Dispute a Transaction

Do you have a dispute or concern on your account?

If you find a transaction on a statement or ATM receipt that you doubt is correct there are a few things you can do:

1. Check the date of the transaction to see if you are able to relate the purchase to something you bought on the same day. Sometimes companies have a different trading name to the billing name that appears.
2. If there is another card holder on the account check if they made the purchase.
3. If the amount seems incorrect, check your purchase receipt. If the amount is different it could be as a result of the exchange rate on an international transaction or a surcharge applied by the store/merchant.
4. If you’ve checked everything, and you still can’t work out the transaction, get in touch with us and we’ll do our best to investigate.

We may be able to help you by investigating:

• Transactions you do not recognise
• Transactions you did not authorise
• Transactions that you may suspect are fraudulent
• Goods and services which were not received
• Transactions where the payment amount differs
• Goods which are not as described
• Duplicated transactions
• Recurring debits which were cancelled
• Goods which are defective
• ATMs that have given you an incorrect amount of money

Simply call 13 2221, 24 hours a day, 7 days a week or visit any branch.

For more information see our Frequently Asked Questions