Cards & BPAY Transaction Dispute

When to use this form:

  • If you believe there have been unauthorised transactions made using your Visa Debit Card,
  • If you would like to review a BPay transaction or ATM short pay
  • For all other dispute reasons 

Please complete this form as soon as possible, so we can assist with your request.

For disputes to Pay Anyone transaction/s (made through Online Banking transfer) please fill out and submit the form here.

Important: If your Visa Debit Card has been lost or stolen, please let us know immediately by calling 13 95 00, so we can take actions to try prevent unauthorised transactions.

Cards & BPAY Transaction Dispute

Section 1 - Cardholder Details

Section 2 - Disputed Transaction Details

Please provide a summary of the transaction/s you would like to dispute. In the below text box include:

a) Date

b) Transaction details/description 

c) Amount (AUD)

 

What is the reason for your transaction dispute? Please select ONE option below. *

Duplicated transaction or incorrect amount

It seems to be duplicated or processed for the incorrect amount.

Please attach the following supporting documents:

  • Evidence of quoted amount, confirmed amount or consent to charge an amount on your card such as a tax invoice.
  • Evidence of another payment method, if applicable (e.g. by cash or a different card).
  • All relevant correspondence (e.g. emails) with the merchant including dates.

Unauthorised Transaction

I did not authorise or participate in the transaction, nor did any other party to this account. (Please note that for unauthorised transactions, your card will be cancelled and a new one issued to you.)

If your card was lost or stolen, please complete below questions:

Was the issue reported to Bank of Sydney?

Cancelled recurring transactions

I cancelled/attempted to cancel using the following method

Please attach the following supporting documents:
• Evidence of cancellation prior to the transaction (e.g. email or letter)
• All relevant correspondence (e.g. emails with the merchant including dates.)

Returned goods or cancelled services

Please attach the following supporting documents:
• A copy of a tax invoice for the goods or services purchased
• Evidence of the return of the goods (e.g. return authorisation or tracking details)
• All relevant correspondence (e.g. emails) with the merchant including dates.

Goods or services not received

I have not received the goods or services I have paid for.

The method of contact was

Please attach the following supporting documents:
• A copy of a tax invoice for the goods or services you bought.
• Evidence that the merchant is under administration, if applicable (e.g. notice from the liquidator).
• All relevant correspondence (e.g. emails) with the merchant including dates.

Goods or services damaged, defective or not as described

The goods or services I have paid for were damaged, defective or not as described.

Please attach the following supporting documents:
• A copy of a tax invoice for the goods or services you bought.
• Evidence of goods or services ordered vs what was received (e.g. description and pictures showing the difference).
• Proof the goods have been returned (e.g. return authorisation or tracking information). If not returned, please provide the reason
• All correspondence (e.g. emails) with the merchant including dates

Different method of payment used

I used another method of payment for the transaction, which is not the card mentioned in this form.

Please attach the following supporting documents:
• Proof of payment

ATM Short Pay

Please attach the following supporting documents:
• ATM receipts

Section 3 - BPay

Please fill out Section 3 if you would like to dispute a BPay transaction/s. Note: you may enter up to 2 transactions in this form.

Transaction #1

Transaction #2

Reason for Dispute *

Section 4 - Additional Information

Upload relevant supporting documents (evidence, screenshot, email correspondance etc.)

Section 5 - Declaration

Prior to submitting this form, please ensure you have completed all relevant sections and uploaded supporting documents.

  1. I declare that the information in this form is true and complete and I authorise Bank of Sydney Ltd. to verify this information.
  2. I agree that my personal information may be used by BOS to investigate and resolve this dispute and may be disclosed to relevant third parties for this purpose.
  3. I acknowledge that his matter may be referred to the police for further investigation.
  4. I am aware that should the transaction(s) be confirmed as authorised by me, fees and charges may be applicable. I agree to pay the applicable fees and charges and to debit the above account. (Refer to Fees & Charges PDS)