Transaction dispute frequently asked questions

Overview

Usually we can only assist you with requesting a chargeback after you have attempted to get a refund from the merchant and were unsuccessful. If you believe an error or unauthorised transaction has occurred please notify us straight away. You should lodge your dispute within 45 days of the transaction date recorded on your statement, and no later than 90 days. We may not be able to assist you with transactions more than 90 days after the transaction date due to the timeframe set by the applicable scheme rules.

Please ensure that you provide the necessary information for a chargeback request within these time frames, otherwise, it may limit our ability to pursue chargeback rights on your behalf. As a result, you may be liable for the transaction.

What type of transactions can I dispute?

Any errors or omissions appearing on your statement can be investigated. These include:

• Transactions you believe are incorrect
• Transactions you believe you did not authorise
• Transactions you suspect may be fraudulent
• Duplicated transactions
• ATMs that dispensed an incorrect amount
• Refunded goods or services that have not been credited correctly
• Reoccurring debits and regular repayments that have continued to occur after cancellation of authority

We may not be able to assist you with the following disputes

You will need to contact the store/merchant/biller to resolve the issue.

• Quality of service by merchants
• Contract related disputes
• Instances of buyer's remorse
• Transactions that relate to a special promotion
• Billing disputes (BPAY transactions) - except where a BPAY payment is an unauthorised payment, a fraudulent payment or a mistaken payment, BPAY payments are irrevocable.
  

If you have any queries or require further information on lodging a dispute, please contact us on 13 30 30 (International callers: +61 2 9761 9912).

How do I dispute a transaction?

If you don't recognise a transaction or believe it was unauthorised, contact the business/retailer to try and clarify or resolve your issue. If the merchant is unknown, unable to be contacted, or if you cannot come to an agreement within a few days, you should contact us via phone immediately.

If you have an ATM or eftpos related dispute, our Customer Service Officers will be able to assist you with raising your dispute over the phone. If you have a Visa debit transaction dispute, you cannot raise it over the phone and must complete a Customer Investigation Request form and return it along with all required supporting documentation outlined in the form.

What documentation do I need to provide to lodge a dispute investigation?

To enable your query to be actioned as quickly as possible, please ensure that you provide all relevant information and documents when raising your query.

What is the dispute process?

1. We will request the transaction receipts from the merchant's bank within 7 days of receiving your completed form along with all relevant information and documents.
2. We will forward any documentation once the merchant provides evidence in relation to the disputed transaction/s.
3. We will then contact you to advise you we have asked the merchant's bank for documentation.
   
4. If it's found that errors were made with your transaction, we will make the appropriate adjustments to your account.
   
5. When we advise you of the outcome, we will notify you of the reasons for our decision with reference to any evidence, applicable section in the terms and conditions, and the ePayments Code or card scheme rules.
   

How long will it take to resolve my dispute?

We will investigate and attempt to resolve your dispute as soon as possible, but in any event, within 21 days for disputes relating to AMP Bank Access Card transactions, and 35 days for AMP Visa Debit Card transactions. If further time is required to complete the investigation, we will advise you in writing and provide a likely resolution date.

In exceptional circumstances where the investigation cannot be completed within 45 days of the lodgement date, we will inform you of the reasons for the delay and provide monthly updates on the progress of the investigation, except when we are waiting for a response we require from you.

How much does it cost to dispute a transaction?

We do not charge you for lodging a dispute.

Who do I return my completed Customer Investigation Request form to?

If you have an ATM or eftpos dispute, you are not required to complete a form and may lodge it over the phone by providing details to one of our Customer Service Officers. Contact us on 13 30 30 or +61 2 9761 9912 if you're calling from outside of Australia. 

If you are required to return a form, you can fax it to (02) 8843 8381, or mail to AMP Bank, Card Transaction Disputes, Locked Bag 5059, PARRAMATTA NSW 2124