Credit card transaction disputes

How to dispute a credit card transaction

If you have identified a transaction on your Westpac credit card statement or online banking and you don’t think it should be there, here’s a guide to help you understand what to do next.

Firstly it’s important to understand, using the lists below, what type of transactions can and can’t be disputed. If your transaction can be disputed, scroll down further to find a 3 step process to follow.

As mentioned in the 3 step process, it’s always best to contact the merchant directly prior to contacting Westpac. If for any reason you are unable to resolve your dispute with them, that’s when we can step in to help you. Please note for us to help investigate a disputed transaction you need to submit the dispute within 30 days from the date at the top of your credit card statement (for example, if transaction you are disputing took place on 1st June, this transaction will show on your July statement – you have 30 days from the date of that statement to dispute the transaction).

When I can dispute a transaction

Here are the most common types of dispute we can help with:

  • You’ve ordered something (ie products or services) and haven’t received them
  • What you received is different from what you ordered – or it’s damaged in some way
  • You have received counterfeit goods
  • You can have contacted a merchant to cancel a subscription, but you are still being charged
  • The charge on your statement is not what you agreed to pay, or it’s different from the amount on the receipt / invoice
  • You have been promised a credit or refund but haven’t received it
  • You have been charged twice
  • There are charges on your account that you don’t recognise
  • There are charges on your account that you didn’t authorise
  • You paid for something another way, but it has also been charged to your credit card
  • The transaction has appeared twice

When I can’t dispute a transaction

 There are some types of dispute we can’t help with:

  • You have changed your mind about the purchase
  • You’re not happy with the quality of service
  • You have found the same item / service cheaper elsewhere 
  • Reoccurring subscriptions which have not been cancelled
  • You have a billing dispute with the merchant
  • You have a contract related dispute with the merchant
  • You have a software download related dispute with the merchant

What’s the best process to follow?

Here’s three steps we recommend you take:

Step 1 - Double check your statement
There’s a good chance that an odd-looking transaction will be nothing to worry about. We recommend you do a little research - merchants can use different names when they bill you, or use another company to do the billing for them. That’s why we always recommend the best next step is to contact them directly. If the transaction listed as a ‘pending transaction’ in on your online transaction list there could be a couple of reasons for this, find out more here. It’s helpful to keep your receipts to use as a point of reference, they can often jog your memory.

Step 2 – Contact the merchant
Whether it’s the wrong charge, an order that hasn’t arrived or a cancelled subscription you are still being charged for, the simplest and fastest way to get it resolved is to contact the merchant directly. To keep things moving, it’s a good idea to include any receipts or documents with your query.

Step 3 - Contact Westpac
If the merchant is unable to help, get in touch with us using your preferred contact method below and we’ll be happy to help investigate your disputed transaction. Please note, disputes must be submitted within 30 days of the date at the top of your credit card statement. It can take up to 30 days to reach a final outcome.

  • Online - Complete the Credit Card Disputes online form and include as much detail as you can, this will really help our team get to work on your behalf
  • Phone – Call our Card Services team on 0800 888 111, 24hrs, 7 days a week, or from overseas call +64 9 912 8000 (international toll charges apply). Please note that after 8pm on weekdays and 5pm on weekends, Card Services are only available for reduced services which include: emergency card / cash requests or card fraud transaction verification.

  • Branch – Visit your nearest Westpac Branch