Dispute a Transaction

If you've noticed a transaction on your Visa Debit Card that you don't recognise or are experiencing issues with a retailer or purchase, we're here to help.

First steps

To help you identify and resolve any unfamiliar transactions in your transaction account, it's important to follow a few simple steps. Here’s how you can check and verify these transactions effectively:

• Was the purchase made by a family member or another cardholder authorised to use the account?

• Could the merchant or business be trading under a different name? You can check this by doing a Google search on the merchant listed on your statement or transaction history.

• Was the transaction made in a foreign currency and converted into Australian dollars?

• Is the transaction a regular payment for a membership, subscription or app download?

Use Internet Banking 

Did you know you can easily view all of your pending and completed transactions via Internet Banking or Banking App? This can help you quickly identify and verify any unfamiliar transactions. 

How to dispute a transaction

Any pending transactions will need to be fully processed before we can help you raise a dispute. Typically, this takes 3-5 business days, though it can take up to 10 days or more.

While we strive to help with all your enquiries, please note that only the business or merchant can resolve the following issues: 

• refunds or exchanges if you change your mind

• memberships or monthly subscription enquiries

• issues with software you've downloaded

For payments such as Direct Entry (EFT), BPAY and NPP (real-time payments) you may also contact the recipient first (if known) to ask for the funds to be returned. If the recipient is unknown to you or unauthorised access to Internet Banking or Banking App is detected, please contact us immediately. 

How to lodge a dispute

Once any pending transactions are processed, our friendly team will help you fill out a dispute form. You can contact us to dispute a transaction via: 

• Phone: (08) 8088 2199

• Email: reception@brokenhill.bank

• Visit the branch: 2 Chloride Street Broken Hill NSW 2880

Temporary lock for Visa Debit Card

For extra control and security over your account, you can place a temporary lock on your Visa Debit Card via Internet Banking or Banking App. Alternatively, we can place a temporary lock on your card. Contact us on (08) 8088 2199. If you believe you’ve been the victim of a scam or fraudulent activity outside of our regular business hours, call our after-hours emergency numbers 1300 705 750 for Fraud Bureau Services or 1800 648 027 to cancel your card.

Contact the merchant

Some issues can be resolved faster by contacting the business or merchant directly.

If the business or merchant can’t help, get in contact with us as soon as possible. If you delay, we may lose any chargeback rights under the Visa and eftpos scheme rules. Different rules apply to unauthorised transactions regulated by theePayments Code.

Supporting documents

As part of our investigation, we may ask you for supporting documents of the transaction/s you want to dispute. For fraud resulting from a lost or stolen card, we may need you to make a police report.

Before you contact us, gather receipts, photographs of the item if it’s not as described, and the business’s contact details. Record any correspondence with the business, including any invoices, receipts and web addresses relating to the purchase. Our ability to help will be limited by terms and conditions of your agreements, or contracts that you may have signed with the business.

For cancelled recurring payments we will require evidence that you withdrew permission to charge the card including:

• The date you withdrew permission

• Details used to contact the Merchant, such as an email address, telephone number, or physical address

• Details of other forms of payment provided to the Merchant (if applicable)

Internal dispute resolution procedure

Broken Hill Bank also offers customers an internal dispute resolution procedure that is readily accessible and free of charge. If you are unhappy about something to do with a product or service, we’d like to hear about it. Refer to our Internal dispute resolution document for more information.