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There are a few reasons why you might not recognise a transaction on your account. It’s important to review your transaction history, statement and receipts carefully to work out whether the transaction is legitimate, or if you need to dispute it.

Keep an eye out for the following common issues:

  • The merchant name is different - this may be due to the company using a different trading name. Sometimes a Google search can help you find the trading name of the company who has charged you.
  • The amount is different - this could be due to exchange rates applied to an international transaction, fees and charges applied by the merchant.
  • The date is different - this may be due to delays between when the purchase occurred and when the merchant processed the transaction.
  • The transaction is part of a subscription – this may be a merchant you’ve had a previous arrangement with, or signed up to for a trial. We recommend you review your agreement or the merchant conditions first, as this may change the way we dispute your transaction.

If you still don’t recognise the transaction, please contact us on 13 25 77 or visit your nearest branch to dispute the transaction.

In the following examples we recommend you contact the merchant first to attempt to resolve your dispute:

  • Goods were paid for but have not been received.
  • Goods were received but are damaged or not as described.
  • The amount was duplicated or was incorrect.
  • Services were paid for but not provided.
  • A service was cancelled but was still charged.

Please ensure any goods are returned before lodging a dispute. It may also be useful to keep copies of any correspondence with the merchant.