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1. Check whether the transaction can be disputed

Before lodging a dispute, it’s worth checking a few things first.

Check any transaction you don't recognise

  • Could the purchase have been made by another cardholder?
  • Is the merchant trading under a different name? Try searching the merchant name online.
  • Is it a regular payment (e.g. membership, subscription or app download)?
  • Was the purchase made in a foreign currency and converted to Australian dollars?

When we can help

We may be able to help you dispute a transaction if:

  • You didn’t receive the goods or services
  • You were charged more than once for the same purchase
  • You were charged the wrong amount
  • The goods or services were faulty or not as described
  • The transaction wasn’t authorised.

When we can’t help

We’re unable to raise a dispute for:

  • Refunds or exchanges when you’ve simply changed your mind
  • Membership or subscription enquiries
  • Issues with downloaded software.

For these types of issues, please contact the business or merchant directly.

Confirm the transaction has been processed

  • We can only investigate once the transaction has fully processed to your account
  • Most transactions take 3–5 business days to process, but in some cases, it may take up to 10 business days
  • You can view both pending and completed transactions in the app and internet banking.

2. Protect your account

If you suspect you’ve been a victim of fraud or a scam, take immediate measures to secure your accounts by reducing your payment limits, or cancelling and replacing your card. You can do this by;

The app or internet banking.

Calling on 13 19 87 (Monday to Friday 8.00am - 6:00pm and Saturday and Sunday 9.00am - 2.00pm).

  From overseas, call +612 4907 6501.

Visiting your local branch.

If you would like to place a block on your card, you can do this by using internet banking, calling us, or visiting a branch.

Note that if you reduce your payment limit to $0 or block your card, you’ll need to contact us to increase your limit or unblock your card.

3. Gather supporting information

You should contact the merchant first to try and resolve the issue. Keep a record of your communications, as it may help your case.

We may ask you to provide:

  • Copies of receipts or invoices
  • Photographs of the item (if it wasn’t as described)
  • Merchant contact details. 

4. Raise the dispute

Notify us as soon as possible. There are strict timeframes for raising a dispute, and acting quickly gives us the best chance to resolve it.

If you suspect you’ve been a victim of fraud or a scam, we also recommend that you report it to:

Call into your local branch and one of our friendly team will assist to raise the dispute.

Locate a branch

Call us and one of our friendly team will assist to raise the dispute.

Call 13 19 87

5. What happens next

Once you have raised the dispute:

  • For unauthorised card transactions, we'll cancel your card to protect your account, and send you a new one
  • We’ll liaise with the merchant’s bank and keep you updated by email or letter
  • We may contact you for more information. Please respond promptly, as delays can affect your dispute rights 
  • For Visa transactions, we may provide a temporary refund while awaiting the merchant’s response (usually within 45 days). If the merchant confirms the charge was valid, the refund may be reversed
  • We aim to resolve most disputes within 21 days, though complex cases may take longer. We’ll keep you informed in writing if that’s the case
  • For credit card disputes, please continue to make at least the minimum repayment while the matter is under review
  • If the transaction dispute is decided in your favour, the funds will be credited to your account.

If you are not satisfied with how we have handled your transaction dispute, you can make a complaint and we’ll review the matter further.