Help & support
You’ll need to contact us as soon as you decide to raise a dispute. If you take too long to raise a dispute from the date the transaction occurred, we may lose any chargeback rights we have under Mastercard, VISA and eftpos scheme rules.1
If the transaction appears as pending on your account, we’ll investigate your dispute when the transaction has fully processed.
You’ll need to contact us as soon as you decide to raise a dispute. If you take too long to raise a dispute from the date the transaction occurred, we may lose any chargeback rights we have under Mastercard, VISA and eftpos scheme rules.1
If the transaction appears as pending on your account, we’ll investigate your dispute when the transaction has fully processed.
To determine if there’s an unauthorised or fraudulent transaction on your account, first check:
To review in more detail, click on the transaction in the CommBank app or NetBank, as it may be under a different date/time or business name. You can also ‘ask about this transaction’ using Ceba who can see if similar transactions have been made on your account and guide you.
You may be able to raise a dispute with us if;
However, a dispute cannot be raised for the following issues, and only the business can resolve:
For any of the above issues, it’s useful to get in contact with the merchant you purchased from and document the discussion, as this can help us address your dispute faster.
You should also gather receipts, photographs of the item if it’s not as described, and the business’ contact details, as we may ask you for supporting documentation.
For extra control and security, put a temporary lock on your debit card or credit card. For Corporate Cards, you can contact 13 1576 to temporarily block or permanently stop your card account.
To continue making payments, if you have an Everyday Account, you can use Cardless Cash in the CommBank app to make ATM cash withdrawals. And if you’re already set up with a digital wallet, you can still use your phone to make payments more securely.2
If you still don’t recognise the transaction and want to raise a dispute, here's how to contact us:
Get instant help from Ceba in the CommBank app or connect with a specialist who can message you back. You’ll need CommBank app notifications turned on so you know when you’ve received a reply.
Once you’ve contacted us to raise a dispute, you can expect the following from us:
In addition to the time taken for any pending transactions to be processed so we can initiate a dispute:
For Corporate Card queries, contact your local banker or call 13 1998.
We’ll protect you from losses due to unauthorised transactions on personal and business accounts when you take the necessary steps to stay safe online.
1 This doesn’t apply to an unauthorised transaction that’s regulated by the ePayments Code.
2 Digital and mobile wallets (e.g. CBA Tap & Pay, Apple Pay) allow you to make payments with your digital device while hiding your card info from stores and merchants. Adding your card to a digital wallet encrypts the card number replacing it with a token number instead. This means your card isn’t stored on the device or ever shared with you when you process your payment.
3 The CommBank app is free to download however your mobile network provider charges you for accessing data on your phone. You should refer to your mobile phone plan or contact your provider to find out more. Terms and conditions are available on the CommBank app. NetBank access with NetCode SMS required. Find out about the minimum operating requirements on the CommBank app page.
4 Some transactions may take longer than 10 business days to process, but this is rare.
5 In exceptional circumstances disputes can take up to 45 calendar days to resolve.