FAQ's

Frequently Asked Questions

New Customers

Loan Market Go is available exclusively through Loan Market mortgage brokers. Your mortgage broker can help manage the entire application and approval process. They're your best source of information about Loan Market Go and the application process to help ensure you get the home loan that's right for you.

Q: How can I apply for Loan Market Go?
A: Please contact your Loan Market mortgage broker 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 mortgage broker, he/she will inform you of the relevant documentation required to apply for Loan Market Go.

Q: What's the difference between a fixed and variable rate home loan?
A: A fixed rate loan means that the interest rate, which applies to your loan, will stay the same for the fixed rate 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 term, which means you know exactly what your repayments will be during that term. A variable rate loan means that the interest rate will change throughout the life of the loan.


Current Applicants

Loan Market Go is available exclusively through Loan Market mortgage brokers. Your mortgage 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 Loan Market Go?
A: Please go to the Contact Us page.


Current Customers: Post-Settlement

Q: Who do I speak to about my Loan Market Go loan? How can I contact Loan Market?
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 your broker, please go to the Contact Us page.

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

Q: How can I find out how 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.

Note: The teller will not have access to your loan account details in the loan systems. Please explain to the teller that the deposit is a "back office" transaction. If there is any confusion, ask the teller to call CustomerCare on 1300 543 558 for confirmation of the process.

Q: How can I make additional repayments on variable rate loans?
A: Electronically via StarNet or StarCall:
- You can set up a one off or ongoing payments on StarNet or via StarCall at any time, at no cost. Manual Transactions1:
- 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 loanmarketgo@mycustomercare.com.au
By post to Advantedge Financial Services Pty Ltd CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

1 A fee applies to manual transactions. Ongoing 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 loanmarketgo@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 Loan Market mortgage broker to arrange an appointment to discuss your request. A new loan application will be required.#

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 loanmarketgo@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. There are no fees for this service.

Q: How can I change my repayment frequency? §
A: Please complete the Repayment Request form and return the completed form to the CustomerCare team:
By email to loanmarketgo@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 return it to the CustomerCare team by email or post as shown above.


^ Redraw subject to loan terms. Redraw only available where you have made additional payments to your variable rate loan. Fees are incurred for manual redraws.
* 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.


Loan Market Go 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. Loan Market Go products are promoted by Loan Market Pty Ltd (ACN 105 230 019). Australian Credit Licence 390 222.


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