BSB 805 050

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BSB 805 050

Visa Card Disputes / Unauthorised Transactions

Learn about Disputes and Unauthorised Transactions on your card.

28 Aug2020

Is there a transaction on your statement that you think may be incorrect? Or, maybe there is an issue with something you’ve purchased, or you’ve not received something you ordered?

We’re here to help if you need to dispute your transaction. However, did you know that many of the following issues may be able to be resolved faster by contacting the business directly:

  • The product is not as described and/or defective
  • You did not receive the goods or services
  • You’ve been charged more than once
  • You’ve been charged an amount different to that which was agreed/disclosed

We do our best to help with your enquiries but only the business (merchant) can resolve:

  • Refunds or exchanges if you change your mind
  • Membership or monthly subscription payments which you authorised
  • Issues with software you’ve downloaded

The next steps:

Rule out transactions you don’t recognise.

Have you considered it’s possible that:

  • The business (merchant) is trading under a different name?  (a Google search of the name showing on your transaction listing and/or statement may help identify business)
  • The transaction date on your statement may differ from the actual date of purchase
  • The purchase was made by a joint account owner or a signatory
  • The transaction was made in a foreign currency and converted into Australian dollars

Still unsure?

We’re here to help but first, we need to understand if your concern is an unauthorised transaction and/or a dispute.

What is a Visa dispute?

A Visa dispute occurs if you believe a transaction on your statement is incorrect, if you haven’t received a purchase or there is another issue with something you’ve bought using your Visa Card.

What is an Unauthorised Transaction?

An unauthorised transaction is one you did not agree to. Here are some examples of when a transaction is generally considered to be authorised by you:

  • You provide your card details over the phone or internet to make a purchase
  • You present your card for payment (Paywave, with/without a signature)
  • You use your PIN to authorise a card purchase
  • You sign a card slip to authorise a purchase

If you believe that you have an unauthorised transaction on your account, it is important that you contact us immediately by calling 13 11 82.

Have you contacted the business directly?

Have you contacted the business directly? It is generally  a good idea to contact the business first. This may remind you of a purchase that you did make or a payment that you did owe them! In some cases (e.g. the goods haven’t been received) we will ask you to attempt to contact the business as a first step.  Resolving issues such as not receiving a good or service, being charged more than once or the products are unsatisfactory or defective, may also be able to be done faster by contacting the business.

In the wake of Coronavirus, businesses may have solutions in place for resolving issues around products not being available, delays or services being cancelled altogether. Also be sure to allow adequate time for the business to respond to your enquiry.

Whilst we do our best to help with your enquiries, there are certain things only the business (merchant) can resolve:

  • Refunds or exchanges if you change your mind
  • Membership or monthly subscription payments which you authorised
  • Issues with software you downloaded. Please note, if you feel you have been subject to Cyber Crime, you can find information and next steps at this link or by calling us on 13 11 82.

If you have contacted the business directly but they did not respond or were unable to assist you, our team is here to support you.  To provide us with the information we need:

Complete and sign the VISA DISPUTE FORM
Email the form to [email protected].

Please ensure you attach all supporting information you may have. For example, receipts/proof of purchase, photographs of the item/s if it’s not as described, copies of correspondence you have had with the business about the issue (e.g. email). We may also contact you to request further information if required.


Managing Visa disputes through Coronavirus

Due to Coronavirus, you may face the difficulty of a Visa dispute as businesses cease operation, travel is cancelled and events like concerts or sporting events are delayed.

Click here for answers to common questions relating to Coronavirus related Visa Disputes.


We are here to help.

Our team is here to support you. To provide us with the information we need:

Complete and sign the VISA DISPUTE FORM
Email the form to [email protected].

Please ensure you attach all supporting information you may have. For example, receipts/proof of purchase, photographs of the item/s if it’s not as described, copies of correspondence you have had with the business about the issue (e.g. email). We may also contact you to request further information if required.

Alternatively call us on 13 11 82 and we'll send the Visa Dispute Form out to you.

What can I expect after I contact you?

We will acknowledge receipt of your dispute within 10 working days. We may need to contact you for further information or documents to support your dispute.

We’ll be working hard to investigate and resolve your dispute as quickly as possible.

Hints & Tips

By using your People’s Choice Mobile Banking App or Internet Banking, you can review your transactions online, anywhere, anytime to keep track and identify any transactions you don’t recognise.

Don’t have our Mobile Banking App?  Click here to learn how to download.
Need to register for Internet Banking?  Click here.

You can find detailed information on scams, what to look for and ways to protect yourself at www.scamwatch.gov.au.

Frequently Asked Questions

Read our Visa Card Transaction Enquiry FAQs and the answers to common Coronavirus-related Visa Dispute at this link

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