Help & support
To determine if there’s an unauthorised or fraudulent transaction on your account, first check:
To review in more detail, click on the transaction in the CommBank app or NetBank, as it may be under a different date/time or business name. You can also ‘ask about this transaction’ using Ceba who can see if similar transactions have been made on your account and guide you.
You may be able to raise a dispute with us if;
However, a dispute cannot be raised for the following issues, and only the business can resolve:
For any of the above issues, it’s useful to get in contact with the merchant you purchased from and document the discussion, as this can help us address your dispute faster.
You should also gather receipts, photographs of the item if it’s not as described, and the business’ contact details, as we may ask you for supporting documentation.
For extra control and security, put a temporary lock on your debit card or credit card. For Corporate Cards, you can contact 13 1576 to temporarily block or permanently stop your card account.
To continue making payments, if you have an Everyday Account, you can use Cardless Cash in the CommBank app to make ATM cash withdrawals. And if you’re already set up with a digital wallet, you can still use your phone to make payments more securely.2
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1 This doesn’t apply to an unauthorised transaction that’s regulated by the ePayments Code.
2 Digital and mobile wallets (e.g. CBA Tap & Pay, Apple Pay) allow you to make payments with your digital device while hiding your card info from stores and merchants. Adding your card to a digital wallet encrypts the card number replacing it with a token number instead. This means your card isn’t stored on the device or ever shared with you when you process your payment.
3 The CommBank app is free to download however your mobile network provider charges you for accessing data on your phone. You should refer to your mobile phone plan or contact your provider to find out more. Terms and conditions are available on the CommBank app. NetBank access with NetCode SMS required. Find out about the minimum operating requirements on the CommBank app page.
4 Some transactions may take longer than 10 business days to process, but this is rare.
5 In exceptional circumstances disputes can take up to 45 calendar days to resolve.