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Support / Disputing a Transaction

Before you raise a dispute

1. Investigate the transaction
Some businesses process transactions using a different name and location. The location could be the main office, not where you made the purchase.

Here are some ways to investigate the transaction:

  • Log on to the CommBank app and tap the transaction for more details
  • If you don’t have the app, search the business name online
  • Review your transaction history for similar charges from the same business
  • Check your emails (including junk) for order confirmations
  • Ask family members if they made the purchase (such as for apps or games)
  • If you have an account with the business (e.g. Apple, Google), sign in to view recent orders

2. Contact the business (if applicable)

  • For authorised disputes, it’s best to contact the business first before raising a dispute with us. If you skip this step, we may not be able to help you with your dispute

3. Choose the right dispute type

  • Use our guide to match your situation with the correct dispute type. This will ensure the assessment is correct and there are no delays with investigating your dispute.

4. Prepare supporting documents (if applicable)

  • For authorised disputes, you may need evidence to support your claim (e.g. receipts, emails, photographs)
  • After submitting your dispute, we'll email you a case number. Reply to this email with your supporting documents.

For unauthorised transaction disputes, we'll have to cancel and replace your card to protect your account from further unauthorised activity. But don’t worry, you’ll still be able to make purchases using your digital card found in the CommBank app while you wait for your new card to arrive.

Keep your account safe

For extra control and security, put a temporary lock1 on your debit card or credit card. Review your digital wallets and delete any cards you don’t recognise or no longer use. To do this, log on to the CommBank app, tap “Cards”, then “Card settings” and “Review digital wallets”.

For Corporate Cards, message us in the CommBank app or call us any time on 13 1576.

To continue making payments while you wait for a new card, you can use your digital card straight away, before your physical card arrives in the mail. If you’ve already set up your digital wallet, you can keep using your phone to make payments securely.2

If you have an Everyday Transaction Account, you can also withdraw cash using QR Cardless - the safe way to make transactions without a card or PIN, using the CommBank app at compatible CommBank ATMs. 

Disputes guide

When to choose this dispute type

A transaction has been made using your card without your knowledge, or the knowledge of anyone who has access to your card.

If you accidentally bought a subscription service instead of making a one-off payment, don’t use this dispute type. First try to resolve it with the business, then dispute it under ‘subscription payments’. 

What you’ll need to do first

Some businesses process transactions using a different name, which is why the business name may appear different. The location listed on some transactions may be where the main office of the business is located, not where the transaction was made.

Here are some ways to help investigate the transaction.

  • Log on to the CommBank app and tap on the transaction to see more information about the business
  • If you don’t have the CommBank app, look up the business name online
  • Look through your transaction history to find other transactions with the same business name
  • Check your emails (including junk folder) for an order confirmation from the business
  • Ask family members or kids if they made the purchase (especially for mobile app or game purchases)
  • If you have an account with that business (e.g. Apple, Google), login to your account with them to check recent transactions or order history

Be aware, if a transaction you made is disputed as an unauthorised charged, the business may block you from making future payments.

Documents/information required

None

When to choose this dispute type

You made the transaction, but the business hasn’t delivered the goods or service.

What you’ll need to do first

  • Always contact the business first to resolve the matter and give the business time to help find a resolution
  • Wait a few days after the expected delivery date, to allow for any delay in postal services
  • Check tracking details found in your order confirmation from the business to try to locate your item
  • If there isn’t an expected delivery date in your order confirmation, you’ll need to wait at least 15 days from the time of transaction before raising a dispute
  • If available, raise a dispute directly through the business

Documents/information required

  • In the dispute questionnaire, add as much detail of the purchase as possible, including good/service type, sizing, brand, colour and specifications. This will help us resolve your dispute faster.
  • All communication with the business showing how you tried to resolve the matter
  • If available: A detailed invoice with expected delivery date noted
  • If applicable: Confirmation from the business that they’ll not deliver your goods or service

When to choose this dispute type

You provided your card details to a business and have authorised for them to take out recurring payments (e.g. subscriptions) or you authorised a one-off payment without realising you signed up to a subscription/recurring payment.

You’ve contacted the business to cancel the recurring payment, but they’ve continued to debit your account. You’ve tried to contact the business but were unsuccessful in reaching them. 

Note: Disputing a subscription payment will not block future charges. You’ll need to contact the business to cancel the recurring payment arrangement. 

What you’ll need to do first

  • Read the businesses cancellation terms and conditions to understand any notice period required
  • Always contact the business first to resolve the matter and give the business time to help find a resolution
  • If available, raise a dispute directly through the business

Documents/information required

  • The date and method you used to cancel the subscription/recurring payment
  • All communication with the business including proof that you cancelled or tried to cancel the subscription/recurring payment
  • Terms and conditions of the business to confirm notice is or isn’t required

When to choose this dispute type

You’ve authorised a transaction for goods or services, however:

  • You were required to make the payment by another method to finalise the purchase, or 
  • You manually paid for goods/service and an automatic payment for the same charge was made

This led to you paying more than once for the same goods/service. 

Example: You purchased an item using your card, however the business advised the transaction declined. You then used another payment method, such as a different card, cash, gift card etc. 

What you’ll need to do first

  • Always contact the business first to resolve the matter and give the business time to help find a resolution
  • If available, raise a dispute directly through the business

Documents/information required

  • All communication with the business showing how you tried to resolve the matter
  • Proof of the other payment method (e.g. cash receipt, other bank statement) to show that you paid for the goods/service more than once

When to choose this dispute type

You’ve authorised a transaction for goods/service but were charged more than once by mistake.

To use this dispute type, the duplicated transactions must have the exact same business name, transaction date and transaction amount. If not, you’ll need to consider another dispute type.

What you’ll need to do first
 
  • If the transaction is ‘pending’, wait 3-10 days for it to process before raising a dispute. Most duplicate transactions that appear as ‘pending’ usually drop off and never debit your account
  • If the duplicated transactions are processed and debited from your account, contact the business first to resolve the matter. Make sure to give the business time to help find a resolution
  • If available, raise a dispute directly through the business

Documents/information required

None - the duplicate transactions will be visible on your CommBank accounts 

When to choose this dispute type

You’ve authorised a transaction but were charged a different amount to what was confirmed at time of purchase. 

What you’ll need to do first

  • Confirm if the original transaction was in AUD or in a foreign currency. We won’t be able to help with your dispute if you weren’t aware that it was in a foreign currency at time of purchase
  • The amount for a pending transaction can sometimes change once it gets processed, so it’s best to wait for the transaction to process before raising a dispute 
  • Once the transaction is no longer ‘pending’ and still appears as the incorrect amount, contact the business first to resolve the matter. Make sure to give the business time to help find a resolution
  • If available, raise a dispute directly through the business

Documents/information required

  • All communication with the business showing how you tried to resolve the matter
  • A detailed invoice or receipt with the correct amount you were meant to be charged

When to choose this dispute type

You’ve authorised the purchase of goods/service, and the business has agreed to provide you a refund, however this hasn’t been received yet.  

This dispute type also covers where a business has a cancellation policy (e.g. free cancellation within 48 hours), which hasn’t been honoured. 

Note: If you’ve requested a refund and the business hasn’t agreed, you’ll need to consider another dispute type.  

What you’ll need to do first

  • Wait at least 1-2 weeks to receive the refund into your bank account from the business
  • Contact the business first to resolve the matter and give the business time to help find a resolution
  • If available, raise a dispute directly through the business

Documents/information required

  • All communication with the business, including confirmation that the business agreed to provide a refund, and any communication showing how you tried to resolve the matter
  • An invoice of the refund processed by the business
  • The businesses cancellation or return policy
  • If applicable: The terms and conditions stating the free cancellation

When to choose this dispute type

You’ve purchased goods/service and it’s been delivered by the business, however it’s not as described and/or is defective. 

Note: This won’t cover personal preference, quality of goods or service provided (e.g. massage was too rough, music was too loud, food was cold).

Examples include: Purchased men’s shoes and received a women’s jacket. Purchased a brand-new item and receive a broken/used/damaged item. 

What you’ll need to do first

  • Always contact the business first to resolve the matter and give the business time to help find a resolution
  • Review the detailed description on the businesses website to confirm what you received isn’t as described
  • If available, raise a dispute directly through the businesses process

Documents/information required

  • In the dispute questionnaire, add as much detail of the purchase as possible, including good/service type, sizing, brand, colour and specifications. This will help us resolve your dispute faster
  • A detailed explanation of how the goods/service is not as described or defective from what was originally purchased. Photos may also be provided to assist
  • All communication with the business showing how you tried to resolve the matter
  • If applicable: A letter from a specialist in the relevant field explaining how the goods/service is not as described/defective (e.g. a registered mechanic validating your claim against a car having defective parts)

When to choose this dispute type

You have requested cash out during check-out in a store, but you did not receive some or all of the cash requested.

What you’ll need to do first

  • Always contact the business first to resolve the matter and give the business time to help find a resolution
  • If available, raise a dispute directly through the business

 

Documents/information required

None

Raising a dispute

  • If you want to raise a dispute, here’s how to contact us:

    • Dispute online - For debit cards and credit cards, log on to the CommBank app or NetBank

    - In the app: go to the transaction you want to dispute and select ‘Get help with this transaction’, then ‘Dispute transaction’

    - In NetBank: expand the transaction and select ‘Dispute transaction’

    • Message us in the CommBank app to quickly get connected to the right help. Don’t have the app3? Download it now or contact us to raise a dispute
    • For Travel Money Cards – complete and email us the dispute form. If you need assistance with this form, please contact us. Note we won’t be able to help you complete the form, but can assist with guiding you through it
    • Once a transaction appears as ‘pending’ on your account, we’re unable to stop or cancel the transaction. We will start our investigation once all transactions in the dispute are fully processed (usually takes 3–10 days)
    • If funds were sent from another bank to a CommBank or Bankwest account and you suspect the payment is linked to a scam, please complete this form

Message us 24/7

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. 

Message us

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Getting a resolution

  • How long will it take?

    • Most disputes are resolved within 3 business days, after all pending transactions have processed
    • More complex disputes needing further investigation can take up to 21 calendar days, and we’ll contact you if it is any longer4

  • Refunds

    • If your dispute is successful, you’ll receive a refund to your account within 3 business days of the outcome being provided
    • Your dispute outcome will be sent to you by email or letter, this will include the reasons for our decision

We're here to help

Things you should know

  • 1 Cancelling your card or applying a temporary lock to your card won’t stop all transactions including digital wallet transactions (such as Apple Pay and Google Pay or CommBank Tap & Pay), some online transactions where the business has stored your card details, and any transaction not sent to us for authorisation (e.g. transactions processed when there’s a system interruption).

    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 businesses. 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 In exceptional circumstances disputes can take up to 45 calendar days to resolve.