|How to query a transaction on your credit card|
If you find a transaction on your ANZ credit card statement that you do not recognise, this may be a result of a number of things, including a difference in the amount, the date or even the merchant name. Please follow these steps to query a transaction.
|What happens after you raise a credit card transaction query?|
Contact us to lodge a query
Lodge a query by calling ANZ Cards on 13 22 73 (international +613 9683 9999) 24 hours a day, 7 days a week.
Alternatively, you may download the Customer Transaction Dispute Form (PDF 82kB) here and return the completed form back to us by any of the methods listed on the form, along with any relevant information or documents.
Day 2 to 6:
You will receive a form from us in the mail. You must complete and return the form to us along with any supporting documents.
If you lodged your query by phone, a Customer Transaction Dispute Form (PDF 82kB), required by the Scheme Rules, will be sent to you the next day.
It is important that you complete and return the form together with any supporting documents immediately as your case will be pending awaiting your response. Your case will be closed if we do not hear from you within 14 days of the date printed on your Customer Transaction Dispute Form.
Timing: Please allow approximately 3-5 days for the dispute form to reach you in the mail and approximately 3-5 days to reach ANZ once you have completed and returned it.
Day 16 to 23:
ANZ will commence investigation once we receive the completed form along with any supporting documents.
When we receive your completed Customer Transaction Dispute Form (PDF 82kB) along with all relevant information and documents, ANZ will commence investigation and may request for a transaction receipt from the merchant’s bank to support their charge. The merchant’s bank has 30 days to respond to ANZ. During this time, your case will be pended awaiting response from the merchant’s bank.
If a transaction receipt has not been requested, a chargeback will be initiated and a letter will be sent to you, advising that your account has been credited. Your case will now be closed.
Timing: We will request the transaction receipt within 7 days of receiving your completed form along with all relevant information and documents.
Day 53 to 65:
ANZ will forward the merchant’s transaction receipt to you if we have requested one.
When we receive the merchant’s transaction receipt, we will forward the transaction receipt to you along with a form to complete if you want ANZ to investigate your query further. If we do not receive the merchant’s transaction receipt, we will advise you via mail.
Before you complete the form, you should review the transaction receipt carefully to see if it contains any information that may resolve your query.
The information that you can check on the receipt includes:
Sometimes additional information can be found on the receipts, such as:
Timing: We will forward the transaction receipt to you within 7 days of receiving it from the merchant. Please allow 3-5 days to reach you in the mail.
Your case will be pending for 14 days from the date we forward the receipt to you, awaiting your response.
Your case will be closed if we do not hear from you after 14 days as we will assume that the transaction is valid and you do not wish to investigate further.
Day 65 to 79:
You receive the merchant’s transaction receipt and decide whether to query the transaction further
If you would like ANZ to investigate the transaction further, you must complete and return the Dispute Form along with the merchant’s transaction receipt within 14 days of the date of the letter.
It is important that you return the form as soon as possible as the credit card schemes govern ANZ’s time frames for action.
The query continues to be investigated by ANZ
Once we receive the Dispute Form, we will continue our investigation.
You will be updated on the progress of your query every 30 days.
It is important that you complete and return your signed Customer Transaction Dispute Form (PDF 82kB) together with any supporting documents as soon as possible so that ANZ can commence investigation on your behalf. Without a signed dispute form, ANZ may not be able to progress your query, if you raise your query with ANZ after 60 days from the transaction date*, ANZ may not be able to assist as credit card schemes govern ANZ’s time frames for action.
To further understand the investigation process for resolving a transaction query, please refer to the Disputing a Transaction Brochure (PDF 128kB) and ANZ Credit Cards Conditions of Use for more information.
*In some cases where the Electronic Funds Transfer Code of Conduct applies, the time limits may not apply.
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