Before lodging a dispute, please:Learn more
- Confirm the transaction doesn't match a purchase you made by checking your statement. It may have been processed under a different merchant name or amount.
- Make sure the transaction was not processed by a joint account or additional card holder.
If the dispute relates to an authorised transaction (for example, you paid for goods or services you never received), or you have successfully purchased from the merchant previously, it can be helpful to contact them first to try and resolve the issue directly.
If you have had a fraudulent transaction made on your account, had no luck resolving the dispute with a merchant, or made a payment in error, we can help you dispute it.
To begin the dispute process, please contact us with the details of the transaction you want to dispute and the reason why. You can get in touch with us in the following ways:
- Send us a secure message in internet banking or the mobile app.
- Call us on 13 25 77 during business hours.
We’ll ask you for some more information about the transaction to determine the best resolution path. After confirming whether the transaction was unauthorised, we may request additional documentation. We will acknowledge receipt of your dispute and work to resolve the matter as quickly as possible.
For payments
If the payment you are disputing is due to an incorrect funds transfer or BPAY payment, you can complete a mistaken internet payment form online.
If you want to recall or trace a payment, please contact us on 13 25 77 or visit your nearest branch.
If your card was stolen
If your card has been stolen, report the theft to the police and obtain a police report number.
If you suspect your card has been compromised
Lock your card using internet banking or the mobile app. Alternatively, contact our fraud department 24/7 on 1300 705 750.
If you suspect your device has been compromised
Contact us as soon as possible and request we put a freeze on your accounts. Learn more about remote access scams.