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Mistakes on your credit card statement are forgivable, as long as they are rectified. It may be a transaction you don’t recognise, a direct payment after you've cancelled it or an instance where the merchant’s charged you twice. Whatever the case, you should always immediately bring any inconsistencies in your statement to the bank’s attention, where you’ll be given the opportunity to dispute and reverse incorrect charges. This is especially urgent if you suspect your card has been stolen or breached, since you’d want the account instantly frozen to prevent more fraudulent transactions.
The process for lodging a dispute will vary by bank. Some will let you provide the necessary information online, while you may need to call others.
Bank | How to lodge a dispute |
---|---|
NAB | Log into NAB internet banking and send a secure message using the ‘Mailbox’ option. Select ‘Electronic transaction dispute’ and fill out your request. You also have the options of printing a dispute form, mailing or faxing it to 1300 788 350, lodging the dispute over the phone at 13 22 65, or visiting a local branch. |
St.George | You can lodge your dispute over the phone at 1300 304 040, or by logging into internet banking. Once logged in, select ‘Dispute a transaction’ underneath the ‘Did you know you can?’ tab and follow the prompts. You can also lodge the dispute by selecting the relevant account and selecting ‘Dispute a transaction’ underneath ‘Quicklinks’. |
ANZ | Log into ANZ internet banking, select ‘Lodge a transaction dispute’ under your credit card account overview and follow the prompts. Otherwise, you can download and complete the ‘Customer transaction dispute form’ or call 13 22 73. |
Commonwealth Bank | Call 13 2221 or visit any branch. |
Citi | Call 13 24 84 or complete the ‘Dispute Investigation Request’ and send it by fax to 1300 664 197 (preferred) or by post to ‘Credit Card Disputes, Transaction Services GPO Box 40 Sydney NSW 2001’. |
HSBC | Call 1300 308 008 or visit any branch. You can also download the ‘Transaction Dispute Form’ online, complete it and send it by fax to 02 8987 5956 or by post to GPO Box 4263 Sydney NSW 2001. |
Westpac | Call 1300 130 961 or log into online or mobile banking. Select your credit card, select the particular transaction, and then ‘Dispute this transaction’ on the transaction detail page. |
It is your right as a consumer and account holder to dispute a variety of credit card errors that include:
Firstly, please ensure that the charge in question is indeed an error by following these steps:
If you are still unable to resolve the issue after doing all of the above, contact your bank immediately to initiate an investigation.
You will receive confirmation from the bank once they have received your request for a dispute resolution. At this point it may be necessary for you to sign a form authorising their investigation which you will need to return to the bank in a specified time frame. They will also likely ask that you send them certain documentation in order for them to properly investigate the dispute. If you fail to provide them with all necessary information your dispute will likely not be successful.
Once you have lodged your credit card dispute with your bank, you can expect it to go through these three stages:
Dispute Item Raised | Dispute Resolution Credit | Dispute Item Resolved |
---|---|---|
The transaction in question is being reviewed. | Your account is credited with the correct amount of money. | The bank is no longer reviewing the transaction. |
There is a distinct difference between a chargeback to your account and a transaction that needs to be disputed by the bank:
A chargeback refers to purchases made using a debit directly from your bank account. If such an error is made, you should first try and resolve it yourself directly with the retailer. If not, your bank will dispute the claim with the retailer’s bank but only if you ask within 30 days of the transaction. Make sure that you are prepared to provide the bank with all of the information you have about the transaction and be aware that you might be charged a fee for this service.
This term is used for credit purchases where a charge appears on your statement that you believe was made in error, is in the wrong amount, or is for goods that you ordered but were unable to use.
Australian consumers have the right to not be charged for goods or services they did not receive. However, you should follow certain steps when using your credit card to protect yourself and your credit rating:
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No, the bank will not apply interest to items on your statement that are under dispute.
Resolving a dispute will be done at no cost to you, but a chargeback may incur a fee. Check with the credit card terms and conditions to find out how much they charge for this service.
It will depend on the bank and the circumstances, but the bank should be keeping you informed of their progress during the process. Expect it to take no less than a month, and in many cases even longer, for the charge to be removed from your account.
After checking over your own records to make sure that there is indeed an error, you should lodge the dispute immediately. This should be no more than 30 days after the date of the statement on which the error appears.
Yes, you should continue with your payments as normal in order to avoid late fees or added interest.
Documentation from the merchant will be presented to your bank and then forwarded to you if they feel your dispute has no merit. You can either accept this and pay the charge, or opt to continue to dispute the transaction by providing evidence which negates theirs.
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I have paid with a credit card for online tickets to an event. The event organisers have entered voluntary administration. Can I get my money back through my credit card?
Hi Eric,
Thanks for getting in touch with Finder. I hope all is well with you. 😃
Regarding your question, the answer is yes, it is possible. What you can do is go to the organiser and request for a refund. You may then need to sign any required documents and fill out any return or refund documents as requested by the merchant.
I hope this helps. Should you have further questions, please don’t hesitate to reach us out again.
Have a wonderful day!
Cheers,
Joshua
hello there!
recently my card has been charged and the funds are on pending please how do I get my money back since I didn’t authorised this payment?
Hi Fallon,
Thank you for getting in touch with finder. We are a financial comparison website and general information service designed to help consumers make better decisions and we’re glad to offer general advice to answer your question.
Lodging a dispute actually varies from bank to bank. You could file your dispute online, but others would require you to call them up instead. If you’ve found charges on your credit card that you did not authorise, best to contact your bank first and make a report immediately. Make sure to have your bank statement or any receipts and transaction records handy as proof of the fraudulent transaction.
You can also refer to the above simple guides on how disputes are being lodged with different banks. If your bank is one the institutions listed above, please refer to the initial action described. Otherwise, best to get in touch with the customer service team of your issuing bank as soon as possible.
Hope this helps.
Cheers,
May
How i do my debit reversal
Hi Sunil,
Thanks for your question.
I’d suggest contacting first the retailer and request a refund. If this is not possible, please contact your debit card provider immediately to request a reversal of transaction.
Cheers,
Anndy
how long have i got to dispute a claim (months, years ? )
Hi Andrew,
Thanks for your inquiry.
That will depend on the bank and the circumstances, but the bank should be keeping you informed of their progress during the process. Usually, it takes no less than a month (some cases even longer) for the charge to be removed from your account.
Cheers,
May
i tried booking flight tickets online. but there was an error in booking. however, money has been deducted from my account. what should i do?
Hi monihrgrg,
Thanks for your question.
If you were charged on your credit card after an incomplete transaction, you can get in contact with the retailer for clarification.
It would also be suggested to contact your credit card issuer to address your situation and see if a credit card transaction reversal might be an option for you.
I hope this helps.
Cheers,
Ysa
I purchased concert tickets from ticketmaster. The concert has be postponed. No new date has been given. I have attempted to get a refund, but ticketmaster is saying no because I bought resale tickets. After reviewing their policy, it is so written. However, I didn’t realize it at the time of purchase that the tickets were resale. I went to their reputable website to purchase tickets from them. There should have been some type of warning before purchasing. Basically, the only options I’m being given ate to sell the tickets or wait until the artist reschedules the date, which can be whenever(no deadline). Can I dispute these charges for a product bought but not received?
Hi Nicole,
Thanks for reaching out.
Please note that you have come through finder.com.au which is a financial comparison service.
If you have spoken with the agent but have not agreed to process a refund, the next step we can take for this issue is to get in touch with your respective card issuer to discuss your situation directly and see if you are entitled for a transaction dispute.
You may also wish to check the link I’ve forwarded to your email for a full information of the Ticketmaster Purchase Policy.
I hope this helps.
Cheers,
Ysa
I mistakenly deposited money on the wrong bank account on 7-09-2015 is it still possible to reverse it please I am very desperate.
Hi Nobuhle,
Thanks for your inquiry and we are sorry to hear that.
However, please be gently reminded that you have come through to finder.com.au, a comparison website, not a bank page.
That said, it would be best to contact your bank directly to ask for assistance on this matter. You need to inform them immediately so that they can help you address the problem as soon as possible.
Best of luck,
Sally
Hi, I was informed I have refunds by a shop online. How does this work? How can I get the money back? I have paid my credit card in full. Thanks!
Hi Zee,
Thanks for your inquiry!
Please note that you have come through finder.com.au which is a financial comparison service.
The refund process will vary depending on your credit card issuer and the online store you’re receiving the refund from. Therefore, it may be best to get in contact with your credit card issuer and the shop owner to discuss the refund process in detail.
I hope this has helped.
Cheers,
Sally
My travel money card was stolen and drained while overseas, what would be the best way to go about getting the money back? Thanks!
Hi Clancy,
Thanks for your question.
Depending on which travel card you were using, you will need to contact the provider’s customer service team directly to report the theft so they can begin investigating the situation and endeavour to have your funds reimbursed.
I hope this has helped.
Thanks,
Sally
I made a purchase on my credit card but it wasn’t right so I want to refund it. I cannot get to the shop to refund it myself. Can I give my card and pin to someone else to refund it for me?
Thank you
Hi Linda, thanks for your inquiry!
Please note that finder.com.au is a comparison service. The Australian Competition and Consumer Commission is Australia’s competition regulator and national consumer law champion. Please refer to the link I have sent to your email to lodge a complaint about your disputed transaction.
Cheers,
Jonathan