How to query a transaction

Your rights and responsibilities

If a transaction isn’t quite right…

With millions of credit and debit card transactions made eachday, 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:

the transaction wasn’t authorised;
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, NAB can investigate the transaction on your behalf. We’ll resolve your query as quickly as possible and, if applicable, refund the disputed amount.^*

What is a ‘dispute’?

Each card scheme (Visa, MasterCard^® and American Express^®) has its own dispute resolution process. This process outlines the circumstances and timeframes during which NAB can dispute a transaction and claim a refund on your behalf. This is referred to as a ‘chargeback’ or ‘chargeback right’. These rules are part of your terms and conditions.

Help us to help you

These scheme rules 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 as soon as possible. Disputed transactions may take between 30 days and 180 days to resolve.

^* Please note, when a dispute is withdrawn or where dispute is resolved in favour of the merchant (this may occur when evidence is provided by the merchant, which shows the transaction was correct and authorised), a Disputed Transaction Advice Fee may apply. This fee is currently $5.00 as at 30 August 2008 and is subject to change.

^® 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 dispute a credit card or Visa Debit card purchase

Before contacting NAB, please ask yourself these questions:

For NAB Internet Banking, NAB Connect and NAB Telephone Banking customers, has the transaction appeared on your statement yet?
Some merchants register a different name on your statement or use their head office as a location. Do you recognise the debit amount?
Can you match up your receipts with the transaction amount?
For personal customers, could the transaction have been made by the additional cardholder or an authorised third party?
Have you dealt with this merchant before?
Check whether the transaction is a direct debit that you or an additional cardholder arranged with the merchant. If so, this authorisation needs to be cancelled with the merchant in writing and you should keep a copy of that letter for your records.

If you still don’t recognise the transaction or believe it wasn’t authorised, please call us on one of these numbers and we’ll look into it for you.

All personal customers; and all Velocity Business American Express^® Card customers 13 66 22

All Business, Business Access or Corporate Card customers 13 10 12

We’re open Monday to Friday, 8am to 8pm EST. Remember to have your NAB ID (which is printed on the back of your card) and password handy when you call.

Or, simply print and complete a ‘Credit Card/Visa Debit card Purchases Disputed Transaction Advice’ form from nab.com.au and send or fax it back to us.

How to dispute other types of transactions

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

ATM/ADM
EFTPOS transactions
phone or internet purchases using your credit card account or NAB Visa Debit card account

For details, please check the relevant Product Disclosure Statement or terms and conditions at nab.com.au, or ask for a copy at any NAB branch.

What happens after you lodge your dispute?

After lodging your dispute, we’ll send you a dispute confirmation letter which you may need to complete, sign and return to us.

The following may then appear on your 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 label is shown next to the transaction you won’t be charged interest on that amount.

‘DISPUTE RESOLUTION CREDIT’

If you’re refunded, this label will be shown next to the disputed amount and stay 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 investigation.

Note: These descriptions may not appear where the disputed transaction is an EFT transaction.

What if you’re not happy with the outcome?

We’re here to help, so if you feel that the outcome of the investigation isn’t reasonable, then the next step is to speak to our Customer Resolutions team. You can either:

Call the team on 1800 152 015 8am – 7pm, Monday to Friday (Melbourne time).
Send a form online:
Complete our online feedback form, send us a secure
message through your NAB Internet Banking, or email
us at feedback@nab.com.au.
Write to us at:
National Australia Bank
Head of Customer Resolutions
Reply Paid 2870
Melbourne, Victoria, 8060

Then, if you still feel your issue hasn’t been resolved to your satisfaction, you can raise your concern with the Financial Ombudsman Service.

Things to remember

Always check your account statement as soon as you receive it.
If you don’t recognise a transaction, ask yourself the questions listed in the section ‘How to dispute a credit card or Visa Debit card purchase’.
If you come across an unauthorised transaction or if you would like to query a transaction, call us straight away.

We’re here to help, so call us: Personal customers 13 66 22

Business customers 13 10 12 For more information, visit nab.com.au/managemycard

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