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Five common credit card disputes and how to avoid them

Keep on top of your credit card transaction history by learning from these five common customer disputes.

If you spot something on your statement you didn’t buy or a payment you didn’t authorise, this could be due to Card Not Present (CNP) fraud – which accounts for 70% of all fraudulent card transactions in Australia 1. Here’s how to try and take precautions:

  • Set up online statements and check your transaction history every few days – set up a regular routine such as just before you go to bed for the evening
  • Report any suspicious activity immediately on 13 2221.
  • Control your credit card through the CommBank app or on NetBank – lock international payments, block ATM cash advances and limit your spending.3
  • Some NetBank transactions use location mapping so you can see on a map where the merchant was located.
  • Never let your credit card out of your sight. Always ask the merchant to bring the payment terminal to you, don’t let them take your card away.
  • Use PIN instead of signature whenever you can.

To help with any disputes about the product description, follow these steps:

  • When shopping – especially online – always get a full, written description of the goods before you buy the item(s). If you buy goods whilst overseas, make sure the receipt has a full description.
  • Check for claims of authenticity on online shopping sites and make sure this is reflected in the item description. If something turns out to be a fake you will be then able to prove it is not what you expected to buy.
  • Keep all email correspondence from online sellers until you’re happy with your purchase.

If goods have arrived in a damaged or defective condition, your first step should be to contact the seller.

  • If there are issues with your purchase, you have the right to ask the retailer for a repair, replacement or refund 2.
  • If you have not been able to resolve the issue, you can then contact us and we’ll do our best to investigate.

This is actually a very common dispute. iTunes keeps your credit card details on file, so purchases by someone other than the account holder can occur frequently.

  • Keep your password private.
  • Always log out of your iTunes account when you’re not using the computer.

  • If you’ve been short-changed by an ATM – even if it’s not a CommBank ATM – always contact us immediately.

For any credit card disputes, call us on 13 2221 at any time or pop into a branch.

Six common credit card disputes and how to avoid them

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Important Information:

1 Australian Payments Clearing Association (APCA) 2012 statistics

2 Australian Competition & Consumer Commission

3 Excludes transactions flagged as recurring (e.g. direct debits) and transactions not sent to us for authorisation. Other Terms & Conditions apply.

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