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
   • 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.
   
   
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.

Sometimes issues arise with credit and debit 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 provided your details to a business or retailer and have been charged 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 rendered
• Merchandise is defective

If the business or retailer is unknown, unable to be contacted, 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 the Credit Card account.

• Logging into Mobile Banking and selecting:
  • Select ‘Services’ then ‘Dispute Credit Card Transactions and then follow the prompts
    OR
  • Select ‘My Accounts then select the account and then select 'Dispute Transaction' and follow the prompts
    
    
• Over the phone:
  • Personal banking Customers - Credit Card Disputes:

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

  • Business banking customers – Credit Card Disputes:

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

1. You lodged a dispute over the phone
2. We'll inform you in writing and while the investigation is underway. As part of this process, we may place a temporary increase to your available funds. For disputed Debit MasterCard® transactions a temporary credit will be placed on your linked account.
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.