Disputes/Chargeback rights

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.
• You can usually identify the transaction and resolve the issue 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 SMS and email (including your junk email folder) as sometimes merchants will provide transaction confirmation this way.

If you have followed the above steps and are unable to verify and believe it relates to an authorised charge please refer to concerned about fraud.

2. 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 may be within their right to charge you. Check with the business or retailer directly to clarify this.

3. 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.

4. 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.

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. your electricity supplier or an online streaming service) 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:

• Lodge via Internet or Mobile Banking:
  • Login to Internet or Mobile Banking
  • Select the account or card used for the transaction
  • Select the transaction
  • Click the link ‘Google for this merchant’ if you need to confirm more about the merchant
  • Select ‘Dispute this transaction’
  • Follow the prompts

Note: Please keep in mind that the credit or debit card dispute must be within 30 days of the recorded date (statement) of the transaction and can only be lodged if you are the owner or joint owner of an account.

 

• Over the phone:
  • Personal banking customers - Card Disputes:

    - within Australia, 13 33 30
      8am – 8pm Mon - Sat (AEST)
    - International, +61 8 8424 7976

  • Business banking customers – Card Disputes:

    - within Australia, 1300 304 040 Option 2
    - International, +61 8 8424 7976

1. You have lodged a dispute via Internet or Mobile Banking, over the phone or via a Branch.
2. We’ll confirm receipt of your dispute via email/SMS. Or if you prefer, we can communicate to you via mail.
3. In this receipt, we’ll provide you with a unique Dispute Reference Number. Have this reference number handy if you need to contact us about your dispute.
4. 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. We’ll keep you informed while the investigation is underway.
5. While the dispute is in progress, we may provide you with a temporary dispute credit. If a temporary dispute credit is applied to your credit card, you must still make at least the minimum repayment amount to avoid charges such as late payment fees and additional interest.
6. If we receive merchant documentation, and you are registered for Internet or Mobile Banking, we’ll send it to you via your Internet or Mobile Banking Messages for you to review and respond, otherwise we’ll send to you via mail.
7. On receipt of the documentation, you’ll need to either accept it or further dispute the transaction.
8. If you accept the transaction, any temporary dispute credit will be reversed.
9. If you wish to continue the dispute, we’ll require you to provide a written reply (email or mail) to the documentation we sent to you.
10. Upon receipt of a written reply (email or mail), further investigation will be carried out by us and a decision reached.
11. 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 any temporary dispute credit will be reversed.