Help & support
You’ll need to contact us as soon as you decide to lodge a dispute. If you take too long to raise a dispute from the date the transaction occurred, we may lose any chargeback rights we have under Mastercard and Visa scheme rules.1
To determine if you’ve identified an unauthorised or fraudulent transaction on your account, first check:
To review the transaction 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.
See the 'How to raise a dispute' section below. You may also want to:
Keep your account safe in the meantime
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 mobile wallet, you can still use your phone to make payments more securely.2
You may be able to raise a dispute if the issue falls under one of the following categories:
However, a dispute cannot be raised for the following issues, and only the business can resolve:
See the 'How to raise a dispute' section below. You may also want to:
Contact the merchant you purchased from
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.
If you still don’t recognise the transaction and want to raise a dispute with CommBank, here's how to contact us:
Get instant answers from our virtual assistant, or connect to a specialist to discuss your options. Make sure you have notifications for the CommBank app turned on.
Once you’ve contacted us to raise a dispute, you can expect the following from us:
In addition to the time taken for any pending transactions to be processed so we can initiate a dispute:
For Corporate Card queries, contact your local banker or call 13 1998.
Our 100% security guarantee protects you from unauthorised transactions on personal and business accounts when you protect how you access your accounts and tell us if something is wrong. Tell me more.
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 Some transactions may take longer than 10 business days to process, but this is rare.
4 In exceptional circumstances disputes can take up to 45 days to resolve.