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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.

 

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 a customer dispute form

Send it to us using the options stated on the form (please also send a copy of any relevant information).

Download the form (PDF 252kB)

 

Or call us on 0800 269 296

And we will complete a disputes form over the phone.

What you need to know

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 to query errors or unauthorised transactions.

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).

 Related: Fraudulent transactions


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