The process at a glance

Here's a snapshot of the transaction dispute process and how it works. It’s important to check all the details of your transaction on Internet Banking or the NAB app before lodging a dispute. If you are sure the transaction is an error, you can submit a transaction dispute form online.

  • See if you can resolve it or who can help if not
  • Check transaction has been processed by the merchant
  • Check the Merchant name in the NAB app or Internet Banking
  • Submit a dispute
  • We'll work to resolve the dispute and keep up to date

Who can help?

Is there a transaction on your credit or debit card statement you don’t think you made? We’re happy to help you find and dispute payments, but it may be quicker for you to help yourself.

If you’re disputing a transaction that relates to travel cancellations due to Coronavirus (COVID-19) see our COVID-19 credit card support page for more information.

  • Help identify transactions you don’t recognise.
  • Dispute payments where your purchase didn’t arrive and you can’t get a response from the merchant.
  • Dispute payments where the purchase differed from its description.
  • Cancel and dispute direct debits you thought you’d cancelled.
  • Dispute payments where the payment taken differed from the agreed amount (e.g. you’ve been charged $1000 instead of $100).
  • Review and dispute duplicated transactions.
  • Dispute payments where the goods delivered were defective or damaged.

To dispute NAB Traveller Card Payments, ATM deposits, internet banking payments, lost or stolen cards, read how to dispute other transaction types.

Before you dispute a transaction

Before you lodge a transaction dispute with us, please make sure the transaction has been processed by the merchant.

It takes 3 business days for a transaction to clear. We can only investigate a transaction once it’s been processed.

Here are a few things to do before you contact us to dispute a transaction.

Check with your secondary cardholder

If you have an additional cardholder, check if they recognise the transaction.

Talk to the individual or organisation the money went to

Organisations like Apple, Google, PayPal and many others have their own payment dispute processes. Contacting the individual or organisation the money went to is usually the fastest way to resolve a transaction dispute.

Make sure there really is a transaction to dispute

Have you visited a hotel recently? When you visit a hotel or put a security deposit on a purchase, the amount can affect your account balance even though you haven’t made an actual payment.

This is called a purchase authorisation. The hotel or retailer you gave the security deposit to can hold your deposit for up to 10 days.

When you check out of the hotel or complete the purchase, the hotel or retailer should release the security deposit funds back into your account.

How to check transaction details

You can check transaction details quickly and easily using the NAB app or NAB Internet Banking.

Check transaction details using the NAB app

  1. Login to the NAB app.
  2. Select the account you used for the transaction.
  3. Scroll until you find the transaction you’re looking for and tap on the arrow to view Merchant Details.

View more details about the merchant

Some merchants use a trading name that differs from their business, company or brand name.

The NAB app has a feature called Enhanced Transaction Details that lets you view more information about the merchant when you tap on the transaction.

You can view the merchant’s:

  • name
  • address
  • website
  • map location

If you still don’t recognise the transaction after following these steps, select the Something’s not right button to submit a dispute.

Using NAB Internet Banking

You can easily check details for any transaction type but you can get extra details for credit card and Pay to Pay ID transfers using internet banking. For other transaction types you may need to follow the How to dispute a transaction instructions below.

How to check with NAB Internet Banking

  1. Login to NAB Internet Banking.
  2. Select the account you used for the transaction.
  3. Scroll until you find the transaction you’re looking for
  4. Click on the arrow to reveal more information about the transaction.
  5. Still don’t recognise the merchant? Select the Something’s not right button for more information.
  6. To submit a dispute through internet banking select Create a secure message and click the link to the dispute form.

How to dispute a transaction

If you’ve tried all these suggestions with no luck, you can ask us to dispute the transaction. You can submit up to nine transactions at a time using the form below.

  • Credit card payments
  • ATM withdrawals
  • EFT transactions
  • Funds transfers
  • BPAY

Submit a transaction dispute

When to call us

Sometimes it’s quicker to call us:

  • if you need to dispute 10 or more transactions
  • if you suspect the transaction is fraudulent
  • if you need your funds returned quickly, to discuss your options

When to use the NAB app

You can also raise credit card transaction disputes from your phone, through the NAB app. The transaction details and your information will be pre-populated within the online transaction dispute form.

The credit card dispute process

Keep making payments

While your credit card transaction is in dispute you need to keeping paying at least the minimum amount on your credit card statements.

If you usually pay the closing balance on your credit card statement each month, continue to pay this to avoid interest. The closing balance will include the disputed amount. Interest does not accrue on the disputed amounts from the date the dispute is lodged while it's being investigated (including the international transaction fees if it applies).

Provide more information if needed

If we ask you for more information or documents or to sign a letter or some forms in connection with the dispute, please help us out as soon as you can.

We'll respond to you

We’ll send you a letter to confirm the details of the transaction you’re disputing. Please check the details, sign the letter and send it back to us within five working days.

We may also ask you for more information or documents to support your dispute, for example the eBay description of an item that’s different from the one you received or transaction receipts from the merchant.

We'll contact the merchant’s bank

Once we have all the details of your dispute, we’ll ask the merchant’s bank for a copy of any receipt for your disputed transaction.

When the merchant has a receipt.

If the merchant’s bank sends us a receipt for the disputed transaction, we’ll send you a copy. We need you to check the details on the receipt:

  • Signature
  • Merchant name – remember that the shop name, where you bought the goods, can differ from the business trading name on your account statement
  • Delivery address
  • Billing address
  • Product information

If you still don’t recognise the transaction and want to continue the dispute please fill out and return the form we have enclosed with the receipt.

If we don’t receive the completed form, or hear from you, within 14 days of the date we sent you the receipt and the form, we’ll assume you don’t want to continue with the dispute because you have accepted the transaction. We’ll also close the dispute in our system.

If we don't receive a receipt.

If we need to investigate further because we don’t have all the necessary information, we’ll write to you to let you know. We’ll try to respond to your transaction dispute request within 45 days.

We’ll let you know the outcome

We’ll advise you 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.

Notes on your credit card statement

This explains some of the notes you may see on your statement when you’ve disputed a transaction. But, these notes may not appear where the disputed transaction is an EFT transaction, or is being reviewed by our Fraud Operations Department.

Dispute item raised

This means we are reviewing the transaction and will 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 means we have refunded the transaction and will appear next to the disputed amount. The credit on your account will remain unless the merchant can prove the transaction was valid.

Dispute item resolved

This means we have finished reviewing the transaction and the reversal has been completed for the disputed amount. But behind the scenes we keep working with the merchant confirming the transaction. If the merchant is able to prove the transaction is valid, we may re-debit your account.

Different types of dispute processes

BPAY disputes

We'll submit your request to the company you’ve paid, which may take up to 21 days to resolve your dispute.

Funds transfer dispute process

If you disputed a funds transfer using NAB Internet Banking or the NAB app, we'll submit your request to the relevant financial institution to try and recover your funds. It may take up to 45 days to resolve your dispute.

ATM withdrawal dispute process

We'll submit your request to the relevant financial institution and will endeavour to resolve your dispute within 45 days.

EFTPOS dispute process

We'll submit your request to the merchant that you’ve paid, which may take up to 45 days to resolve your dispute.

How to dispute other transaction types

Purchasing and Corporate cards

For Purchasing and Corporate card customers, you'll need to complete and sign the Disputed Transaction Advice Form (PDF, 278KB) and email it to:

NAB Traveller Card dispute

Read how to dispute a NAB Traveller Card transaction.

ATM deposit

Please call us to help resolve this issue.

Internet banking payment

If you have mistakenly made a payment to your own account and need the transaction reversed, call us.

If you know the recipient, it’s quicker and easier to contact them directly to ask them to return your payment.

Australian Tax Office

Please contact the ATO directly to resolve your issue on:

Lost or stolen cards

If you think transactions were made on your card without your consent, call us.

Call us

Within Australia 1300 730 213

Overseas +61 3 9322 6625

24 hours a day, 7 days a week

How to cancel a transaction dispute

You can cancel a dispute after you’ve submitted our Transaction Dispute Form. If you recognise a transaction you’ve disputed, simply call our Disputes team to cancel your dispute.

Please quote your dispute reference number, if you have it.

Disputes Team +61 3 9208 2142

Mon - Fri 8.30am - 5pm (AEST/AEDT)

Not happy with the dispute outcome?

If you feel the outcome of a dispute you lodged is unfair or unreasonable, this is what you can do.

Contact us

  • Call our NAB Resolve team on 1800 152 015 Mon-Fri 8am - 7pm (AEST/AEDT)
  • Send us a secure message through Internet banking
  • Email us at nabfeedback@nab.com.au
  • Write to us at: Head of NAB Resolve Reply Paid 2870 Melbourne Victoria 8060

Lodge a complaint

If your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA is an external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. AFCA provides fair and independent financial services complaint resolution that's free to consumers.

You can contact AFCA:

Want to know more?

You can find out more about transaction dispute timelines and your obligations as a cardholder in the terms and conditions for your card type or account:

Card type More information
Personal credit card customers More information Clause 16 of the NAB Credit Card terms and conditions (PDF, 364KB)

Clause 7 of the NAB Electronic Banking (card based) terms and conditions (PDF, 300KB)

Business credit card customers More information Section 12 of the NAB Commercial Card Facility Business Product terms and conditions including clause 7 of the NAB Electronic Banking (card based) terms and conditions (PDF, 300KB)
Visa debit card holder More information Part C and D of the Personal Transaction and Savings Product terms and conditions

Important information

NAB recommends you consider the Internet Banking terms and conditions document, before making any decisions regarding this product. This product is issued by National Australia Bank Limited. The NAB Mobile Banking app is compatible with AndroidTM OS 5.1 and above, and iOS 10.3 or later. Android is a trademark of Google LLC.

Apple is a trademark of Apple Inc., registered in the U.S and other countries.

Google is a registered trademark of Google LLC. © 2012 Google LLC.

® Registered to BPAY Pty Ltd ABN 69 079 137 518

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