Visa Debit card transaction disputes

What Visa Debit card transactions can I dispute?

When you have authorised another person or company (merchant) to transact on an AMP Visa Debit card by providing your 16 digit card number, or used your card to make a point of sale purchase, you may be able to dispute a transaction. For example, you may be able to dispute a transaction where the merchant has not provided you with the goods and services. You may also dispute transactions made at an ATM.

Ensure that you keep all receipts and transaction records received from merchants, financial institutions and electronic equipment, and check the details and entries on each account statement for accuracy as soon as you receive it. If you have a complaint about goods or services charged to your card, you need to take up the complaint directly with the merchant first.

If you find a transaction on your account statement that you don't recognise, or believe has not been authorised, this may be a result of a number of things. Please go through the following steps before contacting AMP Bank. These may help you recognise the transaction or determine if the transaction is not valid.

Check your receipts & statements

What if I don't recognise the name of a merchant?

Some merchants use different trading names and location from what appears on your statement. This is especially prevalent for online merchants. Can you match up your receipts with the transaction amount on your statement? Do a quick internet search and contact the company to verify the trading name before lodging a transaction query.

What if the transaction date on my statement is different from the date on my receipt?

There can be a day (often up to 7 days) between when you made the purchase and when it was charged to your account.

What if the amount charged on my statement is different from the amount on my receipt?

This usually happens when the purchase was made overseas, or with a merchant that is located overseas. Check that the amount was not changed as a result of the currency exchange rate on an international transaction. Many taxi companies and other service companies also charge an additional surcharge for card purchases and the amount for the surcharge will appear on your statement and not your receipt. Please contact the merchant to clarify the transaction.

What if the goods or services I've paid for have not been received or rendered?

Double check the expected delivery date, as you are unable to initiate a transaction dispute if this date has not yet passed. If you purchased goods from overseas, consider whether the goods could have been confiscated by Australian Customs. Refer to the Australian Customs website for more information.

What if I don't remember a transaction?

Check your diary for any prompts of what the transaction could be. If your account is shared with an additional cardholder, check with them that they haven't made the purchase.

When should I contact the merchant directly?

We will always work quickly to resolve your dispute transactions, however the dispute process involves AMP Bank working with you, the business or retailer where the transaction occurred, and their bank. As a result, the turnaround time can vary.

You should contact the merchant directly to discuss your queries first. The merchant may be able to resolve your queries, including:

If the product was defective or not as described once you received it
Regular payments are still being charged after cancelling it with the merchant
You received a refund from the merchant however this has not been processed to your account
A purchase has been duplicated or the amount charged on your statement is different to your receipt
You did not receive the goods/services that you purchased
You paid by other means (cash, cheque, or alternate card)

What if the merchant cannot assist with my query?

If you have contacted the merchant and still cannot identify one or more transactions on your account, please call us immediately so we can investigate the issue. If required, your card/account will be blocked to prevent further unauthorised transactions from occurring.

For ATM and eftpos transactions (when you push either the 'cheque' or 'savings' buttons), customers are able to lodge their dispute by providing their details to a Customer Service Officer over the phone. Alternatively, please print and complete a Customer Investigation Request form which can be downloaded from amp.com.au/bankforms and either fax or post it back to AMP Bank with the required documents and any other relevant information.

For Visa transactions (when you push the 'credit' button, purchase online, over the phone or through Contactless methods), customers must print and complete a Customer Investigation Request form which can be downloaded from amp.com.au/bankforms and either fax or post it back to AMP Bank with the required documents and any other relevant information. Customers are unable to lodge the dispute over the phone. 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, as outlined on the Customer Investigation Request

Lodgement

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

Duplicate billing

A copy of the sales receipt and any other applicable documentation that will assist with your claim.

Incorrect amount charged

A copy of the sales receipt and any other applicable documentation that will assist with your claim.

Non-receipt of goods/services not rendered

Documents or receipts showing the expected delivery date
Documents proving that the services will not be rendered e.g. notice from merchant's liquidator, media coverage of bankruptcy
The date you tried to contact the merchant/liquidator and any written notice received

Refund/credit not processed

A copy of any document(s) that proves that the merchant received the returned merchandise e.g. credit transaction receipt issued by merchant, registered mail receipt, courier invoice signed by the merchant upon receipt of goods

Cancelled membership/subscription

The date that you attempted to cancel the authority.
A copy of your instructions to the merchant to cancel the authority. This may be a letter, fax or email.
The date you tried to contact the merchant to try and resolve the issue.
Note that a refund can only be requested if your account has been debited 15 calendar days the cancellation date.

ATM transaction not completed

A copy of the ATM receipt (if available)
Exact location, time of withdrawal and type (e.g. Westpac, Commonwealth)

Paid by other means

Proof of payment by other means. This may be a cash receipt, cardholder copy of 'other' credit/charge card transaction receipt.

What is the dispute process?

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.
We will forward any documentation once the merchant provides evidence in relation to the disputed transaction/s.
We will then contact you to advise you we have asked the merchant's bank for documentation.
If it's found that errors were made with your transaction, we will make the appropriate adjustments to your account.
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

Our commitment

What are the Bank's obligations in relation to the ePayments Code?

AMP Bank adheres to the ePayments Code which outlines the circumstances and timeframes during which AMP Bank can dispute a transaction and claim a refund on your behalf.We are committed to:Claiming a chargeback right where one exists and the cardholder has disputed the transaction within the given time frame.Claiming the chargeback for the most appropriate reason.Not accepting a refusal of a chargeback by a merchant's financial institution unless it is consistent with the Visa Scheme rules.

What can I do if I'm not satisfied with the resolution?

We expect that our procedures will provide a fair resolution to your dispute. If however, the dispute is not found in your favour and you are not satisfied with the final decision, we will inform you of the next steps and advise you how to escalate the matter.

The Australian Financial Complaints Authority (AFCA) is an external dispute resolution body which provides fair and independent financial services complaint resolution that is free to consumers. AFCA can only help you once your issue has been reviewed through AMP’s internal dispute resolution process. Their contact details are:

Australian Financial Complaints Authority, GPO Box 3, MELBOURNE VIC 3001, Australia

Phone: 1800 931 678

Email: info@afca.org.au

Online: afca.org.au

What you need to know

The product issuer and credit provider is AMP Bank Limited ABN 15 081 596 009, AFSL and Australian credit licence 234517.

It’s important to consider your circumstances and read the relevant Product Disclosure Statement or Terms and Conditions before deciding what’s right for you. This information hasn’t taken your circumstances into account. Information including interest rates is subject to change without notice.

Any application is subject to AMP Bank’s approval. Terms and conditions apply and are available at amp.com.au/bankterms or 13 30 30. Fees and charges may be payable. Full details are available in the Fees and charges guide.

This information is provided by AMP Bank Limited. Read our Financial Services Guide available at amp.com.au/fsg for information about our services, including the fees and other benefits that AMP companies and their representatives may receive in relation to products and services provided to you. All information on this website is subject to change without notice.

AMP Bank is a member of the Australian Banking Association (ABA) and is committed to the standards in the Banking Code of Practice.

A target market determination for these products is available on our TMD page.