Resolve credit and debit card transaction issues

Resolving credit and debit card transactional issues, including your chargeback rights

Most common issues and how these can be resolved quickly
1. The company name isn't known or I don't recognise this transaction - sometimes:
- The business or retailer's trading name may differ from the name recorded on your statement
- Where you have an account with the merchant but don’t recognise the transaction, we suggest you contact them in the first instance as they will have more transaction information and should be able to resolve the matter. This will also help ensure your card or account details haven’t been compromised.
- The additional cardholder or, if it's a joint account, the other primary cardholder may have made the purchase.
2. This can usually be resolved by comparing the dates and amounts with your receipts, a discussion with your additional cardholder or a quick Internet search to locate more details about the merchant. We also suggest you check your email and SMS as sometimes merchants will provide transaction confirmation this way.

3. You cancelled a regular payment but were still charged - business or retailers usually have contractual terms and conditions that specify cut-off dates for cancelling regular payments. Your notification may have missed this date, in which case, the business or retailers is within their right to charge you. Check with the business or retailer directly to clarify this.

4. Your goods have not been received – often you can check the tracking number of the goods and this will allow you to see the progress of your order. If you do not have a tracking number or the goods were not received in the agreed timeframe, the first step is to call the business or retailer to discuss the reason for the delay.

5. Duplicated transaction – if a transaction is incorrectly shown twice on your statement, the first step is to call the business or retailer to query the duplicated transaction.
What is a credit and debit card transactional issue?
Sometimes issues arise with card transactions. If you recognise the business or retailer, the first step should always be to contact them directly to discuss. The types of transactions to follow up on directly with the business or retailer are:
- You cancelled a reservation within a business or retailer's cancellation period, but were still charged.
- You have an account with the merchant (e.g. Apple) set up with your banking account information.
- You provided your account details to a business or retailer and they have charged your account without your consent.
- A refund or credit has not been processed, or has been processed as a purchase.
- The transaction amount differs to what your receipt states.
- You cancelled a regular payment but were still charged.
- You were charged multiple times for the same purchase.
- Goods are not as described or not received.
- Services have not been rendered.
- Merchandise is defective.
If the business or retailer is unknown, try doing an online Google search or an ABN search as often the business name is different from the trading name. If this is unsuccessful and you are unable to contact the merchant, or if you cannot come to an agreement within a few days, you should lodge a dispute with us via:
- Logging into Internet Banking and selecting:
  - 'Dispute a Transaction' which is underneath 'Did you know you can?'
    OR
  - Select the Account on 'My Accounts' and underneath 'Quicklinks‘, select 'Dispute a Transaction‘
  - Note: You can lodge a dispute only if you are the owner or joint owner of an account.
- Over the phone:
  - Personal banking Customers - Transaction Account Disputes:
    - within Australia, 13 33 30
    8am – 8pm Mon - Sat (EST)
    - International, +61 8 8424 7976
  - Business banking customers – Credit Card Disputes:
    - within Australia, 1300 304 040 Option 2
    - International, +61 8 8424 7976
What is the process?
1. You have lodged a dispute via Internet Banking or over the phone.
2. We will confirm receipt of your dispute in writing and keep you informed while the investigation is underway.
3. We'll act as a liaison between you and the merchant's bank. In some instances we may request information and evidence to progress the dispute resolution.
4. If we receive merchant documentation, we will send it to you via mail.
5. On receipt of the documentation, you will need to either accept it or further dispute the transaction.
6. If you accept the transaction, any temporary increase to your available funds will be reversed.
7. If you wish to continue the dispute, we will require you to provide a written reply to the documentation we sent to you.
8. Upon receipt of a written reply, further investigation will be carried out by us and a decision reached.
9. If the decision is in your favour, the transaction may be charged back to the merchant's account and the funds permanently credited to your account.
Note:
If we don't receive a reply to any correspondence sent to you requesting information within 15 days, you may lose your rights to dispute the transaction and the temporary increase to your available funds will be reversed.

Frequently Asked Questions (FAQs)

How do I dispute a credit card transaction?

Before contacting us to query a transaction on your credit card, there are a few simple and quick steps that could resolve your issue.

The first step should always be to check with other cardholders attached to the account to see if they have made the transaction. Sometimes a transaction you are querying may be the result of a misunderstanding.

If you have an account or relationship with the merchant, it is strongly recommended that you contact the merchant in the first instance, as it will enable you more often than not to resolve the enquiry immediately without the need to lodge a dispute.

If you don’t recognise the merchant name, doing a Google or ABN search on the company name that appears on your statement could resolve your query without lodging a dispute, as sometimes merchants will display their business name as opposed to their trading name. This can often save the possible inconvenience of having your card cancelled or incurring a dispute fee charge.

However, if you have done your due diligence without a resolution, you can lodge your dispute by clicking the button below:

I still want to dispute Dispute credit card transaction

Please keep in mind that the credit card dispute must be within 30 days of the recorded date (statement) of the transaction. Validated disputes may also incur a processing fee.
What type of transactions can I call for assistance with?
When should I lodge a dispute?

You should only lodge a dispute after you have done some preliminary investigating as the majority of issues can be resolved without initiating a formal dispute claim. First double check your receipts and check transactions with additional cardholders as well as your email and SMS as often the merchant will provide a receipt of the transaction this way. Next if you don’t recognise the merchant name, do an online Google or ABN search. The trading name on your statement could be different to the actual merchant name – even though they are the same company.

Where you have an account with the merchant but don’t recognise the transaction, we suggest you contact them in the first instance as they will have more transaction information and should be able to resolve the matter. This will also help ensure your account and card details haven't been compromised.

However, if you have done your due diligence without a resolution, you can lodge your dispute here. Please keep in mind that the credit card dispute must be within 30 days of the recorded date (statement) of the transaction. Validated disputes may also incur a processing fee.
In what timeframe will you resolve my dispute?
Do I pay interest on the transaction under dispute?
What payments do I need to make to my credit card when a dispute is in progress?
What happens if the dispute is not resolved in my favour?
What is a chargeback?
How can I cancel a dispute I've lodged?
- Personal banking Customers - Credit Card Disputes:
13 33 30

+61 8 8424 7976
- Business banking customers – Credit Card Disputes:
1300 304 040

+61 8 8424 7976
If I lodge a dispute will my credit card be cancelled?

We may have to cancel your card if we are unable to identify a transaction, and there is a risk that your card details have been compromised. That’s why it is important that you do some preliminary investigating before lodging a claim. First double check your receipts and check transactions with additional cardholders as well as your email and SMS as often the merchant will provide a receipt of the transaction this way. Next if you don’t recognise the merchant name transaction, do an online Google or ABN search. The trading name on your statement could be different to the actual merchant name – even though they are the same company.

However, if you have done your due diligence without a resolution, you can lodge your dispute here. Please keep in mind that the credit card dispute must be within 30 days of the recorded date (statement) of the transaction. Validated disputes may will also incur a processing fee.

Important information

World Mastercard^®, Mastercard^® and the Mastercard brand mark are registered trademarks, and PayPass is a trademark of Mastercard International Incorporated.

Credit Cards

Disputes/Chargeback rights

Frequently Asked Questions (FAQs)