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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 but did you know that many of the following issues can 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 enquiries
- Issues with software you've downloaded
Cancellations due to COVID-19
If your enquiry relates to refunds due to cancellations or change of plans related to the Coronavirus, please contact your event or travel provider to discuss. If you have already contacted the business and have not been able to resolve the situation, call us on 13 11 82 to find out what options may be available to you.
The next steps:
Rule out transactions you don't recognise
Have you considered that it may be 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 the business)
- The transaction date on your statement may differ from the actual date of purchase
- The purchase was made by a family member (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 firstly we need to understand if your concern is a dispute or an unauthorised transaction.
What is a Dispute versus an Unauthorised Transaction?
An unauthorised transaction is one you did not agree to. This is the critical question in determining whether you are liable for the transaction amount/s. Here’s some examples of when a transaction is deemed authorised by you:
- You give your card details over the phone or internet
- 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
If you need to dispute a transaction or advise us of an unauthorised transaction
Complete and sign the Visa Dispute Form
Email the form to [email protected].
Please ensure you attach all supporting information.
For example, receipts/proof of purchase, photographs of the item/s if it’s not as described, evidence of contacting the business (e.g. email).
It is important that you determine and select whether your transaction is a dispute or unauthorised when completing the Visa Dispute form.
Alternatively call us on 13 11 82 and we'll send the Visa Dispute Form out to you, or pop in to your local branch with your supporting information.
What can you expect next?
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 App or Internet Banking, you can review your transactions online, anywhere, anytime to identify or rule out the transactions that 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.
For more information on the ePayments code and the types of scams you need to look out for, please visit our Support page.
You can find detailed information on scams, what to look for and ways to protect yourself at www.scamwatch.gov.au.