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Dispute a transaction
Sometimes, you may not immediately recognise a transaction on your account or card. Check your transaction and if you think it’s unauthorised, you can dispute it. We're here to help.
View the transaction
Review the details of the charge. There are things you can check to jog your memory of a legitimate payment.
Confirm the transaction has been processed
Pending or outstanding transactions shouldn't be disputed as we cannot investigate until the transaction has been processed.
Still not right?
If the charge has been processed and you still think it’s unauthorised, you can raise a disputedisclaimer and we'll investigate for you.
Find out who's charging
Sometimes the merchant name differs from the business name where you made the purchase. In the ANZ App, you can tap on the transaction to view more information including the business’s contact details, trading name and a map of their location (ideal for retracing your steps).
Or perhaps the transaction is a recurring payment or direct debit like a membership or subscription? Log in to ANZ App, tap More and then Ongoing & One-off Payments to see a list of merchants you have shared your card or account info with.
Remember, if you have an additional card holder, the transaction may have been made by them.
Contact the merchant directly
You can also contact the merchant directly to resolve issues including:
- Defective or unsatisfactory products
- Merchant refunds not yet received
- Purchases charged more than once
- Different amounts on your receipt and statement
- Goods or services you haven’t received
- If you recognise the merchant, but not sure why you've been charged
- Refunds for returned purchases, such as a 30-day money back guarantee
Transaction date is different
Where the transaction date is different, this may be because there can be a delay of up to seven days between your purchase date and when it’s charged to your account.
Transaction not yet processed to your account
Before you dispute a transaction, we suggest waiting until the transaction is processed to your account. Investigations can only begin once processing is complete. If you think the transaction was unauthorised, temporarily block your card to help prevent further transactions being made. If a transaction was unsuccessful, it will not appear in your transaction list.
Where you think the charge is unauthorised, you can raise a dispute once it’s processed to your account.
Understanding overseas purchases
If the amount charged to your account is different from your receipt, this could happen if a purchase is made overseas, or from a merchant that’s located overseas and the amount has been converted from another currency. Fluctuating exchange rates may also change the amount you're charged, while other charges such as surcharges and transaction fees may apply.
Is your card compromised?
If you think the transaction is suspicious and could be fraudulent, cancel your card immediately by reporting it lost or stolen in the ANZ App. You should then proceed with the instructions below to raise a dispute as soon as possible.
In the ANZ App
Message us in the ANZ App – you’ll connect to a banker faster, with your identity already confirmed.
Just tap on the transaction you’d like to dispute
Tap Something not right?
Scroll to the bottom of the screen and tap Message us
Tip: Don’t see the Something not right? button, simply tap Support from the home page then Message Us
In ANZ Internet Banking
Log in to ANZ Internet Banking and choose the account that contains the transaction you’d like to dispute. Select Lodge a transaction dispute from the account actions menu and follow the prompts.
Can’t log in to raise your dispute? No worries. You can call us on 13 13 14 or complete and return the Customer Transaction Dispute Form (PDF).
What happens next?
Once you’ve submitted your dispute, we'll send you a letter or email to confirm we're looking into it for you. If we need more documents to help us investigate, we'll contact you by phone, email or SecureMail in ANZ Internet Banking.
If you requested a replacement card for one that's already in your digital wallet, it should update automatically.
Timeframes for resolving disputes about card transactions are dependent upon the Scheme rules (Visa and EFTPOS manage disputes in different ways), but most are resolved within 35 days.
Temporary credit
While we’re investigating, we may provide you with a temporary credit to ensure you’re not disadvantaged. If this is the case, we'll notify you by letter or email, stating the temporary credit and timeframe for resolving your enquiry, depending on your payment type (eg. Visa or EFTPOS).
Refund provided
Where our investigations show that the transaction was in fact unauthorised, we will provide a refund direct to your account. If the merchant refunds the transaction, we’ll notify you by letter or email. Alternatively, you can let us know if you receive a refund from the merchant and we’ll close the dispute.
Dispute is declined
If your disputed transaction is investigated and declined (eg. it turns out to be a legitimate transaction), we'll be in touch to let you know.
Need more help?
The ANZ App is provided by Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Super and Insurance (if available) are not provided by ANZ but entities which are not banks. ANZ does not guarantee them. This information is general in nature only and does not take into account your personal objectives, financial situation or needs. ANZ recommends that you read the ANZ App Terms and Conditions available here for iOS (PDF) and here for Android (PDF) and consider if this service is appropriate to you prior to making a decision to acquire or use the ANZ App.
Time limits may apply, so it’s important you contact us as soon as you can.
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