Disputing a card transaction

If you need to dispute a transaction - for example, for goods or services paid for but never received - please follow these steps.

Before disputing a transaction with P&N Bank

If your card was stolen, report the theft to the police, and obtain a police report number.

Review your statements and receipts to identify the transaction you will be disputing.

Please note:

• The transaction will need to be debited from your account before we can lodge a dispute.
  Transactions 'on-hold' cannot be disputed, as the purchase may not necessarily be debited from your account. On hold amounts can be in a pending stage for up to 6 days.
• The date may differ.
  This may be due to delays between when the purchase occurred, and when the merchant processed the transaction to your account.
• The amount may differ.
  This could be due to exchange rates applied to an international transaction, fees and charges applied by the merchant.
• The merchant name may appear differently.
  This may be due to the company using a different trading name.

Contact the merchant and attempt to resolve the matter. A merchant may assist when:

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

Please keep copies of all correspondence with the merchant, and ensure any goods are returned before lodging a dispute.

How do I dispute a transaction with P&N Bank?

Step 1

1. Complete the Card Transaction Dispute Form.
2. Ensure the whole transaction is entered onto the form as it appears on your statement.
3. The form will list any documentation that is required to be provided to lodge your dispute.

Step 2

Once printed and signed, the form can be submitted with all applicable documentation by sending in via secure mail, or returning to your nearest branch.

What happens next?

Once we have received your dispute, P&N Bank will issue you an acknowledgement.

It may take up to 45 days to resolve the matter, depending on the nature of the dispute. If your dispute is successful, we will reimburse your account. If your dispute is not successful, we will provide a response to explain why.

Frequently Asked Questions

How can a card become compromised?

Card details can become compromised in many different ways. This could occur if your card has been stolen, skimmed at an ATM or point of sale, or if there has been a security breach of your phone or PC. It is important to protect your card and PIN at all times, and never provide these details to someone you do not know.

Where can I read the terms and conditions?

Refer to our Terms and Conditions for all P&N Bank products and services.

How long will it take to get a resolution?

The timeframes for resolution vary depending on the dispute type. P&N Bank will make every effort to resolve your dispute as quickly as possible, and in compliance with the requirements of the ePayments Code we will provide you with a resolution within 45 days.

When will a Chargeback Fee or Declined EFTPOS dispute fee apply?

There is no fee charged to lodge a dispute, however if a Visa or EFTPOS dispute is declined, a fee may apply per disputed transaction. Refer to our Schedule of Access Fees and Charges for any applicable fees.

What will be considered as part of the dispute?

Your dispute will be submitted to Visa, who will determine the legitimacy of the transaction in question, through information provided by the merchant. This may include reviewing:

• Name of person who received the goods or service
• Address goods/services were dispatched/provided to
• Copy of signature obtained at delivery
• Email address, phone numbers, or any personal information provided to the merchant at the time of purchase

Why do I need to contact the merchant?

When a dispute relates to an authorised transaction, the merchant must be contacted first and provide an opportunity to resolve the matter.

In most cases, a merchant will be able to assist, however if this is not possible, P&N Bank may assist with a dispute. When submitting a dispute for an authorised card transaction, it is important that all correspondence between yourself and the merchant is provided.

What happens if a company has gone into liquidation?

If a company has gone into liquidation, the liquidators can provide you with a letter which will define the remaining assets of the company. This will also advise what chargeback options are available to you.