Card transaction dispute

If you have a query or concern about transactions to your card account you can easily dispute them. Our aim is solve your issue as soon as possible.

All you need to do is fill in the Card transaction dispute form (PDF 134kB).

  • You will need to have Adobe Reader installed on your computer to view the PDF correctly.
  • You will also need to have disabled pop-up blockers.

Help me

FAQs

See also

Submitting a card transaction dispute online is easy.

  • Go to the "View Accounts" landing page.
  • This is the first page you see when you log on to ANZ Internet Banking.
  • If you cannot locate it, go to the "Accounts" menu and select "View Accounts".
  • Select your card account by clicking on the account name.
  • Click on the "Card transaction dispute" link at the top of the page and follow the steps below.
Before disputing a transaction
  • These forms are for personal card accounts only. If you have an ANZ business card, please visit your local ANZ branch.
  • If your enquiry is urgent you can contact the ANZ Cards Service team on 13 22 73 (International callers: +613 9683 7043) 24 hours a day, seven days a week.
  • Please note that the Card transaction dispute form (PDF 134kB) is for all transactions completed outside of ANZ Internet Banking.
  • If your transaction was made through ANZ Internet Banking you will need to use either the Bill payment enquiry form or the Funds transfer/Pay Anyone enquiry form.
Card transaction dispute form

Use this form if you are disputing a transaction that you made outside of ANZ Internet Banking - for example, if you purchased something in a store, or through an online shopping website.

  • Click on the Card transaction dispute form (PDF 134kB) link to open the PDF form. Then click the print button on your browser.
  • Complete the application form and post it to the address listed in the application form.
  • No stamp is required when sending this form back.

Card transcation dispute form

BPAY® bill payment enquiry form

Use this form if you have an enquiry about a bill payment made using the Pay BPAY® Bills function on ANZ Internet Banking. You will need your payment receipt number.

  • Click on the Bill payment enquiry form link.
  • Read and accept the important information and click Continue.
  • Select the account from which the transaction was made, using the From drop down list.
  • Fill in the bill payment details including, biller code and reference number, the bill amount, (using a decimal point if applicable), the receipt number for the transaction, and the date the payment was made.
  • In the Transfer details section choose whether the transaction was immediate or future dated by selecting either Now or Future dated.
  • If the transaction was future dated enter the date that you originally submitted the transaction in the Date payment arranged field.
  • In the Enquiry details section, select the type of enquiry using the drop down list.
  • Fill in your contact details so that we can contact you about your enquiry if necessary.
  • Click Submit.

You will receive a response to your SecureMail within 24-48 hours.

Funds transfer/Pay Anyone enquiry form

Use this form if you have an enquiry about a funds transfer or Pay Anyone transfer made through ANZ Internet Banking.

  • Click on the "Funds Transfer/Pay Anyone Enquiry Form" link.
  • Read and accept the important information and click "Continue"
  • Select the purpose of your enquiry by choosing either "Funds Transfer" or "Pay Anyone" using the radio buttons.
  • Select the account from which the transfer was made, using the "From" drop down list.
  • Fill in the payment details for the account you transferred the funds to.
  • Enter the BSB and account number.
  • Alternatively you can directly enter the payment details including the receipt number, amount, date etc.

Card transaction dispute - payment details

  • In the "Enquiry details" section, select the type of enquiry using the drop down list.
  • Fill in your contact details so that we can contact you about your enquiry if necessary.
  • Click "Submit"

You will receive a response to your SecureMail within 24-48 hours.

Need more help?

Use our faqs to find out more about disputing a card transaction.

How do I query a transaction on my ANZ Credit Card?

If you find a transaction on your ANZ Credit Card statement that you do not recognise please follow the below steps to help resolve your query.

  • Check your receipts and statement.
  • Contact the merchant directly prior to contacting ANZ. The merchant may be able to resolve your query.
  • If the merchant cannot assist you with the query, contact ANZ.

You should notify ANZ immediately of a transaction query. To lodge your query:

  • use the relevant online form available on the card transaction dispute page. The Card transaction dispute form (PDF 134kB) needs to be downloaded and returned to us along with any relevant information and documents.
  • please call ANZ Cards Service team on 13 22 73 (International callers: +613 9683 7043) 24 hours a day, seven days a week or

You will need to have Adobe Reader installed on your computer to view the PDF correctly and you will also need to have disabled pop-up blockers.

Can I use the same form to dispute transactions on my business card?

This form is used for personal card accounts only.

  • If you have an ANZ Business Credit Card please visit your local ANZ branch.
What do I do for urgent enquiries?

If your enquiry is urgent please contact ANZ Cards Services team on 13 22 73 (International +61 3 9683 7043) 24 hours a day, seven days a week to dispute a transaction.

What do I do if the transaction was done through ANZ Internet Banking?

If you have made a BPAY® payment to an incorrect biller, please fill out the Bill payment enquiry form" online.

  • BPAY® disputes may take up to 21 days to resolve.

If the payment to be disputed was a funds transfer or Pay Anyone payment, please fill out the Funds transfer/Pay Anyone enquiry form online.

  • Pay Anyone disputes may take up to 6-8 weeks for resolution.

If an unauthorised payment has been made via ANZ Internet Banking, please contact the ANZ Internet Banking team on 13 33 50 (International callers: +61 3 9683 8833) 24 hours a day, seven days a week to report a fraudulent transaction.

Need more help?

For further assistance please call the ANZ Internet Banking team on 13 33 50 (International callers: +61 3 9683 8833) 24 hours a day, seven days a week.

® BPAY is registered to BPAY Pty Ltd ABN 69 079 137 518

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