BSB 806 015

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BSB 806 015

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?

  1. If you think your card has been compromised, you can lock your card using Internet Banking or the Mobile App by going to Manage Card > Card controls. Alternatively, you can get in touch with our fraud department 24/7 on 1300 705 750.
  2. Please contact us on 13 25 77 during business hours, or any time via secure mail in Internet Banking or the Mobile App, so that we can review the transaction.
  3. Our consultants will ask you some questions about the transaction to best assist with providing the correct resolution.
  4. Once we have confirmed the details, we will complete a dispute form on your behalf so that we can process your dispute. We will contact you if further documents are required.

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.

  • What is a Visa chargeback?

    Chargeback is the term used for when we debit a merchant’s bank account with the amount of a transaction that had previously been credited. For example, when we claim funds back from a retail store and credit the funds back to your account.

    There are several reasons why a transaction will be charged back. These fall into four categories:

    • The merchant has made an error at the point of sale.
    • The cardholder or the card issuing company (“the Issuer”) is disputing the transaction. For example, the card or cardholder were not present at the point of sale and possible fraud may have taken place.
    • The goods were never received, or the service never provided.
    • The transaction was duplicated.
  • How do I request a chargeback?

    You can apply for a chargeback by disputing a transaction. Please contact us with any queries about the transaction first.

    If your card has been compromised or you suspect fraudulent activity, you can temporarily lock or list your card as stolen via Internet Banking or our Mobile App. Alternatively, you can contact our fraud department on 1800 648 027.

    If you want to proceed with a card transaction dispute, please contact us on 13 25 77, via Secure Mail, or visit our branches and provide the details of the transaction. We will complete a card transaction dispute form on your behalf to lodge your dispute.

  • How long does it take to receive a chargeback?

    After lodging your dispute, we will contact you with our findings within 21 days. If we are unable to complete our investigation within 21 days we will notify you in writing.

  • When will a Chargeback 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 Fees and Charges for any applicable fees.

  • How long do I have to request a chargeback?

    You should make every effort to report a disputed transaction to us as soon as possible, so that we may reasonably ask for a chargeback where such right exists. You can notify us of your dispute by calling our Contact Centre on 13 25 77 during business hours, or by visiting a branch.

    Visa cardholders can only request a chargeback within 120 days of the original transaction or delivery date. For example, on certain transactions such as flights or travel the delivery date would be the date of the flight or travel booking, not the purchase date.

  • What happens if I don’t lodge your dispute straight away?

    You should make every effort to report a disputed transaction to us as soon as possible, so that we may reasonably ask for a chargeback where such right exists.

    A failure to report a disputed transaction and/or provide additional information within 120 days of the date of the original transaction or delivery date could affect our ability to claim a chargeback right (if any) under the card scheme rules.

  • Am I required to to contact the merchant?

    When a dispute relates to an authorised transaction, it can be beneficial to contact the merchant first to provide them with an opportunity to resolve the matter.

    If you are unable to resolve this with the merchant and would like to proceed with lodging a dispute, please contact us and we will assist you.

    To assist your dispute, we may ask for you to provide any correspondence between yourself and the merchant.

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