Disputing a suspicious transaction

Depending on the type of transaction you would like to dispute or recall please see the following articles that contain information on how to resolve your dispute.

1. Payments made using a Debit or Credit card: Raise a Card Transaction Dispute
2. Payments made using BPAY or a Bank Transfer from your Macquarie Bank account: Raise a Payment Recall
3. Direct Debit to your Macquarie Bank account: Raise a Direct Debit Dispute

1. Contact the merchant directly. Most disputes can be resolved with the merchant directly without having to lodge a claim.
2. Check whether the transaction(s):
   • Was the transaction made by another card holder?
   • Is the merchant name different from the trading name? (Contact the merchant or search online)
   • Is the transaction date different due to a processing delay?

We won’t be able to investigate disputes where:

• Transactions are still ‘Pending’
• You’ve simply changed your mind
• Transactions are older than 120 days from the expected date of receipt of goods/services
• Transactions are older than 540 days.

3. Where the transaction is unrecognised or unauthorised by you, ensure you have contacted us via live chat or call us on  02 8550 5666 so we can help keep your account secure. We will:
   • Block future online transactions 
   • Assist you with replacing your card (if you have not requested already)

If you do not contact us as above, you may be liable for future transactions on the card

4. Prepare all your supporting documentation including the relevant card transaction dispute form as outlined in the next section and submit it to us via email as specified on the form. 

To raise a card transaction dispute you'll need to complete the relevant 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 ensure you have read the previous section to ensure you are eligible for a dispute prior to submitting the relevant form.

You should report disputed card transactions to us promptly. For most chargebacks, you have up to six weeks from the date of the transaction to raise a dispute. Delays in reporting a transaction to us or providing insufficient information may result in losing the right to seek a chargeback and receiving a refund.

A chargeback is a reversal of a card transaction, initiated by the cardholder's issuing bank. It occurs when a customer disputes a transaction and requests their bank to reverse the charge.

We will work quickly with you, the merchant, and the merchant’s bank to resolve your dispute. Updates will be provided once an initial chargeback is lodged, which can take up to 45 days.

If transactions are still pending, we cannot start the dispute process until they clear and this may extend the review timeframe.

Day 1: If the transaction(s) meet current dispute criteria, complete and send the dispute form along with all necessary information and documentation to us promptly to start the investigation.

Day 2-5: The disputed transaction(s) will still appear on your statement. 

For credit card transactions, they will not be part of the minimum monthly payment calculations or incur interest while it’s being investigated. If the dispute is settled in your favour, the transaction won’t be charged to your account. You may see a credit applied to your account prior to when payments are due. If you have set up a direct debit to pay off the balance owing on your account, the disputed amount will not be part of the direct debit payment amount. If the dispute isn’t settled in your favour, you’ll need to pay the disputed amount and interest will be charged in accordance with your Conditions of Use

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

Day 45-60: If the merchant rejects our chargeback, we may contact you to review their documentation. If you disagree and wish to proceed with the dispute, you’ll need to respond within 14 days with additional information. If we don't hear from you, we will close the dispute case. 

Up to day 90: The merchant’s bank has 30-45 days to respond to our chargeback. Ensure your email is up to date before submitting the form. We will inform you of the investigation outcome. Contact us via live chat or call 02 8550 5666 with your dispute case number.

If you would like to withdraw your dispute, please reply to your last email regarding your dispute 

• For Transaction and Offset Account requests, email transact@macquarie.com
• For credit card requests, email macquariecards@macquarie.com