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Disputing transactions

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

Eligible transactions we can dispute on your behalf

It’s important to note that while we may be able to dispute transactions made through the Visa network, we are unable to dispute transactions made through the New Zealand EFTPOS network, unless they are fraudulent. EFTPOS network transactions are when an ANZ Visa Debit card or credit card is inserted or swiped at an EFTPOS terminal and ‘Cheque’ or ‘Savings’ is selected.

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

  • Call us on 0800 269 296 and we will complete a disputes form over the phone with you.
  • Or visit any ANZ branch and we will complete a disputes form in person with you.

What you need to know

We'll work with you to help resolve the issue for you if possible. However, we do not accept any responsibility for the loss.

You must be the primary or additional card holder.

Dispute must be submitted within 60 days of transaction.

You can still contact us after 60 days and we’ll work with you to help resolve the issue for you if possible.

What happens after I complete the form?

Once you have completed the form we will investigate the transaction on your behalf, and we may contact you to request additional information. We will investigate the dispute within 20 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.

 Related: Fraudulent transactions

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