A couple of our Auckland branches will be open with reduced hours on Saturday 6 March. All our branches will be returning to normal hours from Monday 8 March. See our branch updates page for up-to-date information on branch opening hours.
If you find a transaction on your Visa or Mastercard® Credit Card or Visa Debit Card that you didn’t make, you can dispute it if you let us know within 60 days of the transaction.
You should try and contact the company before getting in touch with us.
Due to COVID-19, there are some circumstances where your transaction may need to be cancelled or your goods and services are taking longer to arrive than they should.
You should get in touch with us if you:
It’s so easy to buy goods or services online – but what should you do when you don’t receive what you paid for?
In the COVID-19 climate goods are taking a little longer to arrive than we're used to.
You've been advised you'll receive a refund, or a partial refund and you haven't received it yet.
Before contacting us, please keep in mind:
If you've supplied your card details to sign up for a trial or subscription, it's unlikely you'll be able to dispute it, but there may be limited circumstances under which you can, for example if you:
Although the money hasn't yet left your account, you've committed to the transaction and it can't be reversed or cancelled.
You can see pending transactions within your account in internet banking or the mobile app. These types of transactions usually appear if you've just made a purchase or perhaps signed up for something.
If you don't recognise the purchase or the company, get in touch with us once your account has been debited.
There are some types of transactions that we can't dispute, for example if:
We can't begin the dispute process until the transaction has been debited from your card or account - it can't be pending.
We'll then assess our right to dispute the transaction based on rules and regulations provided by Visa or Mastercard. If your transaction falls under one of these rules, we'll request supporting documentation from you e.g. emails, screenshots and invoices between yourself and the company.
We'll then put a case forward to get the money back on your behalf.
A chargeback is when you get the purchase amount returned onto your card or account when we've successfully disputed the transaction on your behalf with Visa or Mastercard.
If you have a chargeback case pending with us and a payment is due on your credit card, pay this as normal to avoid any late payment fees or interest charges.
If you have a transaction you'd like to dispute, please get in touch with us within 60 days of the transaction, as this allows us time to process your dispute. If it's been longer than that we may not be able to dispute it. Before calling us, make sure you've read the steps above.
Call us on 0800 113 355 or +64 4 473 1133 from overseas, Monday – Friday: 7:30am to 5:00pm.
Mastercard is the registered trademark of Mastercard International Incorporated. Kiwibank’s terms and conditions apply. See all credit cards terms and conditions. Contactless and Tap & Go are trademarks of Mastercard International Incorporated.