So you’ve discovered a transaction you don’t recognise, think you might not have authorised or generally want investigated or stopped?
Rest assured we’re here to help – below you’ll find instructions on how to confirm and lodge a disputed transaction with us and information on the different transaction disputes we can help with. Remember, if in doubt please call us immediately on 1300 747 747.
|How to find and dispute a transaction|
When you’ve noticed something incorrect on your account, what do you do? Firstly, you should confirm a few things, and check:
|When to lodge a transaction dispute|
If the above suggestions don’t help resolve your query and you’d like to dispute the transaction, read up on the information about your specific transaction dispute (i.e. Visa card dispute) and send us a Secure Mail within Online Banking.
Alternatively, we’re always happy to chat if you call us on 1300 747 747.
Please note that there are different time frames that apply to different types of transaction disputes, so when in doubt, let us know immediately.
|Visa card disputes|
If your disputed transaction occurred using a Visa Debit or Credit Card we may be able to arrange a chargeback for you in some instances under Visa’s Zero Liability policy. Otherwise, we will investigate your Visa card dispute under the ePayments Code.
If you’ve checked everything (under How to find a disputed transaction) and you’re still unable to find an answer, please let us know straight away as we’re limited by the timeframes set by Visa.
If you’re sure that an unauthorised transaction has occurred and you’re worried that it could happen again, you should call our 24/7 Lost and Stolen Cards Hotline on
What’s a chargeback?In some cases, when you make a purchase using your Visa Debit or Credit Card, we can dispute a transaction for you from the merchant’s financial institution. This is called a chargeback.
Usually, we can only do this after you’ve tried to resolve your dispute with the merchant first, and you were unsuccessful.
Below are some of the typical transactions that have and don’t have chargeback rights:
May have chargeback rights:
No chargeback rights:
You’ll need to fill out our Card Dispute Form within 30 days of the date of the statement which shows the disputed transaction and we may also ask you to provide us with any information we need to support your request.
If you don’t follow these steps, we might be unable to resolve your dispute and you may still be liable for the transaction.
How does the chargeback process work?
Step 1 - You lodge your card dispute form
This is where you tell us about the transaction you don’t recognise on your statement in our card dispute form and provide any documents supporting your claim (such as receipts, contracts, images of the goods purchased etc).
Once you lodge the form, the chargeback process will depend on the Visa rules.
If you lodge our card dispute form online, we might ask you to sign a paper version.
Step 2 - We determine the chargeback reason
Typical chargeback reasons include:
Step 3 - We contact the merchant's bank
At this stage, the merchant is responsible for providing satisfactory evidence that the transaction is valid. The merchant must respond to this request within timeframes set out by the Visa rules.
Step 4 - Progress updates
Generally, our claims are resolved within 45 days.
If the matter is unresolved after 45 days we’ll provide you with monthly update.
Step 5 - Outcome issued
We’ll let you know the outcome of your dispute, normally over the phone and/or in writing.
If successful, the amount of your disputed transaction will be credited into your nominated bank account along with any interest charged.
If unsuccessful, we’ll let you know why and provide the details of our internal and external dispute resolution processes, in case you’d like an independent review of our decision.
It’s important you understand that we don’t create the rules and regulations of Visa chargebacks or card disputes – Like all the other banks, we’re governed by the card scheme, rules and regulations.
If you are experiencing hardship as a result of the dispute please let us know immediately.
For more information on chargebacks, please see our Terms and Conditions.
We can investigate an ATM dispute, which is when you don’t receive the right amount of money requested through an ATM withdrawal.
Before lodging your ATM dispute, you should keep all receipts issued by the ATM, note down the type of ATM used (i.e. Westpac, Bank of Melbourne) and its street and suburb location.
|Internet banking disputes|
When you make a mistake
If you know who received the mistakenly transferred funds, contact them directly and ask for the payment to be returned (this may generally be quicker).
If you’ve made a mistake using an incorrect BSB or account number, you must let us know immediately so we can investigate. Our mistaken internet payments investigation process is governed by the ePayments Code.
Generally, it goes like this:
Notice a transaction you don’t believe you authorised?
If there’s an unauthorised transfer on your account, call us immediately on 1300 747 747. Once we’re notified, we’ll restrict your Online Banking access and contact the receiving financial institution to recover the funds if it’s possible.
The ePayments Code sets out how we investigate unauthorised transactions and who is liable for loss arising from an unauthorised transaction. Generally, if you did not contribute to the loss and contacted us as soon as possible, you won’t be held liable. For more information, see our Terms and Conditions.
When investigating your claims, we may ask for additional information to understand what happened. We’ll investigate and provide you with a written outcome within 21 days (and no later than 45 days) from when you notify us of the unauthorised transaction.
To help protect you, we may ask you to clean your computer with anti-virus software.
You should contact us immediately on 1300 747 747 to investigate a mistaken or incorrect BPAY transaction, if you:
We’ll normally let you know the outcome in writing within 21 days of you notifying us.
If you’re responsible for a mistaken BPAY payment and we can’t recover the amount from the person who received it within 20 business days, you will be liable for that payment.
For more information, please see our Terms and Conditions.
|Direct Debit disputes|
If a merchant or business debited your account for an incorrect amount or frequency, you should contact them directly.
You need to call us straight away on 1300 747 747 if you find an unauthorised transfer on your account. We may ask for additional information to understand what has happened and will investigate any loss in accordance with the ePayments Code and provide you with your outcome in writing within 21 days.
If you want to block direct debit transactions set up on your transaction or savings account, or your credit card, you need to contact us and let the merchant or business know (preferably in writing).
If you’d like to cancel your direct debit arrangement, please contact us and we’ll guide you through the process.
If you notice a cheque has been presented on your account and you don’t recognise the transaction, call us immediately on 1300 747 747.
We may ask for additional information to investigate what has happened and will let you know the outcome within 21 days.
For more information on cheques, please see our Terms and Conditions.
|If your dispute is not listed above, please call us on 1300 747 747 or send us a Secure Mail from within Online Banking.|