I want to dispute a transaction made on my Visa card, what should I do?

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 lodge a transaction dispute) 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 1800 621 199 to immediately to cancel the card or log into Online Banking or the Mobile App to list the card lost or stolen. This may prevent further unauthorised transactions taking place on your card. You need to let us know about any suspected unauthorised transactions straight away.

 

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:

  • Transactions you didn’t authorise
  • Transactions you suspect are fraudulent
  • Goods and services that are not received
  • Transactions where the payment amount differs
  • Goods are not as described
  • Duplicated transactions
  • Recurring debits which were cancelled
  • Goods which are defective
  • ATM withdrawals that you did not authorise

No chargeback rights:

  • BPay payments (refer to BPay disputes)
  • Some payment gateways that have their own dispute resolution process (such as PayPal debits)
  • Western Union transfers performed using a Visa card
  • Where you have changed your mind about a product or service
  • Contract disputes
  • Failing to cancel an ongoing membership or subscription you have agreed to (like a trial period)

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:

  • Cancellations/returns
  • Fraud
  • Customer dissatisfaction
  • Transactions processed multiple times
  • Authorisation errors
  • Processing errors

For specific chargeback examples, see our sample list of Visa chargeback codes.

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.

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