There are a few steps you’ll need to take to dispute a transaction which are applicable to the following accounts:
  • Macquarie Transaction Account
  • Macquarie Offset Account
  • Macquarie Cash Management Account
  • Macquarie Cash Management Accelerator Account
  • Macquarie Consolidator Cash Account
  • Macquarie Vision Cash Account
  • Macquarie Term Deposit
  • Macquarie Online Trading.

1. Confirm whether the transaction falls into any of the following scenarios to be eligible for a dispute:
  • a transaction that is unrecognised
  • a transaction that is suspected to be fraudulent
  • a transaction that has been duplicated
  • a transaction for an incorrect amount
  • a transaction where goods or services are not received
  • a transaction where goods are not as described
  • ongoing recurring payments that have been previously cancelled
  • ATM cash dispensing errors where credit was not processed by merchant.

We won’t be able to investigate transactions where you’ve simply changed your mind.

2. Check whether the transaction:
  • has been made by a joint account holder if you have one
  • is appearing with a merchant name that is different to the trading name
  • has a different transaction date due to a delay in the processing of the transaction.

3. If you’ve followed the steps above and would like to dispute the transaction, let us know by giving us a call on:
  • Macquarie Cash Management, Cash Management Accelerator Account or Consolidator Cash Account: 1800 806 310 (or +61 7 3233 8111), 8am to 7pm (Sydney time) Monday to Friday
  • All other bank accounts: 133 174 (or +61 2 8245 4470), 24/7.

4. We’ll work as quickly as we can with you, the merchant, and the merchant’s bank to resolve your dispute. Usually this happens within 45 days. In instances where other parties are involved, we have to allow an additional 45 days. In this case, we’ll be sure to keep you updated by email on the progress of your dispute along the way. 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. In this case, you'll only hear from us once your dispute has been resolved.
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Thank you. If you’d like to provide further feedback about your recent experience, please head to our Feedback and Complaints page.

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