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.
When to contact us
- 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.
When to contact the merchant
- Dispute a bill from a supplier or merchant.
- Dispute a contract.
- Negotiate a refund or exchange due to changing your mind.
- Question the quality of a downloaded application.
- Dispute an Australian Tax Office issue by contacting them directly on 13 28 61 for individuals or 13 28 66 for businesses.
How soon should you lodge a dispute?
You'll need to lodge your dispute within the following time frames:
- Visa debit card disputes - As soon as possible.
- Credit card disputes - As soon as possible.
- Deposit and transaction accounts – As soon as you’re aware of an issue in your banking, let us know as soon as possible. Any delays can impact our ability to help you out (you have up to seven years from the date of transaction to dispute it).