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.
Step 1: Check your receipts and statement
If your receipts and card statement do not match, the following might offer an explanation.
I don’t recognise the name of the merchant
Some companies use a different trading name or location from what appears on your statement. Please contact the company to verify the trading name before lodging a transaction query.
The transaction date on my statement is different from the date on my receipt
There can be a delay (usually up to 7 days) between when you made the purchase and when it was charged to your account.
The amount charged on my statement is different from the amount on my receipt
This usually happens when the purchase was made overseas, or with a merchant that is located overseas. When the purchase was charged to your account, the amount may change based on the currency exchange rate for that day. You need to discuss this with the merchant to resolve any misunderstanding. Many taxi companies and other service companies also charge an additional surcharge for  card purchases and the amount for the surcharge will appear on your statement and not on your receipt.
I don’t remember this transaction
Check if an additional cardholder has made the purchase. Also check your diary for any prompts of what the transaction could be.
Step 2: Contact the merchant directly

The merchant may be able to resolve your queries, including:

  • If the product was defective or not as described once you received it
  • You received a refund from the merchant, however this has not been processed to your account
  • A purchase has been duplicated on your statement or the amount charged on your statement is different to your receipt
  • You did not receive the goods/services that you purchased
Step 3: If the merchant cannot assist with your query, contact us

You should notify ANZ immediately of a credit card transaction query.  If you raise your query with ANZ after 60 days from the date of a transaction, ANZ may not be able to assist as Visa, MasterCard® and American Express® schemes govern ANZ’s timeframes for action.*

Each credit card transaction query type has documents or information that must be provided to be able to proceed. To enable your query to be actioned as quickly as possible, please ensure that you provide all relevant information and documents when raising your query.

Please select from the below for more information and to find out what you need to provide to enable your query to be actioned as quickly as possible.

You (and any additional cardholders on your account) do not recognise the transaction
  • Could the date of the transaction differ due to a delay in the amount being charged to your account?
  • Could the amount be different due to overseas exchange rates?
  • Has an additional cardholder made the purchase?
  • Has the merchant already credited your account with the queried amount?

What you need to provide

  • Where you are unable to recognise a transaction after having completed steps 1 and 2, ANZ will request additional information from the merchant on your behalf once you lodge the query with us
A purchase was charged more than once on your credit card
  • Could you have made more than one purchase at the same time with the same merchant?
  • Have you contacted the merchant regarding this transaction?
A purchase was charged for the incorrect amount
  • Do the receipt and the statement amounts match?
  • Could the difference be a postage/service fee or surcharge? For example, taxi companies charge an 11% surcharge on top of the fare amount and this is not included on the receipt.
  • Did you pay for part of the transaction via other means, i.e. cash?

What you need to provide

  • A copy of the sales receipt for the purchase that was completed
  • The correct amount that should have been charged
Cancellation of a regular payment arrangement was unsuccessful
  • Have you contacted the merchant to resolve the query prior to contacting ANZ?

What you need to provide

  • The date that you attempted to cancel the authority
  • A copy of your instructions to the merchant to cancel this authority
A refund (credit transaction) has not been processed or was processed incorrectly
  • Have you contacted the merchant to resolve the query prior to contacting ANZ?

What you need to provide

  • A copy of the refund (credit transaction) receipt
  • The date that you last contacted the merchant regarding the transaction
  • If merchandise was returned to the merchant, ANZ requires proof of the merchant receiving the goods and the date that the merchandise was returned
  • If merchant refused to accept returned merchandise, please provide proof of refusal
Goods or services were purchased but have not been received from the merchant
  • Have you contacted the merchant to resolve the query prior to contacting ANZ?

What you need to provide

  • The expected date of delivery
  • The date that you tried to contact the merchant
Goods or services were defective or not as described
  • Have you contacted the merchant to resolve the query prior to contacting ANZ?
  • Have you returned the goods / cancelled the services?

What you need to provide

  • If merchandise was returned to the merchant, ANZ requires proof of the merchant receiving the goods
  • If services were cancelled, ANZ will require proof of date services were cancelled
  • The date that you tried to contact the merchant to resolve the matter
  • Written description and documents proving what was purchased and, if applicable, what was received
  • If merchant refused to accept returned merchandise, please provide proof of refusal

Please note: if you are unable to provide proof of description at the time of purchase of the goods/services, ANZ may be unable to assist and you will need to deal directly with the merchant

To lodge your transaction query, please call ANZ Cards on 13 22 73 (international +613 9683 9999), 24 hours a day, 7 days a week, or download the File - CC - Customer Transaction Dispute Form (PDF 82kB) and return the completed form back to us by any of the methods listed on the form, along with any relevant information and documents. 

* In some cases where the Electronic Funds Transfer Code of Conduct applies, 
the time limits may not apply.

What happens after you raise a credit card transaction query?
Day 1:
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 File - CC - 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 File - CC - 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 File - CC - 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:

    1. Signature
    2. Merchant name

Sometimes additional information can be found on the receipts, such as:

    1. Delivery address
    2. Billing address
    3. Product information
    4. The shop name from where you purchased the goods. Often the shop name is different to the business trading name that appears on your card statement

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.

Day 80+:
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.

Important Information

It is important that you complete and return your signed  File - CC - 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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