only be accessed by completing the Redraw Requests & Transfers form and returning the completed form to the CustomerCare team: 
By email to ljhooker@mycustomercare.com.au
By post to Advantedge Financial Services Pty Ltd  CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007 

Q: How can I change my repayment frequency? § 

A: You can change this in StarNet. Alternatively, please complete the Repayment Request form and return the completed form to the CustomerCare team: 
By email to ljhooker@mycustomercare.com.au
By post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007 
Ongoing additional payments made electronically do not attract a fee. You can also provide a letter requesting the change, signed by all borrowers, and send it to the CustomerCare team by email or post as shown above. 

 

^ Subject to loan terms, you can redraw additional payments on your variable rate loan. Fees apply to manual redraws.  Please see the LJ Hooker Home Loans Connect™ fees and charges guide for more details.
* Fees are subject to change.  The most current fees are available by contacting CustomerCare.
# Fees and charges (such as variation fees, Government charges, lender's mortgage insurance), and credit criteria may apply.
§ Not available on Interest Only loans. 

LJ Hooker Home Loans ConnectTM products are funded by the Advantedge Residential Loan program. AFSH Nominees Pty Ltd (AFSH) ACN 143 937 437 Australian Credit Licence 391192 is the program lender and Advantedge Financial Services Pty Ltd (Advantedge) ACN 130 012 930 Australian Credit Licence 391202 is the program loan servicer. The program is funded under arrangements with National Australia Bank Limited (NAB). Each of AFSH and Advantedge are members of the NAB Group. NAB does not guarantee the obligations of its subsidiaries. LJ Hooker Home Loans ConnectTM is distributed by LJ Hooker Home Loans Pty Ltd ABN 34 106 564 765 Australian Credit Licence 380270.