- Do I need to register for Video Calls to use this service?
No, all you need to do is download the Defence Bank Video Call App for Android or iOS before you call through for the first time.
- What do I need to have with me when I make a Video Call?
Nothing specific is needed. Just like when you call, we’ll go through a few security questions to verify who you are before discussing any personal information.
- Do I need to complete the fields on the log in page?
No, all fields are optional but having this information can help us identify you.
- What do I do if my Video Call drops out?
This generally means that there is a problem with the internet connection. Don’t worry though; we’ll give you a call back so that we can keep our conversation going. Tip: Entering a contact number on the log in screen when connecting will allow us to call you back.
- My phone is a bit old; can I still use it for the Defence Bank Video Call app?
Maybe, it depends on what operating system your phone is running. Double check that your phone or tablet meets the following requirements:
Android: An Android device with Android 4.3 or above installed
iOS: iOS 8 and an iPhone 5 or above
- Do I need a broadband connection for Video Calls to work?
No, however for the best results we do recommend you use a 4G internet connection or a wireless connection capable of streaming video. We also recommend you use a headset or earphones to reduce any background noise.
- Are Video Calls replacing branches?
No, Video Calls are an extension of our Contact Centre service and something we’re excited to offer our members. We know not everyone can make it to a branch and this is a great way to connect face-to-face. This is why we’ve developed the Defence Bank Video Call App.
- What do I do if the teller cannot hear me?
Please check your settings to ensure Video Call has access to your camera. On IOS this option is in the settings menu.
Call us on 1800 033 139 and we’d be happy to assist