Manage Load And Go

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 ran down. The product has since been wound down, and Load and Go cards are no longer active or valid for transactions.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 your peace of mind.

Why load and go was discontinued

The product line was closed by the distributor, which means 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 process unclear or difficult to navigate. At Stopee, 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.

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've moved to a different payment method, you're 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.

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.

Most importantly, the ACL gives you the right to dispute charges and demand refunds if the service did not meet consumer guarantees. At Stopee, we recommend using this leverage: if the issuer ignores your cancellation or balance recovery request, escalate to the ACCC immediately.

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's fair trading office. Include copies of your top-up receipts, registration proof, and all correspondence attempts. The ACCC takes prepaid card disputes seriously, especially when the company has already shut down the service.

Methods to cancel and recover your load and go balance

The primary method to close your Load and Go account and claim any remaining balance is to submit a written cancellation request to the issuer's address, along with documentation proving your registration and balance history.

Direct written cancellation and balance recovery

This is your main option. Send a formal written request that includes your account details, card number, registration status, and a clear statement that you want to cancel the card and recover your balance. Include all supporting documentation (top-up receipts, transaction history, identity verification). Mail this to the address provided by Load and Go or its issuer, or submit it via the email contact if available.

Contact details for load and go support

Reach out to Load and Go customer service at the following points of contact:

• Phone: 1300 001 252 (during business hours)
• Email: info@landg.com.au
• Written request: to the registered business address (request this if not publicly listed)

Pro tip: Call first to ask for the correct postal address and the name of the department handling balance recovery. This small step saves weeks of delays.

Step-by-step cancellation and balance recovery process

Follow this process to submit your cancellation request and claim your remaining balance from Load and Go.

1. Gather all documentation you need
   • Card number (visible on the front of your physical card)
   • Account ID or registration number (check email confirmations or registration letters)
   • Top-up receipts or bank statements showing amounts and dates you loaded money
   • Transaction history printouts or screenshots from the online portal (if you can still access it)
   • Proof of identity (driver's licence, passport, or other government ID)
   • Any correspondence from Load and Go about the product closure
2. Prepare your written cancellation request
   • Write a formal letter or email titled "Cancellation Request and Balance Recovery Claim"
   • State your full name, address, and contact details at the top
   • Include your card number and account ID
   • Write a clear, single-sentence statement: "I request cancellation of my Load and Go card account and recovery of all remaining prepaid balance."
   • List the amount you believe you have remaining (if you know it)
   • Include the phrase "I am the registered account holder" to confirm your eligibility
   • Keep the letter to one page: do not over-explain or repeat information
3. Contact Load and Go to confirm the mailing address
   • Call 1300 001 252 and ask for the address where balance recovery claims should be sent
   • Ask the name of the specific department (e.g., "Balance Recovery Team" or "Customer Services")
   • Ask how long they estimate the process will take
   • Write down the date, time, and the name of the person you spoke with
4. Send your cancellation request and documents by registered post
   • Use Australia Post's Registered Mail service so you have proof of delivery
   • Include a covering letter listing all enclosed documents (e.g., "Enclosed: 1 cancellation letter, 2 top-up receipts, 1 copy of identity")
   • Keep a copy of everything you send, including the registered post receipt
   • Send to the address provided by customer service, marked "Attention: Balance Recovery Team"
5. Follow up after 4-6 weeks
   • If you have not heard back after 6 weeks, email info@landg.com.au with your registered post tracking number and request a status update
   • Keep a record of this follow-up with the date and time sent
   • If still no response after 2 weeks, escalate to the ACCC (see Rights section above)
6. Confirm receipt and claim resolution in writing
   • When Load and Go responds, ask them to confirm in writing the total amount being released and the payment method (bank transfer, cheque, etc.)
   • Note the expected date you will receive the funds
   • If they refuse or offer less than you claim, request a detailed explanation and attach all your evidence

Warning: Do not assume silence means approval. Load and Go may receive your request and simply not process it if the department is understaffed or if they dispute your balance claim. Follow up aggressively and use the escalation process outlined below.

What to expect about refunds, balances, and timing

Understanding the refund and timing expectations helps you set realistic goals and know when to escalate your claim.

How much money can you recover

You are entitled to recover the full amount of stored value remaining on your Load and Go card, minus any legitimate fees charged under the product terms (such as inactivity fees that accrued before closure). The issuer must provide a detailed breakdown showing the original top-up amounts, fees deducted, and the final claimable balance. If they cannot account for every dollar, Stopee recommends pushing back with your documentation.

Timing and expected delays

Most balance recovery processes take 6-12 weeks from submission to payment. If you do not hear back within 6 weeks, contact Load and Go again. If the company is genuinely unable to process claims (e.g., if the entire business has closed), you may need to lodge a complaint with the ACCC or the issuing bank to recover funds.

Pro tip: Send your request during the company's financial year-end if possible. Many businesses prioritise balance recovery claims before closing financial records, so submission in June or early July may speed processing.

Payment method for recovered balance

Load and Go typically refunds recovered balances by bank transfer to the account holder's registered bank account, or by cheque. Confirm the payment method when you submit your claim and ask for a timeline for when you can expect the funds.

Common mistakes people make when cancelling load and go

Many cardholders lose time and money by making simple errors during the cancellation process. Learning from their mistakes protects your claim.

Mistake 1: not gathering proof before contacting the company

If you submit a balance recovery claim without receipts or transaction history, Load and Go may reject it or delay processing while they investigate. Always compile your top-up records and any transaction history before you make contact. If the online portal is no longer accessible, reconstruct your history from bank statements and email confirmations.

Mistake 2: calling but not following up in writing

A phone call is a good first step, but customer service staff may not log it correctly or may leave the company. Always send a formal written request by email or registered post. This creates an audit trail and gives you evidence if you need to escalate to the ACCC.

Mistake 3: accepting a partial refund without explanation

If Load and Go offers to refund only part of your claimed balance, do not accept it without a detailed itemised breakdown of how they calculated the amount. Ask them to account for every top-up and every fee. If their explanation does not match your records, reject the offer and request a full review.

Mistake 4: giving up after one rejection

Some cardholders receive a rejection letter and assume their claim is lost forever. This is not true. Under the ACL, you have the right to appeal and escalate. Contact the ACCC and provide all your evidence. Many companies reverse rejections when they receive formal complaints.

Documentation checklist for your cancellation claim

Before you contact Load and Go, gather every piece of evidence listed below. This checklist ensures you do not miss critical documents.

• Card number and account ID: visible on your card or in registration confirmations
• Top-up receipts: dates and amounts of every time you loaded money onto the card
• Bank statements: showing transfers to Load and Go or Australia Post
• Transaction history: screenshots or printed statements of purchases (if accessible)
• Registration confirmation: email or letter proving you registered the card
• Identity documents: a copy of your driver's licence or passport
• Closure correspondence: any emails or letters from Load and Go about the product discontinuation
• Previous contact attempts: notes of dates and names if you have already called or emailed

What happens after your cancellation is processed

Once Load and Go approves your claim and releases your balance, your responsibilities shift to tracking the payment and confirming receipt.

Tracking your refund

When Load and Go confirms they will refund you, ask for a reference number and the expected date of payment. If payment is by bank transfer, check your nominated account on the expected date. If payment is by cheque, allow 5-10 business days for mail delivery once the cheque is posted. If you do not receive payment by the promised date, contact Load and Go immediately with your reference number.

What to do if the refund does not arrive

If the promised payment does not appear in your account or mailbox within the stated timeframe, email Load and Go again and request confirmation that the payment was processed. If they confirm it was sent but you have not received it, ask them to stop payment on a cheque or investigate a missing bank transfer. Keep all correspondence and, if necessary, escalate to the ACCC with proof of the payment promise and evidence it was not received. Stopee has helped thousands of consumers recover lost payments by maintaining detailed records.

Comparison: cancelling load and go versus keeping the card

Review this table to assess whether cancelling and recovering your balance is the right choice for your situation.

Customer reviews and real experiences

Public feedback from Load and Go cardholders reveals consistent patterns in the cancellation and balance recovery experience.

What users report

Many cardholders expressed frustration with slow balance recovery, unexplained transaction declines, and difficulty reaching customer support. Several reported that the online portal became inaccessible after the product closure, making it impossible to verify their transaction history or remaining balance. A common theme was that support staff provided conflicting information about whether balances would be refunded automatically or required a formal claim.

Positive experiences

Some users who submitted formal written requests with complete documentation reported that their balance recovery was processed within 8-10 weeks. Those who escalated to the ACCC when initially refused saw better results and faster resolution. The key factor in success was persistence and documentation.

How to avoid traps and dark patterns

Load and Go and similar prepaid services sometimes use delays, unclear processes, or fees to discourage balance recovery claims. Here are the most common traps and how to avoid them.

Trap 1: inactivity fees eroding your balance

If your card was inactive for a period (e.g., you did not use it for 12 months), the issuer may have deducted inactivity fees from your balance before closure. Review your original product terms to understand what fees apply. If the fees appear unreasonable or were not clearly disclosed, dispute them in your cancellation claim and reference the ACL.

Trap 2: no clear process published

Load and Go may not publish a formal balance recovery process, leaving you to guess how to claim your money. Do not assume silence means your money is lost. Call the company, ask directly for the process, and insist on written confirmation. If they cannot provide clear instructions, escalate to the ACCC and cite the ACL requirement that businesses must provide clear pathways for consumers to access their prepaid value.

Trap 3: requiring original card or physical proof

Some companies demand you return the physical card before processing a balance claim. If you have lost your card or it is damaged, you may struggle. Counter this by sending a statutory declaration (a sworn statement) confirming you are the registered account holder, along with identity documents and your transaction history. Stopee recommends this approach if the company refuses your claim without the physical card.

Address and contact information for load and go

Send your formal cancellation and balance recovery request to the following address. Call first to confirm this is current.

Load and Go Customer Service
Phone: 1300 001 252
Email: info@landg.com.au

Important: Confirm the physical mailing address by calling 1300 001 252 before you send your request. Ask for the department name and the name of a contact person if possible. Use registered post and keep your receipt.

Key takeaways and next steps

Cancelling your Load and Go card and recovering your balance is straightforward if you follow the process step by step. Gather your documentation, send a formal written request, follow up persistently, and escalate to the ACCC if the company refuses or delays. You have strong legal protections under Australian Consumer Law, and Stopee is here to help you understand your rights at every stage. Remember: your money belongs to you, and the company's responsibility is to return it. Do not accept delays or rejections without evidence. Stopee has helped thousands of consumers cancel services and recover lost funds by maintaining clear records and refusing to accept the first no.