Help & support
For unauthorised transactions, we'll have to cancel and replace your card to protect your account from further fraudulent activity. But don’t worry, you’ll still be able to make purchases using your digital card in the CommBank app.
For extra control and security, put a temporary lock1 on your debit card or credit card. For Corporate Cards, call 13 1576 for Australian based support 24/7.
To continue making payments while you wait for a new card, you can use your digital card straight away, before your physical card arrives in the mail. If you’re already set up with a digital wallet, you can still use your phone to make payments securely.2 It’s a good idea to review your digital wallets and delete any cards you don’t recognise or no longer use. Log on to the CommBank app, tap “Cards”, then “Card settings” and “Review digital wallets”.
If you have an Everyday Transaction Account, you can also withdraw cash using QR Cardless - the safe way to make transactions without a card or PIN, using the CommBank app at compatible CommBank ATMs.
When to choose this dispute type
A transaction has been made using your card without your knowledge, or the knowledge of anyone who has access to your card.
Free trials that you signed up to and now being charged a fee should be disputed under ‘Periodical payment’ (see below for eligibility criteria)
What you’ll need to do first
- Log on to the CommBank app, tap on the transaction to see the merchant details
- Ask family members or kids (especially for app/game purchases)
- Check your Apple or Google account for matching charges. If it looks familiar, it may be authorised.
- If you’ve confirmed this is an unauthorised transaction, you’ll need report your card as lost/stolen. We’ll cancel your card and replace it with a new one
Documents/information required
None
When to choose this dispute type
You made a transaction, but the merchant hasn’t delivered the goods/service on the specified date or not provided confirmation when you’ll receive the items.
We’re not able to dispute a transaction for a future dated event/delivery date, unless you have documentation from the merchant confirming that they’ll no longer be able to provide the goods/service.
Note: if the merchant has offered a resolution or replacement, we may not be able to dispute the transaction.
What you’ll need to do first
- Wait a few days after the expected delivery date, to allow for any delay in postal services.
- If there isn’t an expected delivery date in your order, you’ll need to wait at least 15 business days from the time of transaction before raising a dispute.
- Always contact the merchant first to resolve the matter. Allow up to 10 business days for a response.
- If available, raise a dispute directly through the merchant’s process.
Documents/information required
- In the dispute questionnaire, add as much detail of the purchase as possible (including good/service type, sizing, brand, colour, specifications).
- All correspondence with the merchant attempting to resolve.
If available: A detailed invoice with expected delivery date noted.
If applicable: Confirmation from the merchant that they’ll not deliver your goods/service. (e.g. airline entering voluntary administration).
When to choose this dispute type
You provided your card details to a merchant and have authorised for them to take out periodical payments (e.g memberships) OR you authorised a one-off payment without agreeing to a subscription/recurring payment.
You’ve contacted the merchant to cancel the recurring payments, but they’ve continued to debit your account.
Note: We can only dispute a charge based on the terms and conditions agreed to with the merchant.
What you’ll need to do first
- Read the cancellation terms and conditions to understand any notice period required.
- Contact the merchant directly to resolve. Allow 10 business days for a response.
- If available, raise a dispute directly through the merchant’s process.
Documents/information required
May be required: All correspondence with the merchant including:
- Proof of cancellation of service
- Terms and conditions of the merchant to confirm notice is or isn’t required.
When to choose this dispute type
You’ve authorised a transaction for goods/service, however:
- You were required to make payment by another method to finalise the purchase, or
- Where you’ve manually paid for goods/service and an automatic payment for the same service/charge was made.
Example: Purchased an item using your card, however the merchant advised the transaction wasn’t successful, therefore you had to use another method (a different card, cash, gift card etc.)
What you’ll need to do first
- If the transaction is in ‘Pending’, allow 3-10 days for it to process. Note: we can only investigate the transaction once it’s fully processed. Most duplicate charges that appear as ‘Pending’ will usually drop off/not process.
- If the transaction is not ‘Pending’, contact the merchant directly to resolve. Allow up to 10 business days.
- If available, raise a dispute directly through the merchant’s process.
Documents/information required
All correspondence with the merchant, including proof of other payment method (e.g. cash receipt, other bank statement etc).
When to choose this dispute type
You’ve authorised a transaction for goods/service but were charged twice on the account.
Note: We can only dispute a charge if the card, merchant name, transaction date and transaction amount are an exact match.
What you’ll need to do first
- If the transaction is in ‘Pending’, allow 3-10 days for it to process. Note: we can only investigate the transaction once it’s fully processed. Most duplicate charges that appear as ‘Pending’ will usually drop off/not process.
- If the transaction is not ‘Pending’, contact the merchant directly to resolve. Allow up to 10 business days.
- If available, raise a dispute directly through the merchant’s process.
Documents/information required
None. The duplicate transactions would be visible on your CBA account.
When to choose this dispute type
You authorised a transaction but were charged a different amount to what was confirmed at time of purchase.
Note: We’ll only be able to dispute where the amount is different to what is charged as per terms and conditions of the sale. That is, we’re unable to assist with disputing a transaction on a ‘different amount’ due to foreign currency differences.
What you’ll need to do first
- Confirm if the original charge was in AUD or in a foreign currency. We can’t dispute if you weren’t aware that it was in a foreign currency at time of purchase.
- If the transaction is in ‘Pending’, allow 3-10 days for it to process. Note: we can only investigate the transaction once it’s fully processed. Some charges that appear as ‘Pending’ will usually drop off/not process.
- Contact the merchant to resolve. Allow up to 10 business days for a response.
- If available, raise a dispute directly through the merchant’s process.
Documents/information required
- A detailed invoice or receipt with the correct amount to be charged that matches the transaction details (except for the amount).
- All correspondence with the merchant attempting to resolve the dispute.
When to choose this dispute type
You’ve authorised the purchase of goods/service, and the merchant has agreed to provide you a refund, however this hasn’t yet been received.
This dispute type also covers where a merchant has a cancellation policy (e.g free cancellation within 48 hours), which hasn’t been honoured.
Note: If you’ve requested a refund and the merchant hasn’t agreed, we won’t be able to assist with the dispute. Please review other dispute types that may be more appropriate.
What you’ll need to do first
- Allow 15 business days for a refund to be received into your bank account from the merchant.
- Review the merchant’s terms and conditions on refunds and free cancellations.
- Contact the merchant to resolve. This includes confirming when you’ll receive the refund/or that you haven’t yet received it.
Documents/information required
- All correspondence with the merchant, including confirmation that the merchant agreed to provide a refund.
- An invoice of the refund processed by the merchant.
If applicable: The terms and conditions stating the free cancellation.
When to choose this dispute type
You’ve purchased goods/service and it’s been delivered by the merchant, however it’s not as described and/or is defective.
Note: this won’t cover personal preference/quality of goods/service provided (e.g. massage was too rough, music was too loud, food was cold).
Examples include: Purchased men’s shoes and received a women’s jacket. Purchased a brand-new item and receive a broken/used/damaged item.
What you’ll need to do first
- Contact the merchant to resolve. Allow up to 10 business days for a response.
- If available, raise a dispute directly through the merchant’s process.
Documents/information required
- In the dispute questionnaire, add as much detail of the purchase as possible (including good/service type, sizing, brand, colour, specifications).
- A detailed explanation of how the goods/service is not as described or defective from what was originally purchased. Photos may also be provided to assist.
- All correspondence with the merchant attempting to resolve.
If applicable: A letter from a specialist in the relevant field explaining how the goods/service is not as described/defective. (e.g a registered mechanic validating your claim against a car having defective parts)
When to choose this dispute type
You have requested cash out during check-out in a store, but you did not receive some or all of the cash requested.
What you’ll need to do first
- Contact the merchant to resolve. Allow up to 10 business days for a response.
- If available, raise a dispute directly through the merchant’s process
Documents/information required
None
If you want to raise a dispute, here’s how to contact us:
- In the app: go to the transaction you want to dispute and select ‘Get help with this transaction’, then ‘Dispute transaction’.
- In NetBank: expand the transaction and select ‘Dispute transaction’.
Get instant help from Ceba in the CommBank app or connect with a specialist who can message you back. You’ll need CommBank app notifications turned on so you know when you’ve received a reply.
1 Cancelling your card or applying a temporary lock to your card won’t stop all transactions including digital wallet transactions (such as Apple Pay and Google Pay or CommBank Tap & Pay), some online transactions where the merchant has stored your card details, and any transaction not sent to us for authorisation (e.g. transactions processed when there’s a system interruption).
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.
