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Disputes for VISA Debit & Credit Cards

Prevention & Security tips - Information on Disputes

What is a dispute and when could it occur? 

A dispute is a reversal of a card transaction from a point of sale (a transaction which was previously debited from a card holders’ account and credited to a merchants account).

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It may result from a number of scenarios including:

  • Where the cardholder disputes the liability of a transaction made and the merchant does not have sufficient evidence to prove that it was authorised by the cardholder;
  • Where the card has expired or if the transaction amount is greater than the approved limit of the card;
  • Where the cardholder didn’t authorise the transaction and a possible fraud may have taken place; and
  • Where the Merchant has not provided the goods or services paid for.


How to claim a dispute?

To avoid losing any rights to claim a refund for a disputed transaction (other than unauthorised EFT Transactions) you should:

  • advise us within 30 days after the date of the statement that shows the transaction; and
  • provide us with any supporting information and any information we ask for relating to your request.

Things to keep in mind

The Bank’s ability to investigate a disputed transaction on your VISA Debit or Credit Card is restricted by the time limits imposed under the VISA Card Scheme Operation Rules*. 

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While your dispute is being investigated by the Bank, the amount of the transaction in dispute will be withheld against your VISA Debit or Credit Card until the dispute is resolved. Where it can be shown that you have unreasonably delayed in reporting any disputed transaction to the Bank for which a dispute right exists you will be liable for the loss on that transaction. Dispute rights do not apply to BPAY payments from your Credit Card account.

Some things you can do to reduce the risk of claiming a dispute?

Ensure that you keep all receipts and transaction records from the merchants you have dealt with so that you can reconcile your records quickly;

  • Make sure you enter your PIN in secret when making a purchase and do not show or tell it to anyone.
  • Cut up your old card when it expires;
  • Do not allow anyone else to use your card and do not leave it unattended.
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  • For further information, please refer to our Terms and Conditions or contact us on 13 95 00