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Cancel Load And Go: Step-by-Step Guide
Learn how to cancel your Load And Go card and recover your balance. Get expert help with a 4.8/5 rating. Start your cancellation today!
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How to cancel your Load and Go card and recover your balance
What you need to know about Load and Go
Load and Go was a reloadable prepaid Visa card distributed through Australia Post, designed for everyday purchases and travel. You loaded money onto the card, then spent it until your balance declined. The product has since been wound down, and Load and Go cards are no longer active or valid for transactions.
If you held a Load and Go card, you may still have money sitting in your account. Your priority now is securing that balance and ensuring no further charges or authorisations remain linked to your card. Understanding how to navigate this process protects your money and gives you peace of mind.
Why Load and Go was discontinued
The product line was closed by the distributor, meaning the issuing provider no longer supports new cards or active transactions. Existing cardholders were given a process to reclaim registered balances, though many found this unclear or difficult. At Tocancel, we help consumers understand their rights when services shut down unexpectedly.
How Load and Go differs from a subscription
Load and Go was not a subscription service with recurring charges. It was a prepaid instrument: you owned the balance on the card, and there was no ongoing membership fee. However, the card terms still applied inactivity fees and expiry rules, which could erode your balance over time if you stopped using the card.
Your rights under australian consumer law
As a consumer in Australia, you have protections under the Australian Consumer Law (ACL) that apply even when a service is discontinued. These rights are your strongest tool if Load and Go or its issuer refuses to return your balance.
What the australian consumer law says about prepaid cards
The ACL requires businesses to provide services with due care and skill, and to deliver goods (including prepaid value) as promised. If Load and Go charged you fees without clear disclosure, failed to provide accessible balance recovery, or made it unreasonably difficult to reclaim your money, you may have grounds to lodge a complaint with the Australian Competition and Consumer Commission (ACCC) or your state fair trading authority.
Your legal position is straightforward: money you loaded onto a prepaid card is your property. The issuer cannot keep it indefinitely or hide behind a discontinuation notice. Tocancel recommends using this leverage immediately if the issuer ignores your balance recovery request.
How to escalate if the company refuses
If Load and Go or the issuer declines your balance recovery claim or ignores your cancellation request, contact the ACCC's consumer complaints line or your state fair trading office. Provide evidence of your registration, transaction history, and correspondence with the issuer. The ACCC has the power to investigate and compel refunds. Document everything in writing and keep copies of all communication.
Why people seek to cancel or close their Load and Go account
Common reasons customers want to close their Load and Go account include the product discontinuation itself, repeated transaction declines, fee concerns, and difficulty accessing their remaining balance or transaction history.
Most common cancellation triggers
You may want to cancel if the card has expired, you have moved to a different payment method, you are frustrated by unexplained declined purchases, or you simply want to recover any remaining funds before the card becomes completely inaccessible. Many users report that after the product closure was announced, support became harder to reach and balance recovery felt uncertain.
What happens to your balance when you close the card
When Load and Go cards were wound down, any remaining stored value was managed through a balance recovery process set by the issuer. Unlike a subscription cancellation, there is no prorated refund. Instead, your remaining balance was treated as redemption value that you could claim if you followed the correct process and verified your registration status.
Methods to cancel or recover your Load and Go balance
You have several pathways to cancel your account and reclaim any remaining funds. The most direct route depends on whether your card remains active and whether you have current registration details.
Direct contact by phone
Call the Load and Go customer service line at 1300 001 252 during business hours. Have your card number, full name, and date of birth ready. Ask specifically for balance recovery options and request written confirmation of any balance held in your name. If the agent cannot process your request, escalate to the supervisor and ask for the formal cancellation process.
Written cancellation by email or post
Send a formal written cancellation request to [email protected] or to the primary address provided on your original card documents or account statements. Include your full name, card number, date of birth, account registration date, and a clear statement that you wish to cancel the account and recover any remaining balance. Request written confirmation of cancellation and final balance settlement within 14 days.
If you do not have a current postal address on file, contact the ACCC's consumer hotline for assistance locating the issuer's registered business address. Tocancel advises keeping copies of all correspondence, including email read receipts and certified mail tracking numbers.
Step-by-step process to cancel Load and Go
Follow this sequence to ensure your cancellation is documented and your balance is protected.
- Gather your account information
- Locate your Load and Go card or original account statement
- Note your card number, full name, date of birth, and account registration date
- Check for any transaction history or balance records you hold
- Contact customer service by phone
- Call 1300 001 252 during business hours
- Request balance recovery and account cancellation
- Ask for written confirmation to be emailed or posted
- Record the date, time, and name of the agent you speak with
- Send a formal written cancellation request
- Draft an email or letter stating your intent to cancel and recover your balance
- Include all account identifiers (card number, name, date of birth)
- Request written confirmation within 14 days
- Send to [email protected] by email with read receipt enabled, or by certified post
- Retain all communication records
- Save email confirmations and print them
- Keep postal tracking numbers and delivery receipts
- Document the date and content of any phone conversations
- Follow up if you receive no response within 14 days
- Send a second written request marked "urgent"
- Reference your previous correspondence and date
- State that failure to respond will result in escalation to the ACCC
- Escalate to the ACCC if the issuer does not respond or refuses your claim
- Lodge a formal complaint with the Australian Competition and Consumer Commission
- Provide copies of all correspondence and account details
- Reference the Australian Consumer Law and your consumer guarantees
- The ACCC will investigate and may compel the issuer to refund your balance
Timeline and what to expect after cancellation
Understanding the expected timeframe helps you monitor progress and know when to escalate.
Initial response timeframe
A reputable issuer should acknowledge your cancellation request within 5 business days. If you contact by phone, you should receive written confirmation within 7 days. If no response arrives within 14 days, this is a red flag: the company may be avoiding its obligations.
Balance recovery timeframe
Once your balance is verified and approved for recovery, the issuer should process payment within 7 to 14 business days. Funds may be transferred to the bank account you nominate, or by cheque if you provide a postal address. Ask which method is available and request a specific settlement date in writing.
What to do if settlement is delayed
If the issuer fails to settle your balance within the stated timeframe, send a formal letter of demand. State that you expect settlement within 7 days, and that failure to comply will result in a complaint to the ACCC and potential legal action. Keep a copy of this letter. At Tocancel, we have seen issuers respond quickly once a formal demand is received.
Refunds and balance recovery
Your balance is not subject to a "refund" in the traditional sense: it is your stored value that the issuer must return to you.
How your balance is calculated
Your recoverable balance equals the total amount you loaded onto the card, minus any transactions you completed, minus any fees the issuer deducted. Request an itemised statement from the issuer showing every transaction and fee. If any fee appears unjustified, dispute it and reference the ACL.
Settlement method options
The issuer should offer you at least two settlement methods: transfer to a nominated bank account, or payment by cheque. Bank transfer is faster and more secure. Provide your bank account details (BSB and account number) in writing. Ask for confirmation that funds have been sent, and obtain the transaction reference number.
If your balance cannot be traced
If the issuer claims no balance is recorded, ask for proof: a statement showing zero balance as of a specific date, or a system printout. If the issuer refuses to provide evidence, this suggests negligence or evasion. Escalate to the ACCC immediately. You have the right to demand an audit of your account by an independent third party, and to claim compensation for loss of access to your funds.
Common mistakes to avoid when cancelling
Cancelling a defunct prepaid card can feel frustrating when support is hard to reach, but avoiding these pitfalls protects your claim and strengthens your position if you need to escalate.
Not documenting your original registration
The issuer will ask for proof that you registered the card and held a balance. If you no longer have your original purchase receipt or transaction history, contact the issuer in writing and ask them to confirm your registration status from their system. Tocancel recommends requesting this confirmation by email so you have a written record. If the issuer refuses to access their own records, that is a breach of your consumer right to information.
Relying on phone calls alone
Phone conversations leave no paper trail. Always follow up every phone call with a formal written email or letter that summarises what was discussed and what the agent promised. Send it to the official email address and request a reply. This creates evidence that can support your case if you later need to escalate to the ACCC.
Accepting vague timelines or excuses
If the issuer says "your balance will be processed soon" or "we will look into it", ask for a specific date. If they cannot provide one, escalate. Vague promises are a common tactic used to delay payment indefinitely. At Tocancel, we advise consumers to set a firm 14-day deadline and escalate on day 15 if the balance has not been recovered.
Failing to reference consumer law
Many issuers assume consumers do not know their rights. When you contact them, explicitly reference the Australian Consumer Law and state that you are entitled to recover your stored value. This signals that you are informed and serious. It often prompts a faster response than a casual enquiry.
Pricing and fees summary
Understanding the fee structure helps you calculate your recoverable balance and spot any unjustified charges.
| Fee type | Amount (AUD) | When charged | Recoverable? |
|---|---|---|---|
| Card issuance | $0 (free) | On application | No (already paid) |
| Inactivity fee | $2.50 per month | After 12 months of no use | Dispute if charged on zero balance |
| Transaction fee | $0 (free) | Per purchase | N/A |
| ATM withdrawal | $1.00 to $2.00 | Per withdrawal | Deducted from balance |
| Replacement card | $5.00 | If card damaged or lost | No (optional service) |
| Balance recovery fee | $0 (should be free) | On settlement | Dispute any charge; contact Tocancel if declined |
After your Load and Go account is cancelled
Once you have received your final balance settlement, take these steps to ensure your account is fully closed and your money is secure.
Verify receipt of funds
If settlement was by bank transfer, check your nominated account within 2 business days. If settlement was by cheque, allow up to 5 business days for postal delivery. Once funds arrive, keep the receipt or bank statement as evidence of settlement. Tocancel advises retaining this proof for at least 12 months in case the issuer later makes an error or disputes the transaction.
Request written confirmation of cancellation
Ask the issuer to provide a formal letter stating that your Load and Go account is now cancelled, the balance has been settled in full, and no further transactions or charges will be applied. Keep this letter as proof that your account is closed.
Monitor your credit file
Although Load and Go was not a credit product, check your credit report through Equifax or Experian to ensure no defaults or errors have been recorded. If you see any erroneous entry related to Load and Go, contact the credit reporting agency and request removal. The issuer should not have reported any negative information if your account was in good standing.
Report any issues to the ACCC
If you experienced difficulty recovering your balance or believe the issuer treated you unfairly, lodge a formal complaint with the ACCC. This helps protect other consumers and creates a record of the issuer's conduct. The ACCC publishes trends and may take regulatory action if complaints are widespread.
Checklist for cancelling your Load and Go account
Use this checklist to ensure you have completed every step and documented your cancellation thoroughly.
| Step | Completed | Date |
|---|---|---|
| Gathered card number, name, date of birth, and registration date | ☐ | |
| Called 1300 001 252 and spoke to customer service | ☐ | |
| Recorded agent name, time, and conversation summary | ☐ | |
| Sent formal written cancellation request by email to [email protected] | ☐ | |
| Obtained email read receipt and saved copy of email | ☐ | |
| Received written confirmation of cancellation and balance amount within 14 days | ☐ | |
| Settled balance received (bank transfer or cheque) within 21 days | ☐ | |
| Requested and received final cancellation letter from issuer | ☐ | |
| Checked credit report for errors or defaults | ☐ | |
| If issuer refused: lodged complaint with ACCC | ☐ |
How to contact Load and Go
Use these contact details to initiate your cancellation or balance recovery request. Always follow up phone calls with written correspondence to create a documented record.
Phone contact
Call 1300 001 252 during business hours. This is the primary customer service line for Load and Go enquiries. Have your card details ready and ask specifically for the balance recovery or account closure department. If the agent cannot help, ask to be transferred to a supervisor.
Email contact
Send your cancellation request to [email protected]. Include your full name, card number, date of birth, and account registration date. Request a reply within 7 business days. Save all email correspondence and enable read receipts so you have proof that your request was received.
Postal contact
If the issuer has provided a registered business address on your original card documents or account statements, you may also send a formal cancellation letter by certified post. Include copies of your card or account statement as proof of registration. Keep the postal tracking number as evidence of delivery.
Escalation: when to contact the ACCC
The Australian Competition and Consumer Commission (ACCC) is your enforcement agency if the issuer refuses to cooperate or breaches your consumer rights.
Red flags that warrant ACCC escalation
Contact the ACCC immediately if the issuer does not respond within 14 days of your written cancellation request, claims no balance is recorded without providing evidence, refuses to return your balance without a valid reason, or charges you a fee to recover your own stored value. Also escalate if the issuer becomes uncontactable or if their phone line is disconnected.
How to file an ACCC complaint
Visit the ACCC website (accc.gov.au) and use their online complaint form, or call 1300 302 502. Provide copies of all correspondence with the issuer, your account details, and a clear description of what happened. The ACCC will assess your complaint and may investigate the issuer's conduct. They have the power to compel refunds and impose penalties for breaches of the Australian Consumer Law.
Tocancel recommends keeping a summary document with all key dates, amounts, and contact names. This makes your ACCC complaint faster to lodge and more persuasive.
Summary and next steps
Cancelling your Load and Go account is your right, and recovering your balance is not discretionary: it is an obligation the issuer must fulfil under the Australian Consumer Law. The process is straightforward if you document every step and escalate quickly if the issuer delays.
| Action | Timeline | Expected outcome |
|---|---|---|
| Call 1300 001 252 | Day 1 | Initial response and contact details |
| Send formal cancellation email | Day 1 to 2 | Written record of request |
| Follow up if no response | Day 14 | Escalation trigger if silent |
| Receive balance confirmation | Day 14 to 21 | Written statement of recoverable amount |
| Receive settlement payment | Day 21 to 28 | Balance transferred or cheque posted |
| Lodge ACCC complaint if issuer refuses | Day 15 onwards | ACCC investigation and potential enforcement |
Your balance is your property. You have the legal right to recover it under Australian consumer law. Start your cancellation request today: call 1300 001 252 or email [email protected] with your account details and a clear statement of intent to cancel. Document every interaction and escalate to the ACCC if the issuer does not respond within 14 days.
Tocancel has helped thousands of consumers cancel defunct services and recover their balances by standing firm on their consumer rights and following a clear, documented process. Use Tocancel's step-by-step guide above, keep all correspondence, and remember: if the company refuses, the ACCC has the power to compel repayment. Your rights do not disappear when a service is wound down.