Querying credit card charges you don't recognise

Got a credit card transaction you don't recognise?

With millions of credit and debit card transactions made each day, occasionally things don't go as planned. For example, you may not recognise a transaction or you may feel a transaction is incorrect.

This could be because:

  • one transaction was charged twice;
  • the wrong amount was debited or credited; or
  • you were charged for an item you bought online or over the phone but didn't receive.

If this happens, we can investigate the transaction on your behalf, we call this disputing a transaction. We'll resolve your query as quickly as possible and, if applicable, refund the disputed amount.

If you believe the transaction was not authorised then you should contact us on 13 22 65.

For ATM/EFTPOS disputes, refer to How to dispute other types of transactions.

Read the full details in the frequently asked questions about fraudulent activity.

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 schemes 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: a 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.

Before you dispute a transaction

Before you dispute a transaction, there are some things you should check:

  • Are you looking at a "Purchase authorisation" in your NAB Internet Banking or Telephone Banking transaction history?
    This transaction is still processing, so it’s too early to begin a dispute. Keep monitoring your account, until a description appears.
  • Did someone with a card of their own go shopping without you?
    Check with everyone who can access the account any additional cardholder or people that are authorised to use your card details. They could have made the transaction.
  • Does the shop or merchant have unfamiliar details on your statement?
    Sometimes it's hard to recognise businesses from their banking information (it might be a business name or head office location, for example).
  • Is this a store or merchant you've shopped with before?
    The transaction might be a direct debit that they're authorised to make. Have you double-checked the amount against all your receipts, just in case?

How to dispute a transaction

To find out how to dispute a transaction, go to our Transaction Disputes page.

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