Dispute a transaction

If you find a transaction on your credit card statement that you don’t believe is accurate, there are a few things you should do:

1. Firstly, 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 on the statement. You can also see more information in NetBank about where you’ve used your card using our one click Google search. Look for the magnifying glass on your transaction page.
2. If there is another card holder on the account check if they made the purchase.
3. If the amount looks incorrect, check your purchase receipt. If the amount is different make sure it’s not a result of the exchange rate on an international transaction or a surcharge applied by the merchant.
4. If you’ve checked everything and you still don’t believe the transaction record is accurate, get in touch with us and we’ll do our best to investigate.

We can 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.