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What should I do if I don’t recognise a pending transaction on my account?

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Last updated 05 October 2016

When we authorise a card transaction we’re confirming to the merchant your card is valid and there’s money in your account to pay for what you’re buying.  We deduct the transaction amount from your available funds and the transaction shows as pending on your account until the payment process is complete. If you don’t recognise a transaction there are a few things you can check:

  1. Is there another cardholder? Perhaps they recognise the transaction
  2. Sometimes merchants trade under a different name. You can do a search in NetBank to help you find the merchant’s name. You just select the transaction you are querying and go to ‘Find out more’ about the merchant
  3. Contact the merchant directly and see if they can help you recognise the transaction.

If you still don’t recognise the transaction, you can dispute it. However, you’ll need to wait until the transaction process is complete and no longer showing as a pending transaction. 

Call us 24/7 on 13 2221 or drop in to your nearest branch to dispute the transaction.

If you lost your card and/or suspect the pending transaction is fraudulent, you should lock or cancel your card immediately. 

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