Dispute a transaction

• Where we can help
• How long does it take to resolve a dispute?
• How do I lodge a dispute?
• What happens after you submit a dispute?
• How will you receive the funds if your disputed transaction is paid?
• Will you be charged interest and fees on the dispute?
• Do you have to stop your card?
• What to do if you don’t get the right money out of an ATM
• What happens after you report an ATM shortpay?

Q. Where we can help

A. We will be able to assist you with most enquiries however there are some instances where you will need to deal directly with the store/merchant where you made the transaction.

Please refer to the table below for guidance of who to contact for specific types of enquiries.

Where we may be able to help includes		When you will need to go to the store/merchant for assistance
	Transactions you do not recognise		Billing disputes
	Transactions you did not authorise		Contract related disputes
	Goods and services which were not received		Quality of service by merchants
	Transactions where the payment amount differs		Instances of buyer’s remorse
	Goods which are not as described		Downloaded software disputes
	Duplicated transactions
	Recurring debits which were cancelled
	Goods which are defective

Please note that our ability to help will be limited by contracts that you have signed with the store/merchant.
 

Q. How long does it take to resolve a dispute?

A. Disputes relating to Keycards are governed by the EFT Code of Conduct which allow for 21 days for the dispute to be resolved. Note the timeframe can exceed 21 days if there are delays in receiving the necessary information to process the dispute from the merchant and we will inform you by letter if this is the case.

Disputes relating to a Debit MasterCard are governed by MasterCard scheme rules which allow for 45 days for the dispute to be resolved. Note the timeframe can exceed 45 days if there are delays in receiving the necessary information to process the dispute from the merchant and we will inform you by letter if this is the case.

Disputes relating to Internet Transactions are also usually governed by the MasterCard scheme rules.
 

Q. How do I lodge a dispute?

A. If you need to dispute a transaction contact us on 13 2221, 24 hours a day, 7 days a week or visit your nearest branch.
 

Q. What happens after you submit a dispute?

• We will commence an investigation to understand the details of the dispute. We may need to contact you if we need additional information to support the dispute, e.g. receipts
• We will let you know the outcome via a letter.  The letter will contain  phone numbers to contact us on, and you can call us at any time.
• Please be aware of the timeframes we work within, which are governed by MasterCard scheme rules and allow for 45 days for the initial resolution of the dispute.  Keycard disputes are governed by the EFT Code of Conduct and allow for 21 days for the initial resolution of a dispute.  The Bank can extend this timeframe when there are delays in receiving the necessary information to process the dispute and we will inform you by letter if this is the case.
  
  

Q. How will you receive the funds if your disputed transaction is paid?

A. We will credit the account the dispute was raised from unless that account has been closed.  In that case, we will ask you to nominate an account to be credited. 
 

Q. Will you be charged interest and fees on the dispute?

A. You will not be liable for any fee or bank charge to your account from a transaction on your account which you did not authorise and have been found not liable for.  If for some reason you are charged a fee for a disputed charge found in your favour please contact us on 13 2221, 24 hours a day, 7 days a week or visit any branch.

 

Q. Do you have to stop your card?

A. It is advised that you change your PIN number for your cards frequently to maintain a high level of security for your cards. You should consider stopping your card if you are disputing a transaction that you did not authorise, as this should prevent further transactions going through on that account.  A new card will be issued free of charge. 
 

Q. What to do if you don’t get the right money out of an ATM

A. If you use a Commonwealth Bank card in any ATM and you do not receive the correct amount of cash, you should:

• Note the type of ATM used, e.g. CBA, Westpac
• Note the street name and suburb of the ATM
• Retain any receipts issued by the ATM 
• Contact us either by visiting any branch or calling 13 2221

Q. What happens after you report an ATM shortpay?

• We will commence an investigation to understand the details of the ATM transaction. 
• We will let you know the outcomes of the investigation within 21 days of you contacting us. 
• If the transaction was done using your CBA card at another bank’s ATM, we will contact the other bank to investigate the details of the transaction.  In these cases, we need to wait for the other bank to confirm the results of the investigation before we are able to advise you of the result.  We will communicate this to you within 21 days. 
• The Bank may need to extend this timeframe when there are delays in receiving the necessary information to process the dispute. We will inform you by letter if this is the case.
• If the transaction was at a CBA ATM using another bank’s card, then you will have to contact that other bank to resolve the issue. 

Find out more information regarding ATM skimming.