Dispute a suspicious transaction

Dispute a card transaction

To raise a dispute you will need to complete a form and return it to us via the details shown on the form. Depending on the situation, the process to raise a dispute may differ slightly. Refer to the table to determine which applies to you.

Please also read the steps to raise a dispute below to ensure you are eligible for a dispute prior to submitting the relevant form.

Scenario	Examples	Required form
There’s an issue with a purchase or ATM withdrawal	The card transaction has been duplicated The card transaction amount is incorrectly charged Goods or services were not received Goods or services were not as described A payment you cancelled has still gone through in error An ATM has dispensed cash incorrectly	Card Disputes form We will require some documents from you so please read the form carefully for what documents you will need to include with your request. Please ensure your email on file is up to date prior to submitting the form.
I don’t recognise the transactions on my card	There are suspicious card transactions or purchases that I don’t recognise	Please give us a call on 133 174 (or +61 2 8245 4470), 24/7. We can then help you with the next steps on how to dispute a suspicious or fraudulent transaction.

Scenario

Examples

Required form

There’s an issue with a purchase or ATM withdrawal

The card transaction has been duplicated
The card transaction amount is incorrectly charged
Goods or services were not received
Goods or services were not as described
A payment you cancelled has still gone through in error
An ATM has dispensed cash incorrectly

Card Disputes form

We will require some documents from you so please read the form carefully for what documents you will need to include with your request.

Please ensure your email on file is up to date prior to submitting the form.

I don’t recognise the transactions on my card

There are suspicious card transactions or purchases that I don’t recognise

Please give us a call on 133 174 (or +61 2 8245 4470), 24/7. We can then help you with the next steps on how to dispute a suspicious or fraudulent transaction.

Steps to raise a dispute

1. Contact the merchant directly to resolve the dispute. Many disputes can be resolved with the merchant directly without having to lodge a claim.

2. Check whether the transaction(s):

was made by a joint card holder
is appearing with a merchant name that is different to the trading name (contact the merchant or do a search online)
has a different transaction date due to a delay in the processing of the transaction.

We won’t be able to investigate disputes where:

you’ve simply changed your mind
the transactions are still ‘pending’
the transactions have passed 120 days from the date you expected to receive any goods or services; or
the transactions are older than 540 days.

3. Prepare all your supporting documentation including the relevant card dispute form as outlined in the table above and submit it to us via email as specified on the form. Please note these forms are only for disputing debit or credit card transactions. It will not be applicable to mistaken payments or electronic bank transfers

How long does it take to resolve?

We’ll work as quickly as we can with you, the merchant, and the merchant’s bank to resolve your dispute.

If you don't hear from us once you've lodged your dispute, it's because we're processing your request and we've got all the information we need. We will provide updates on the progress of your case once an initial chargeback has been lodged. This can take up to 45 days.

What happens next?

Day 1: If the transaction(s) meet the criterion for a dispute to be raised, you are required to complete and send the dispute form to us as soon as you can. In order for our team to meet certain timeframes and conditions, it’s important that you send us all the necessary information and documentation as listed in the form so we can get started with the investigation as soon as possible.

Day 2-5: Once the dispute form has been submitted, the transaction(s) in question will still appear on your statement. For transactions on a credit card, only when the case is picked up by our team, then will it not be a part of the minimum monthly payment calculations and not incur interest.

Day 5-45: We will investigate and will lodge a chargeback if criterion is met. The merchant/merchant's bank has 30-45 days to respond. We will notify you once a chargeback has been lodged.

Day 45-60: If the merchant has rejected our initial chargeback, we may contact you to review the documentation provided by the merchant. If you disagree with this documentation and wish to proceed with your dispute, let us know within 14 days with any additional information or documents. If we don’t hear back from you within 14 days, we will assume that you don’t want to continue with the dispute and close the case. If you no longer need to dispute the transaction and would like to withdraw the dispute, then please email us.

Up to day 90: We must allow the merchant’s bank 45 days to respond to our chargeback. Please ensure your email on file is up to date prior to submitting the form. We will write to you about the outcome of the investigation. You can also call us on 1300 150 300 and quote your dispute case number.