Disputing a credit or Visa debit card transaction

COVID-19 related

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:

• believe your transaction is affected due to a border closure or lockdown restrictions
• receive a cancellation notice from an airline or hotel
• have been promised a refund, but it's been changed to a credit voucher
• are concerned about any future dated holidays or trips you've booked.

You haven't received what you've paid for

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.

• Get in contact with the company, you should give them 10 business days to respond.
• If it's coming from overseas, there's a chance that Customs will hold the item. This is outside of the control of the company.
• You'll need to wait at least 30 days from the date of purchase before we can assess our right to dispute.

Your refund hasn't been processed

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:

• it can take up to 15 days for it to appear on your account
• in the COVID-19 climate, companies are experiencing delays in processing refunds and may require extra time
• the company may request a longer timeframe.

Trials and sign-ups

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:

• believe you haven't signed up to a trial or a subscription
• have cancelled your trial or subscription, but have continued to be charged.

Pending transactions

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.

What can't be disputed

There are some types of transactions that we can't dispute, for example if:

• it's still pending or the money hasn't left your account yet
• it's been more than 60 days since you made the purchase
• you've decided you no longer want the goods or services
• a friend or family member has used your card to make the purchase
• the purchase was made in New Zealand via a domestic EFTPOS transaction and you pushed the ‘cheque’ or ‘savings’ button (i.e. you used your ATM/EFTPOS card or Visa Debit card to make the purchase)
• the payment was made directly from your account to the merchant's account using internet banking or the mobile app – you may however be covered by our internet banking guarantee
• it was conducted through a New Zealand ATM.