Security

Transaction disputes and fraud

Does something not look right on your credit or debit card transaction list or statement? Or have you had an issue with something you’ve purchased? Here's what to do.

What to check first

• Was the purchase made by a family member or any other cardholder authorised to operate on the account?
• Could the business be trading under a different name? Check this via Internet banking by looking at a specific transaction in more detail and Google search the name you see listed.
• Was the transaction made in a foreign currency and converted into Australian dollars?
• Is the transaction a regular membership, subscription fee or app download?

How we help and timings

We do our best to help with most enquiries but only the business can resolve:

• Refunds or exchanges if you change your mind.
• Membership or monthly subscription enquiries.
• Issues with software you've downloaded.

Any pending transactions will need to be fully processed before we can help you raise a dispute. It generally takes 3 to 5 business days to process a transaction, although it can take up to 10 business days or longer.

For extra control and security over your account, or if you suspect fraud contact us immediately.

You should ensure the following:

• Contact the business (Merchant) quickly as some issues can be resolved faster by contacting the business directly.
• If the business can't help, call us within 30 days of the date of the statement which shows the transaction you're disputing. If you don’t, we may lose any chargeback right we have under Visa scheme rules. For details on liability allocation for unauthorised transactions please refer to the Electronic Access Facilities and ePayments conditions of use in the Conditions of use—Accounts and access booklet.

Collect supporting documents

• As part of our investigation, we may ask you for supporting documents of the transaction you want to dispute.
• Before you contact us, gather receipts, photographs of the item if it’s not as described, and the business’s contact details.

Get in touch

If you want to dispute a transaction, follow these steps:

Step 1: Download and complete the Disputed Card Transaction form.

Step 2: Return the form using the following options:

• Drop the completed form and its attachments into any branch.
• Mail the form to PO Box 7501, Silverwater NSW 2128.
• For an ATM Dispute email to [email protected]
• For Disputed Card Transactions email to [email protected]

Alternatively, contact us locally or from overseas (reverse charges accepted). If you’re contacting us from overseas, be sure to dial the international prefix (exit code) for the country you’re in.

We’ll work to resolve your issue as quickly as possible

• We'll immediately stop your card to protect your account from further fraudulent activity and send you a new one.
• In the meantime, if you wish to take out some funds until your new card arrives please contact us.
• When you get your new card it’s important to update any direct debits with your new card details too.

Keeping you updated

• We’ll get in touch with the business's bank.
• Following these discussions, we'll either send you a letter or an email confirming the outcome of our investigation.

Getting your money back

• If your dispute is successful, your money will usually be credited to your account within 3 business days.
• This can depend on the type of dispute and whether a business decides to challenge your claim. Some card disputes can take up to 45 days.
• We'll credit the account your dispute was raised from.
• Your credit will appear as at the date the disputed transaction was processed, for example, if it was processed on 5 February, your credit will appear as at 5 February—not the date you raised the dispute or the date your dispute was resolved.