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.
When you’ve noticed something incorrect on your account, what do you do? Firstly, you should confirm a few things, and check:
Once you’ve done this, have a chat to the individual or organisation the money went to. Often, contacting them is the fastest way to resolve a transaction dispute, because many have their own payment dispute processes (like Apple, Google and PayPal).
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.
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 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.
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.
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:
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.
Remember, these are just a sample of Visa chargeback reason codes. If you have any questions, please contact us.
|Visa Reason Code||Description|
|Reason Code 30||Services Not Provided or Merchandise Not Received|
|Reason Code 45||Cancelled Recurring Transaction|
|Reason Code 53||Not as Described or Defective Merchandise|
|Reason Code 57||Fraudulent Multiple Transactions|
|Reason Code 62||Counterfeit Transaction|
|Reason Code 71||Declined Authorisation|
|Reason Code 73||Expired Card|
|Reason Code 74||Late Presentment|
|Reason Code 75||Transaction Not Recognised|
|Reason Code 76||Incorrect Currency or Transaction Code or Domestic Transaction Processing Violation|
|Reason Code 77||Non-Matching Account Number|
|Reason Code 80||Incorrect Transaction Amount or Account Number|
|Reason Code 81||Fraud: Card - Present Environment|
|Reason Code 82||Duplicate Processing|
|Reason Code 83||Fraud: Card - Absent Environment|
|Reason Code 85||Credit Not Processed|
|Reason Code 86||Paid by Other Means|
|Reason Code 93||Merchant Fraud|
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.
Once you have these details, call us on 1300 747 747 or send us a Secure Mail within Online Banking or the Mobile App.
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, Account Number or PayID, 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:
More information on mistaken internet payments, including details on the process and time frames is found in our Terms and Conditions.
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:
If your BPAY dispute is about the wrong amount, before you contact us you should:
Once you’ve notified us, we may ask you to provide details of the BPAY transaction and/or a written consent addressed to the biller (allowing us to investigate the mistaken BPAY transaction).
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.
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.
We can place a stop on a direct debit transaction immediately if it is set up on your transaction or savings account. If you’d like to cancel a direct debit authority, please contact us and we’ll guide you through the process.
Cancelling a Direct Debit being processed through a Visa Debit or Credit Card isn’t as easy and you should contact the merchant directly. Please contact us if you are having difficulties.
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.