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.
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
- internet banking, direct debit, Visa payWave, Mastercard Contactless or Eftpos was used for the purchase i.e. you didn't use your credit or debit card
- it was conducted through a New Zealand ATM.