Timeframes for resolving disputes about card transactions are dependent upon the Scheme rules (Visa and EFTPOS manage disputes in different ways), but most are resolved within 35 days. If you think your account may be at risk, please dispute your transaction in the ANZ App where we can help secure your account by cancelling your card and issuing you a new one. Sometimes, you may not immediately recognise a transaction on your account or card.
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For circumstances where you believe there has been an unauthorised transaction, you should raise a dispute in the ANZ App. Yes, continue to make your Minimum Monthly Payments on your credit card statement while your dispute is being investigated. If your disputed transaction is not resolved in your favour (i.e. confirmed as a legitimate transaction), interest will be payable on the relevant amount. Depending on the outcome of the investigation, we may make adjustments to any interest and fees charged on the disputed transaction. Interest will not be charged on any disputed transaction while it is being investigated.
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Time limits apply, so it’s important you lodge the dispute as soon as you can. You can raise a dispute in the ANZ App once a transaction has been processed to your account. If you think the transaction was unauthorised, temporarily block your card to help prevent further transactions being made.
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If you requested a replacement card for one that’s already in your digital wallet, it should update automatically. Once you’ve submitted your dispute, we’ll send you a letter or email to confirm we’re looking into it for you. Log in to Internet banking with your CRN and password If you think a transaction was the result of a scam, you should contact ANZ immediately.
Before you dispute a transaction, we suggest waiting until the transaction is processed to your account. Where the transaction date is different, this may be because there can be a delay of up to seven days between your purchase date and when it’s charged to your account. Pending or outstanding transactions shouldn’t be disputed as we cannot investigate until the transaction has been processed. Before you dispute a transaction, it’s always good practice to check and confirm a few things. Check your transaction and if you think it’s unauthorised, you can dispute it.
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