Steps to dispute

There are a few steps you’ll need to take to dispute a transaction: 

1. Confirm whether the transaction falls into any of the following scenarios to be eligible for a dispute:

  • you don’t recognise it
  • it’s been duplicated
  • where the amount is incorrect
  • where goods or services are not received
  • where goods are not as described
  • where payments you’ve cancelled still go through in error
  • when an ATM has dispensed your cash incorrectly.

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

2. Check whether the transaction:

  • 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

3. If you’ve followed the steps above and would like to dispute the transaction, let us know by giving us a call on 133 174 (or +61 2 8245 4470), 24/7.

If it has been more than six weeks from the date of the debit card transaction, the Mastercard scheme rules may prevent us from providing assistance in resolving the dispute.

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. Usually this happens within 45 days.

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.

If you’re disputing a transaction on your credit card, here’s what to expect:

Day 1 - Once you let us know about the transaction, the transaction in question will still appear on your statement, but it will not be part of calculations relating to interest. It will also not be part of minimum payment amount calculations. If you have a direct debit set up on your account, the disputed amount will not be part of the direct debit payment amount. You will not be liable to pay for the transaction until the dispute is resolved.

Day 5-14 - We’ll let you know if you’re required to complete a dispute form. If so, please complete it and send it back to us within 14 days of receipt. In order for our team to meet certain timeframes and conditions, it’s important that you return the completed form so we can get started with the investigation as soon as possible.

Day 5-35 - We may contact the merchant’s bank for supporting documents relating to the transaction. The merchant’s bank has 30 days to respond. During that time, you won’t hear from us until we have further information for you.

Day 35-45 - Once we receive the transaction receipts from the merchant’s bank, we may have to send this information for you to check. If you disagree with this information and wish to continue with your dispute, let us know within 14 days. If we don’t hear back from you within 14 days about this information, we’ll assume that you don’t want to continue with the dispute, and we will close the case.

Up to day 90 - We must allow the merchant’s bank 45 days to respond to our chargeback. Please check your email for any updates. 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.

What to do if you resolve your dispute

If you’ve lodged a queried transaction with us to investigate, and you’ve now resolved the query, please call us and we’ll cancel the investigation

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