Frequently Asked Questions

Transaction Disputes.

If you are unsure about a transaction or need to lodge a dispute, we’re here to help. Learn more about common transaction issues and how to get in touch if you need us.

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Disputing a Visa Charge?

We know your time is valuable which is why we've made it quick and simple to lodge a dispute — either in person, over the phone, or online.

How to dispute a transaction.

Review the charge and confirm it can be disputed
Collect relevant information and evidence to support your case
Give us a call on 13 25 85, visit your local branch, or send us a Secure Message within your Beyond Bank App or Internet Banking
We’ll review your dispute and keep you updated. We will contact you by email or post with the outcome and apply a credit for successful disputes within 30 business days.

How to spot a disputable charge.

Unfamiliar transactions.
The best way to identify an unfamiliar transaction is to search online for the merchant details that you can see in Internet Banking or Mobile Banking
A transaction is pending or still processing.
Some transactions may appear as pending or the charges are still processing. This can delay the charges showing properly within Internet Banking. This typically takes 3-5 days however on some occasions, it can take up to 10 business days
Refunds or exchanges.
For any items you have purchased and decided to refund or exchange, please contact your merchant immediately as we are unable to assist directly with merchants
Subscriptions or memberships.
For any ongoing payments such as gym memberships or software subscriptions, your first step is contacting the merchant directly as soon as possible. For example, PayPal, Uber, Apple or Afterpay.

How to raise a dispute with us.

Log into Internet Banking or your Mobile Banking App to ensure you have the following details of your disputed transaction:
- the date of the transaction
- the transaction amount
- the merchant or business name.
Gather all supporting documents:
- receipts or proof of purchase
- invoices
- any communication emails, SMS or calls with the merchant
- images of goods or services
- any additional evidence to support your dispute.
Contact us.
- Provide the details of your disputed transaction to our team. You can do this by calling us on 13 25 85 (option 4), visiting a branch, or by sending us a Secure Message in Internet or Mobile Banking.

I’ve raised a dispute. What happens now?

We will begin to investigate your transaction dispute claim.
We’ll notify you as soon as our investigation has started via Secure Message or post. Our dedicated dispute team may contact you for more information.
Careful consideration of your dispute.
We review all disputes in full and aim to resolve them as quickly as possible. Depending on the complexity and nature of the dispute, and volume of disputes received the timeframe can vary and can take up to 30 business days in some cases.
We will contact you via email or post with the outcome.
Once we have completed our investigation, we will be in touch with you directly via email or post with the outcome.

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Common dispute issues and how to resolve them.

I am concerned I might be victim of a scam.

You have received suspicious contact by phone, text message, or email.

Lock your card using the Mobile Banking app
Go to our scam support page to learn more about scams and how to protect yourself
If you have provided any information or have any concerns, call us on 13 25 85.

Visit our security hub

If I have not received any goods or services.

See communication from the merchant for delivery details or a delivery estimate
Allow 14 days from the expected delivery date for any delays in the delivery arriving
Contact the merchant by email or phone to request a trace or redelivery

If you are unable to resolve this with the merchant and it has not arrived after the 14 days from the estimated delivery date, please get in touch by phone at 13 25 85, or by messaging us in internet or mobile banking.

I was meant to receive a refund.

If you were expecting a refund on a transaction but it has not arrived within the estimated time provided by the merchant.

Contact the merchant to follow up on the transaction refund
Confirm with them if it has been processed or when it should be processed
Clarify the expected timeframe for the refund to be received and when it was originally processed.

Refunds provided on card transactions may at times take up to 10 business days to arrive from the date processed by the merchant. If it has been more than 10 business days from the process date provided by the merchant and you have been unable to resolve it with them directly, please get in touch by phone at 13 25 85, or by messaging us in internet or mobile banking.

I received something different to what I ordered.

If you have received a delivery but the item(s) received are not the same as what you ordered or listed on your order confirmation.

Contact the merchant to let them know about the issue
Work with the merchant on a resolution such as a replacement or a refund
Keep evidence of what was received such as photos, screenshots of the originally ordered product and details of any return mail sent back to the merchant in case it is needed later.

If you have worked with the merchant and unable to come to a suitable resolution, please get in touch by phone at 13 25 85, or by messaging us in internet or mobile banking. We will be happy to look at options available for us to support you through a transaction dispute. Evidence such as screenshots, photos and invoices will help support us with trying to recover funds for you.

I received a charge after cancelling a subscription.

If you have had an ongoing payment, such as a subscription or membership, and have received a debit after cancelling the service with the merchant.

Contact the merchant to let them know about the issue
Work with the merchant on a resolution such as a refund
Ask them to confirm in writing that the service has been cancelled and the cancellation date.

If you have worked with the merchant and unable to come to a suitable resolution, please get in touch by phone at 13 25 85, or by messaging us in internet or mobile banking. Evidence such as cancellation confirmations will help support us with trying to recover funds for you.

I already paid but the merchant cannot see.

If you’ve made a payment, but the merchant has advised they have no record of transaction.

Check your account in internet or mobile banking for details of the payment
For card transactions, check the transaction isn’t showing as pending
If the payment is showing as processed in internet or mobile banking take a screenshot of the transaction
Contact the merchant with the details of the transaction and provide the screenshot if required.

Please note that card payments may show as pending for up to 5 business days. Payments via BPAY, direct debit or bank transfer may take 2-5 business days to be received by the merchant.

If you have worked with the merchant and they are still advising they are unable to identify the payment, please get in touch by phone at 13 25 85, or by messaging us in internet or mobile banking.

I have a transaction that I did not approve.

If you find a transaction in your account that you do not recognise, we recommend that you search the business name online.

Some businesses may have a trading name different from the business name (for example ‘Smith’s Bakery’ may be the trading name for ‘Smith Family Trust’).

If you are still unable to recognise the merchant:

lock your card using Internet Banking or the Mobile Banking app
get in touch with us by phone on 13 25 85, message us in the app or visit us in a branch.

Visit our security hub.

Protect your personal and financial information.

There are some simple steps you can take to help protect yourself and your loved ones online.

Learn more

What do I do if my card is lost or stolen?

Steps to lock your card on the go through our mobile app.

Learn more

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Please read this important information.



	For any transaction disputes that are found to be fraudulent, there will be a $25 fee incurred, per transaction you have disputed. See Product Guide and Fees and Charges Guide for more details.