Dispute a Transaction

1. Check any unfamiliar transactions

• 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?

Did you know you can easily view all of your pending and completed transactions in Internet Banking?

2. Check if we can help

Any pending transactions will need to be fully processed before we can help you raise a dispute. It usually takes 3-5 business days to process a transaction, however it can take 10 days or more.

We will do our best to help you with your enquiries, but only the business or merchant can resolve the following:

• 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 or Mobile banking is detected, please contact us immediately.

3. Protect your account

For extra control and security over your account, we can place a temporary lock on your Visa Debit Card. To do so, call us on 08 8088 2199 during business hours or Fraud Bureau on 1300 705 750 after business hours.

If at any time you suspect fraud on your account, please contact us immediately.

4. Contact the business or merchant

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

If the business or merchant can’t help, call us as soon as possible. If you don’t, we may lose any chargeback rights we have under the Visa and eftpos scheme rules. Different rules apply to unauthorised transactions which are regulated by the ePayments Code.

Get to know the ePayments Code (https://asic.gov.au/regulatory-resources/financial-services/epayments-code/)

5. 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 all of the following:

• The date you withdrew permission

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

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

6. How to lodge a dispute

Visit our office and our friendly team will help you fill out a dispute form. Or give us a call and we will email you a dispute form to complete and return.

7. Internal dispute resolution procedure

Broken Hill Bank also offers members 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 Supporting Document for more information.

8. How long will it take?

Your dispute may take up to 30 days to be resolved. For some types of card disputes these timeframes are dependent on us receiving all of the required information in the first instance and often timeframes can be extended if the merchant challenges your claim.