What is a dispute?
A dispute is when a cardholder queries a transaction which appears on their online transaction listing, transaction receipt or their NAB Traveller Card statement. For example, where you do not recognise the transaction or you believe it may have been duplicated at the point of sale.
We as the card issuer must adhere to the MasterCard® scheme operating rules for resolution of a disputed transaction. This dispute resolution process outlines the circumstances in which we can dispute a transaction and claim a refund on your behalf. This is referred to as a chargeback right. A chargeback is where we reverse all or part of a transaction amount you have disputed, back to the merchant’s bank in accordance with those scheme rules.
Before contacting us, ask yourself these questions. These could help you recognise the transaction:
- Are you viewing transaction details using online transaction listing and NAB Traveller Card statement 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 NAB Traveller Card 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 online transaction listing or NAB Traveller Card statement?
MasterCard® and the MasterCard® brand mark are registered trademarks of MasterCard International Incorporated.
Understanding scheme rules
The MasterCard scheme rules 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 card services immediately when you identify the disputed transaction, whether in your online transaction listing, transaction receipt or your NAB Traveller Card statement.
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 MasterCard scheme operating rules and industry codes of conduct (ePayments Code 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.
Your obligations as a cardholder
Your obligation to let us know about any disputed transactions is described in clause 13 of the terms and conditions included in the NAB Traveller Card Product Disclosure Statement (PDF, 326KB).
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 75 days after the transaction date on your receipt, the posting date shown on your online transaction listing or on your NAB Traveller Card statements. It is recommended that you check your transaction listing regularly online and on statements.
Where it can be shown that you have unreasonably delayed notifying NAB, you may be liable for the loss on any disputed transaction.
How to lodge your dispute
To dispute a transaction complete the NAB Traveller Card Dispute Claim Form (PDF, 27KB) and fax it to (02) 8244 8336 or email the completed form to firstname.lastname@example.org.
What happens if you don’t lodge your dispute within 75 days of the transaction date?
We may not be able to assist you because of the timeframes set out in the MasterCard scheme operating rules applicable to the resolution of a disputed transaction.
It is recommended that you check your online transaction listing and the balance of the currencies loaded on your card at least once a month.
Who can lodge a dispute?
Only the NAB Traveller Card cardholder may lodge a dispute. The cardholder will be required to sign the dispute claim form.
What is the NAB Traveller Card chargeback process?
1. Cardholder raises a dispute – contacts card services by completing a NAB Traveller Card Dispute Claim Form (PDF, 27KB) and faxing to (02) 2844 8336 or emailing the completed form to email@example.com.
2. The value of the disputed transaction will be withheld against your card balance until the dispute is resolved.
3. Card services sends the dispute to the merchant bank.
4. Merchant bank refers the dispute to the merchant – 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 for the same amount as the original purchase.
6. If the merchant bank does not accept – further investigation is completed – customer is advised.
7. Depending on scheme rules the process continues until resolution is complete.
After lodging your dispute, we may request you to send in documentation to support the dispute (ie. any details you may have as evidence of the transaction, 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.
If we do not receive the completed Dispute Claim Form or hear from you within 30 days of the date you have raised a dispute, we will assume that you no longer wish to proceed with the dispute and your case will be closed.
What is the timeframe for us to resolve your dispute?
When you have notified NAB of the disputed transaction within the required time frame, we have obligations under the MasterCard scheme operating rules. We have 120 days from the transaction date to initiate the chargeback.
How can you cancel a dispute that you’ve lodged?
If you recognise the transaction after lodgement of a dispute please call cards services on 1300 780 808 or email firstname.lastname@example.org to cancel your dispute.
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 contact card services. You can contact the team using the following details:
For general enquires, 24 hours, seven days a week:
1. Call 1800 098 231; outside Australia please refer to page 38 of the NAB Traveller Card Product Disclosure Statement.
2. Email email@example.com.
3. Or, write to:
NAB Traveller Card
PO Box 1653
North Sydney NSW 2060.
Then if you feel we haven’t resolved your dispute to your satisfaction, you can raise your concern with the Financial Ombudsman Service.
To contact the Financial Ombudsman Service, write or telephone:
GPO Box 3
Melbourne Victoria, 3001
Or call 1300 780 808, 9am-5pm Monday-Friday (AEST/ADST).
Things to remember
- Always check your online transaction history and the balance of the currencies loaded on your card at least once a month and check your NAB Traveller Card statement when you receive it.
- If you don’t recognise a transaction after asking yourself the questions we have suggested in 'What is a dispute?' please call card services immediately.
- NAB Traveller Card.