Transaction Dispute

When to use this form:

  • If you believe there have been unauthorised transactions made using your Visa Debit Card or MasterCard Credit 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.

This form cannot be used for Pay Anyone transaction (made through Online Banking transfer) please contact us on 13 95 00 if you have an enquiry about Pay Anyone.

Important: If your Visa Debit Card or MasterCard Credit 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.

Transaction Dispute Form

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)