Dispute and chargeback frequently asked questions

Disputes

Chargebacks

Fraudulent activity frequently asked questions

Dispute transactions

What is a dispute?

A dispute is when a cardholder queries a transaction which appears on their credit or debit card account statement. For example, where you do not recognise the transaction or you believe it may have been duplicated at the point of sale.

As a card issuer, we must adhere to the card scheme rules for resolution of a disputed transaction. Each card scheme (Visa, MasterCard® and American Express ®) has its own dispute resolution process. This process outlines the circumstances and timeframes during which we can dispute a transaction and claim a refund on your behalf.

This is referred to as a chargeback or chargeback right. Note: chargeback right doesn't apply to transactions using the Visa Debit card at EFTPOS terminals when accessing your nominated account using the "Savings" or "Cheque" option.

Understanding scheme rules?

These card scheme rules (ie. Visa, MasterCard® and American Express ®) can restrict our ability to investigate a transaction and claim a refund for you. If you wait too long to query a transaction, our ability to dispute a transaction on your behalf may be lost. So, if you’re unsure of a transaction, it's important to get in touch with us immediately as soon as you identify the disputed transaction on your account statement.

What should I do to dispute a credit card, charge card or Visa Debit card transaction?

Before contacting NAB, ask yourself these questions. These could help you recognise the transaction:

  • Are you viewing transaction details using NAB Internet Banking, NAB Connect and NAB Telephone Banking, and you don’t recognise the transaction because there is no merchant description? We suggest you continue to monitor the account until a description appears. If you are still concerned, please contact us.
  • Some merchants use different trading names and may have recorded a different name in connection with your transaction. Or they may have used their head office as a location. In this case do you recognise the transaction amount?
  • Can you match up your receipts with the transaction amount on your statement?
  • For personal customers, could the transaction have been made by the additional cardholder?
  • Is the transaction a direct debit that you or a cardholder arranged with the merchant and you believe you have cancelled it? This authorisation needs to be cancelled with the merchant in writing and you should keep a copy of that letter for your records.

MasterCard® and the MasterCard® brand mark are registered trademarks of MasterCard International Incorporated.

American Express® is a registered trademark of American Express Company.

How to lodge your dispute

If you still don’t recognise the transaction or believe it wasn’t authorised, please call us on 13 22 65 from 8am-7pm Monday-Friday, or 9am-6pm on weekends (AEST/AEDT).

Or, from overseas, please call us on +61 3 8641 9121.
Or, platinum card holders please call us on 1300 730 213 (24 hours a day, seven days a week).

For all NAB Business Cards, NAB Qantas Business Card, NAB Business Access Card or Velocity NAB Business American Express® card please call us on 13 10 12 or contact your Business Banker for further clarification.

Remember to have your NAB ID (which is printed on the back of your card) and NAB Telephone Banking password handy when you call. It would also assist if you have any information that’s relevant to the disputed transaction with you.

Or, simply print and complete a Credit card/Visa Debit card purchases disputed transaction advice (PDF, 68KBS) form and post it or fax it back to us on 1300 788 350 when completed along with any relevant information and documents.

Or, you can visit your nearest branch with your form and any information.

Or, you can lodge a dispute by logging into NAB Internet Banking, clicking on Mailbox > Create secure message > Electronic Transaction dispute – complete the necessary information and submit your request. Your dispute will be actioned.

If you recognise the transaction after lodging a dispute and having obtained the ES reference number, please call the disputes team on (03) 9208 5435 or (03) 9208 5400 to cancel your dispute.

Hearing impaired customers with telephone typewriters can contact us on 13 36 77.

How to dispute other types of transactions

The Conditions of Use for Electronic Banking (card based) Product Disclosure Statement explains how to raise a query about the following types of transactions:

  • ATM/ADM
  • EFTPOS transactions
  • Phone or internet banking transfers using your credit card account or NAB Visa Debit card account.

Below is a more comprehensive list of the types of transactions that may take place through electronic banking channels that you may need to dispute:

  • ATM – NAB or non-NAB.
  • EFTPOS – Transactions that occur via an EFTPOS terminal at a store or merchant.
  • Australia Post – Deposit or withdrawal made using your NAB card at an Australia Post outlet.
  • NAB Internet Banking – A transaction made through the NAB Internet Banking service.
  • NAB Telephone Banking - A transaction made through the NAB Telephone Banking service.
  • BPAY® via NAB Internet Banking – A bill payment made in NAB Internet Banking.
  • BPAY® via NAB Telephone Banking – A bill payment made in NAB Telephone Banking.

BPAY® registered to BPAY Pty Ltd (ABN 69 079 137 518).

If you wish to dispute a transaction (not fraud related), you will need to call through to us on 13 22 65 to lodge a dispute or you can create an electronic transaction dispute through NAB Internet Banking.

You can view the Conditions of Use for Electronic Banking (card based) at nab.com.au, ask for a copy at any branch or call us on 13 22 65 from 8am-7pm Monday-Friday, 9am-6pm on weekends (AEST/AEDT) or from overseas on +61 3 8641 9121.

Or, platinum card holders please call 1300 730 213 (24 hours a day, seven days a week).

For all NAB Business Cards, NAB Qantas Business Card, NAB Business Access Card or Velocity NAB Business American Express® card please call us on 13 10 12 or contact your Business Banker for further clarification.

What happens once the dispute is lodged?

After lodging your dispute, we’ll send you a dispute confirmation letter. This letter will either:

  • ask you to complete, sign and return the information requested to us NAB within five business days.
  • request you to send in documentation to support the dispute (ie. any details you may have as evidence of the transaction, eg. print screen of eBay listing, full description of items if different to what was ordered, or goods/services not received, etc.). The more information you provide us means we can action/complete your request faster, or
  • advise you we have asked the merchant’s bank for documentation and that we will let you know when we have received the information.

For business/corporate card customers letters will be either sent to the administrator or customer - depending on the set up of the business account.

We will request the transaction receipts from the merchant’s bank within seven days of receiving your completed form along with all relevant information and documents.

If the merchant has provided evidence in relation to the disputed transaction/s, we will forward the transaction receipt to you along with a form to complete if you want us to continue to review your query.

If we have all the information required a transaction receipt will not be required, the chargeback will be initiated and a letter will be sent to you advising your account has been credited with the amount of the disputed transaction and your dispute has been actioned. (Note: merchants can reserve the right not to accept the chargeback and further investigation maybe required – you will be advised if this is the case).

In exceptional circumstances, further investigation may be required. If so, we will advise you in writing and will undertake to respond to you again within 45 days.

For credit card accounts only, your account statement will show that the dispute process has been initiated in connection with your disputed transaction. This is a non-monetary value and will display in the debit column of your account statement. (Note: where the dispute relates to fraud, this information is not shown on your account statement).

Throughout the dispute process the following may appear on your account statement:

  • Dispute Item Raised
    This message advises the transaction is being reviewed by the disputes department. The message will continue to appear until the dispute process is completed. While this message appears next to the transaction, you won’t be charged interest on that amount.

  • Dispute Resolution Credit
    This message will be shown when you are refunded an amount. It will appear next to the disputed amount and the credit on your account will remain there unless the merchant is able to prove that the transaction was valid.

  • Dispute Item Resolved
    This message advises the disputed transaction is no longer under review by the disputes department. Note: the above descriptions may not appear where the disputed transaction is an EFT transaction, or is being reviewed by the Fraud Operations Department. You will be advised of the outcome of the investigation in writing no longer than 45 days after receipt of your dispute, including the amount to be reimbursed and or charged (where applicable), and the reason for the decision.

Check the transaction receipt carefully to confirm the dispute query information before you complete the form we have sent you.

Check the following information:

  • Signature
  • Merchant name
  • Other information
  • Delivery address
  • Billing address
  • Product information
  • Sometimes the shop name, from where goods were purchased, is different to the business trading name that appears on your account statement.

If we do not receive the completed form or hear from you within 14 days of the date we send you the transaction receipt and the form, we will assume that the transaction is valid and you do not wish for us to continue with the dispute. In such instance/s, the dispute will be closed in our system.

Your obligations as a cardholder?

Your obligation to let us know about any disputed transactions is described in the terms and conditions applicable to your account:

For personal customers, refer to section 16 of the credit card terms and conditions applicable to your credit card account.

For NAB Business Cards, NAB Qantas Business Card, NAB Business Access Card or Velocity NAB Business American Express® card customers refer to section 12 of the NAB Business Access Facility terms and conditions.

For Visa Debit cardholders, refer to section 25 of the Personal Transaction and Savings Product terms and conditions.

Our ability to dispute a transaction on your behalf (where a chargeback right exists) may be lost if you do not notify us within the required timeframes.

For this reason, it is in your interest to report any disputed transactions immediately and certainly no later than the due date shown on the statement of account.

Where it can be shown that you have unreasonably delayed notifying NAB, you may be liable for the loss on any disputed transaction.

To enable NAB to process and raise your dispute, you need to advise us when you see the transaction appearing on your account statement, and certainly not more than 90 days after it appears.

What if you're not happy with the outcome?

We are here to help, so if you feel the outcome of the disputed transaction investigation is not reasonable, then the next step is to speak to our NAB Resolve team. You can contact the team using the following details:

  1. Call 1800 152 015, 8am–8pm Monday-Friday (AEST/ADST).
  2. Complete our online feedback form by sending us a secure message through your NAB Internet Banking or email us at nabfeedback@nab.com.au.
  3. Write to us at:

    NAB
    Head of NAB Resolve
    Reply Paid 2870
    Melbourne Victoria 8060.

Then if you feel we haven’t resolved your dispute to your satisfaction, you can raise your concern the Financial Ombudsman Service.

To contact the Financial Ombudsman Service, write or call using the following details:

GPO Box 3
Melbourne Victoria, 3001.

Or, call 1300 780 808 from 9am–5pm, Monday-Friday (AEST/ADST).

What is the timeframe for you to resolve my dispute?

We must adhere to timeframes and rules set by Visa, MasterCard® and American Express®, which can take up to 120 days from the date the transaction/s was processed to your account. You need to notify us of any disputed transactions immediately on receipt of your account statement to ensure we are able to exercise these rights on your behalf.

What is NAB’s role in resolving disputes?

We act as the liaison between you and the merchant’s bank and will ask for evidence before a matter can be resolved. This process is subject to the applicable card scheme rules and industry codes of conduct (Electronic Funds Transfer Code of Conduct and the Code of Banking Practice.) It also provides the merchant with the opportunity to prove validity of a transaction before we proceed with the chargeback.

How will I know if my disputed transaction is under investigation?

The following will appear on your account statement:

  • Dispute Item Raised
    This message advises the transaction is being investigated. The message will continue to appear until the dispute is resolved. While this message is shown next to the transaction you won’t be charged interest on that amount.

  • Dispute Resolution Cd or Chargeback Credit Adj
    If you’re refunded an amount, this message will be shown next to the refunded disputed amount.

  • Dispute Item Resolved
    This message advises the disputed transaction is no longer under investigation.

Note: these descriptions may not appear where the disputed transaction is an Electronic Funds Transfer (EFT) transaction or the fraud department is handling your dispute.

Do I pay interest on the transaction under dispute?

No, you are not charged interest on the disputed transaction while it's under investigation, ie. When your account statement shows a dispute item raised for that transaction. Note: this does not apply if the fraud department is handling your dispute. The system calculates refunds when the chargeback is processed and also checks whether any further refund entitlements are processed.

What payments do I need to make to my credit card when a dispute is in progress?

You need to continue to pay your account and your credit card account statement will have the minimum payment amount you are required to pay to meet your credit card obligations. The minimum payment needs to be made by the due date as normal.

If you usually pay the closing balance on your credit card statement in full each month you need to continue to pay this to avoid interest. This balance includes the disputed amount.

How can I cancel a dispute I’ve lodged?

If you recognise the transaction after lodgement of a dispute please call the disputes team on (03) 9208 5435 or 9208 5400 to cancel your dispute. If you have one, please quote your reference number.

What happens if I don’t lodge my dispute within 90 days of the transaction date?

We may not be able to assist you due to the timeframe set in the applicable card scheme rules (Visa, MasterCard and American Express) to resolve disputed transactions. It’s recommended you raise your dispute immediately on receipt of your account statement.

Who can lodge a dispute?

The primary cardholder, additional cardholder or authorised third party may lodge a dispute. However, the primary cardholder will be required to sign the dispute correspondence request sent to them. For commercial cards, the customer or cardholder may lodge the dispute.

Things to remember

  • Always check your monthly account statement as soon as you receive it.
  • If you don’t recognise a transaction, ask yourself the questions listed in ‘How to dispute a credit card, charge card or Visa debit Card’ and call us on 13 22 65.
  • If you come across an unauthorised transaction, please call fraud operations on 13 22 65.
  • For business customers, please call 13 10 12 or contact your Business Banker.
  • Manage your credit card.
  • Hearing impaired customers with telephone typewriters can contact us on 13 36 77.

Chargeback

What is a chargeback?

A ‘chargeback’ is where a customer's bank reverses all, or part, of the amount of the disputed transaction back to a merchant’s bank in accordance with the applicable card scheme rules set by Visa, MasterCard or American Express.

What is the chargeback process?

  1. Customer raises a dispute by contacting us.
  2. We stop calculating interest on the disputed amount.
  3. We send the dispute to the merchant's bank.
  4. The merchant bank refers the dispute to the merchant and they either accept the claim or further investigate under scheme rules.
  5. If the merchant bank accepts the dispute, a credit is posted to the customer’s account.
  6. If the merchant bank does not accept the dispute, further investigation is completed and customer is advised.
  7. Depending on scheme rules the process continues until resolution is complete.

What are the most common chargeback reasons?

  • Unauthorised transaction - contact fraud on 13 22 65
  • Requested item not received
  • Duplicate processing
  • Invalid account number
  • Transaction exceed floor limit
  • Sales voucher not imprinted with card
  • Invalid transaction
  • Merchandise not received by purchaser
  • Credit voucher not processed
  • Posting direct debits.

We're ready to help you

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