Disputing transactions

If you disagree with or you’re not sure about a transaction on your statement, we may be able to help.


Talk to the merchant first

The first step is always to try and resolve the dispute with the merchant involved. If you’ve done that and you still disagree with the transaction, you can then start a disputes investigation.


Contact us to lodge a dispute

Download and complete a Customer Dispute form and send it to us using the options stated on the form (please also send a copy of any relevant information).

Download form (PDF 252kB)

or

Phone

Call us on 0800 269 296 and we’ll complete a dispute form over the phone.

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To dispute a transaction on your ANZ credit card you must be the primary or additional cardholder. The dispute must also be submitted within 60 days of the transaction. You can still contact us after 60 days to tell us if you believe there are errors or transactions you haven't authorised. We'll work with you to help resolve the issue for you if possible. However, we do not accept any responsibility for the loss.

What happens after I complete the form?

Once we receive your completed form we will investigate the transaction on your behalf, and we may contact you to request additional information. We will investigate the dispute within 5-10 business days or will notify you if there is any reason it will take longer.

If you have any questions about the process or want to know more about disputing a transaction, call us on 0800 269 296.

We are unable to guarantee any reversals:

  • If the dispute is successful, a credit will be applied to your credit card account
  • If the dispute is unsuccessful, you will be advised in writing and charged a $15 dispute fee (per event, multiple transactions are covered by the single fee).


Fraudulent transactions

If you suspect your credit card has been used fraudulently, we are available 24/7 to assist. Please call us immediately on 0800 658 044 so the card can be blocked and a new one ordered if required.

If you are overseas, call +64 9 522 3010 (toll charges apply).


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