How do I dispute a transaction on my account?
Last updated 31 October 2016
We’ll be able to help you with most enquiries but there may be times when you have to deal directly with the store/merchant where you made the transaction.
|When we may be able to help||When you'll need to go to the store/merchant|
|Transactions you don't recognise||Billing disputes|
|Goods and services which were not received||Contract related disputes|
|Transactions where the payment amount differs||Quality of service by merchants|
|Goods which aren't as described||Instances of buyer’s remorse|
|Duplicated transactions||Downloaded software disputes|
|Recurring debits which were cancelled|
|Good which are defective|
Please note that our ability to help will be limited by contracts that you have signed with the store/merchant.
How do I lodge a dispute?
If you need to dispute a transaction call us 24/7 on 13 2221 or go to your nearest branch.
How long does it take to resolve a dispute?
Disputes are governed by the ePayments Code. Allow at least 21 business days for disputes to be resolved. It may take longer if we don’t hear back quickly from the merchant but we’ll send you a letter if this is the case.
In some cases, MasterCard scheme rules allow us to dispute a transaction made using your Debit MasterCard and request a refund of the transaction (i.e. a chargeback) for you from the merchant’s bank. We can only do this if the transaction was authorised using the ‘credit’ option and usually only after you have tried to get a refund from the merchant but were unsuccessful. You need to tell us as soon as possible if you want to chargeback a Debit MasterCard transaction, as time limits may apply. Disputes relating to a Debit MasterCard may take longer than 21 days if we don’t hear back quickly from the merchant’s bank but we’ll send you a letter if this is the case.
What happens after I submit a dispute?
- We’ll start an investigation to understand the details of the dispute. We may need to contact you if we need additional information to support the dispute e.g. receipts
- We’ll send you a letter confirming the outcome of our investigation. It’ll include our contact details in case you need to get in touch with us.
How will I receive the funds if my disputed transaction is paid?
We'll credit the account the dispute was raised from unless that account has been closed. In that case, we'll ask you to nominate an account to be credited.
Will I be charged interest and fees on the dispute?
We won’t charge interest or fees relating to a transaction on your account which we agree you didn’t authorise. If for some reason you’re charged a fee for a transaction we have agreed you didn’t authorise call us 24/7 on 13 2221 or drop in to your nearest branch.
Do I have to stop my card while I dispute a transaction?
We recommend you change your PIN number frequently to maintain a high level of security for your cards. Consider stopping your card if you’re disputing a transaction that you didn’t authorise. This will prevent further transactions going through on that account. A new card will be issued free of charge.
What to do if I don't get the right money out of an ATM
- Note the type of ATM used, e.g. CBA, Westpac
- Note the street name and suburb of the ATM
- Keep all receipts issued by the ATM
- Call us 24/7 on 13 2221 or drop into your nearest branch.
What happens after I report an ATM shortpay?
- We’ll start an investigation to understand the details of the ATM transaction
- We’ll let you know the outcome in 21 business days of you contacting us
- If the transaction was done using your CBA card at another bank’s ATM, we’ll contact the other bank to investigate the details of the transaction. In these cases, we need to wait for the other bank to confirm the results of the investigation before we’re able to advise you of the result. You’ll hear back from us in 21 business days – we’ll send you a letter if it’s likely to take longer than this.
- If the transaction was at a CBA ATM using another bank’s card, then you’ll need to contact that other bank to resolve the issue.
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