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Lost and stolen or disputes

Lost or stolen credit cards

If your CommBank credit card is lost or stolen you need to tell us straight away. You can cancel your card and order a replacement in NetBank or the CommBank app. Alternatively; you can call us 24 hours a day, from anywhere in the world. We will get a replacement card to you as soon as possible.

If you don’t follow these steps you may be liable for unauthorised transactions.

  • If your card is lost or stolen, you can cancel it and order a replacement in NetBank or the CommBank app. Once you have reported your card lost or stolen we will send a new card to you, and any additional cardholders, within seven working days. Once your new card arrives you and any additional cardholders will need to activate it and establish a new PIN, this can be done via NetBank or the CommBank app. 
  • If you think you may have simply misplaced your credit card, you can instantly apply a temporary lock^ to your card until you find it again all from within NetBank or the CommBank app. When you find your card again you can simply remove the lock. Alternatively, if you cannot find your card, you can cancel it in NetBank or the CommBank app or call us on 13 2221 or report the missing card at any branch during business hours.

  • If you need an emergency replacement credit card, call us on +61 2 9999 3283 and we will cancel it and put you in contact with MasterCard or Visa to organise a replacement card for you. If you’re in need of money, MasterCard or Visa can also arrange an emergency cash advance for you but this will incur interest.
  • You can still report the card as lost or stolen in NetBank or the CommBank app just like you would if you were in Australia. If you have an Australian address on NetBank but need a card sent to you while you’re overseas, please contact us so we can help arrange this. A $20.00 replacement fee will apply to cards sent overseas.
  • Alternatively, you can report the missing card at any time on the relevant number for your card or report the missing card at any financial institution displaying the MasterCard or Visa logo.
  • Once a CommBank credit card is reported missing, all cardholders (primary and additional) will receive a replacement card.  A cardholder still holding an existing card will need to destroy that card and use the replacement card. If you find the original card later, destroy it.

  • Report your missing card by making a reverse-charges call to +61 2 9999 3283
  • Report it at any local American Express Travel Services Office (not all offices can provide an emergency replacement card)

  • Secure Sentinel can help you deal with the loss or theft of personal possessions
  • It can help minimise the risk of fraudulent use of credit cards and provide retrieval assistance for possessions
  • Fees apply

Find out more about Secure Sentinel or apply online.

  • In the US, call toll free 1-800 627 8372 (1-800 MasterCard)
  • In any other country, call the operator and place a reverse charges call to +1 636 722 7111
  • Visit MasterCard for more information, including a list of toll-free numbers worldwide
  • MasterCard® Zero Liability gives you the peace of mind of free protection against fraudulent transactions made with your card. MasterCard cardholders are automatically covered for unauthorised transactions made using your card, in stores, online or over the phone

China - Telecom

10800 4400027

China - Netcom

10800 7440027


00800 4412 1092 

Hong Kong 

800 900 782 


001 803 44 1600 


800 781 769


00531 44 0022


1800 802 997

New Zealand

0508 600300


800 4481 250


001 800 441 3485


0800 1695189


1 866 765 9644

  • In any other country, call the operator and place a reverse charges call to +1 303 969 1090
  • Visa has more information, including a list of toll-free numbers worldwide 

Dispute a transaction

  • Check the date of the transaction to see if you are able to relate the transaction to something you bought on the same day
  • If you’re a NetBank customer, log on, go to the ‘View accounts’ tab, ‘Transactions’ then select the account. If a transaction is underlined, you can click on it to find out more information, such as the time and where the transaction was made
  • If there is another cardholder on the account, check if they made the transaction
  • If the amount does not match the receipt, make sure it’s not a result of the exchange rate on an international transaction or surcharge applied by the merchant
  • Please note that while most complaints are resolved in a few days, some can take longer

  • Transactions you don’t recognise
  • Transactions you didn’t authorise
  • Transactions you suspect are fraudulent
  • Goods and services not received
  • Transactions where the payment amount differs
  • Goods that aren’t as described
  • Duplicated transactions
  • Recurring debits  you have cancelled
  • Defective goods
  • ATMs that have given an incorrect amount of money

  • In some circumstances when you make a purchase using your Credit Card, we can dispute a credit transaction for you from the merchant’s financial institution. This is called a chargeback. Usually, we can only do this after you have tried to get a refund from the merchant and were unsuccessful.
  • If you believe an error or unauthorised transaction occurred, please notify us straight away. To request a chargeback, tell us you want to chargeback the transaction within 30 days of the date of the statement which shows the transaction and provide us with any information we ask for to support your request.
  • If you don’t follow these steps, it may limit our ability to resolve your complaint or claim a chargeback for you, and you may still be liable for the transaction.
  • Please note that chargeback rights don’t apply to BPAY® payments from your credit card, however we will do our best to try to recover the payment from the Biller or any other person who received it, if possible.

Call 13 2221 (personal or Business Awards cardholders) or 13 15 76 (for other business cardholders), any time or go to your nearest branch.

^ When a temporary lock has been applied, all new transactions on the credit card will be declined except for: - transactions flagged as 'recurring', such as direct debits; - transactions not sent to us for authorisation; - assisted cash withdrawals via our branches; and - transfers or bill payments on your card via CommBank branches and phone, online and mobile banking.