Disputing a credit or Visa debit card transaction

If you find a transaction on your Visa Credit Card or debit card that you didn’t make, you can dispute it if you let us know within 60 days of the transaction.

Commonly disputed transactions

There are many reasons why you might dispute a transaction, and the first thing you should do is contact the company or business that has charged your card.

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?

  • Get in contact with the company using email (where possible), 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.
  • If an event has been cancelled e.g. concert or sporting event please contact us.
  • You'll need to wait at least 30 days from the date of purchase before we can attempt to dispute the transaction.
  • Keep all your emails to and from the company.
  • Get in touch with us if the company you've purchased from is in liquidation and the service will not be provided.

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.

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
  • have written evidence that's dated of your cancellation attempt.

Your refund hasn't been processed to your account

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
  • the company may request a longer timeframe
  • keep the written communication to and from the company.

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
  • you cancelled a non-refundable booking or tickets
  • if you’ve accepted a voucher from the merchant
  • 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.

How we process a dispute

Each dispute varies in time, however we'll aim to lodge your claim with Visa within 14 days of hearing from you. In limited circumstances, certain fees may apply.

Get in touch with us

Staff at ATM with Customer Tight Shot

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.

If you suspect that you've been scammed find out what you can do.

Call us on 0800 113 355 or +64 4 473 1133 from overseas, Monday – Friday: 7:30am to 5:00pm.