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.