Disputing a transaction

Rule out transactions you don't recognise

• Was the purchase made by a family member or any other cardholder authorised to operate on the account?
  
• Could the business be trading under a different name? Check this in NetBank by looking at a specific transaction in more detail and Google search the name you see listed
  
• Was the transaction made in a foreign currency and converted into Australian dollars?
  
• Is the transaction a regular membership, subscription fee or app download?

To see a transaction in more detail log on to the CommBank app or NetBank > View accounts > Transaction history then click on + to get extra info like date/time purchased and business category. 

Check in NetBank

Confirm we can help & protect your account

• We do our best to help with most enquiries but only the business can resolve:
  • Refunds or exchanges if you change your mind
  • Membership or monthly subscription enquiries
  • Issues with software you've downloaded

• Any pending transactions will need to be fully processed before we can help you raise a dispute. It generally takes 3 to 5 business days to process a transaction, although it can take up to 10 business days or longer
  
• For extra control and security over your account, you can put a temporary lock on your debit or credit card in NetBank or the CommBank app.  If you suspect fraud contact us immediately.

Tell me more

Contact the business quickly

• Some issues can be resolved faster by contacting the business directly
• If the business can't help, call us within 30 days of the date of the statement which shows the transaction you're disputing. If you don’t, we may lose any chargeback right we have under MasterCard and Visa scheme rules. However, this doesn’t apply to an unauthorised transaction that is regulated by the ePayments Code

Collect supporting documents

• As part of our investigation, we may ask you for supporting documents of the transaction you want to dispute
• Before you contact us, gather receipts, bank statements, photographs of the item if it’s not as described, and the business’ contact details

Get in touch

If you want to dispute a transaction, here's how to get in touch: 

• For bank accounts and credit cards, call us 24/7 on 13 2221 or +61 2 9999 3283 (reverse charges accepted) if you're overseas
  
• For Travel Money Cards
  • complete a Disputed Transactions Request form or ATM Shortpay Request form and either Fax it to +61 2 8737 3623, or mail it to 2067 Operations Processing Centre Reconciliations and Disputes, PO Box 492, Lidcombe, NSW 1825
  • contact the Travel Money Customer Service Centre on 1300 660 700 within Australia or +61 2 9999 3283 from overseas (reverse charges accepted)