If you find a transaction on your debit or credit card statement, or receive an SMS for a transaction that you do not recognise or believe to be incorrect, you can contact our client service centre to assist you.
We may be able to process a chargeback on your behalf which is where a bank reverses all (or part of) the amount of a disputed transaction back to a merchant in accordance with the scheme rules.
To help our client service centre assist you, make sure you have the following information available:
- Your name and the last four digits of your card number;
- Details of the transaction you consider is wrong or unauthorised;
- Details of the monthly statement in which the unauthorised transaction or error first appeared;
- The dollar amount and an explanation as to why you believe it is an unauthorised transaction or an error;
- Any other users authorised to operate the account;
- Whether your card is signed and your PIN is secure.
Dispute process:
If you wish to dispute a transaction on your card, please contact our client service centre on 1300 160 160 to begin the dispute process.
On some occasions, they may direct you to contact the merchant directly in the first instance.
If you believe a transaction is wrong or unauthorised or your account statement contains any instances of unauthorised use or errors, you must immediately notify BOQ Specialist by calling the client service centre on 1300 160 160. Failure to do so may result in the loss of a chargeback right.
You may see that a transaction is pending until it is fully processed by the merchant. We won’t be able to investigate disputes that are still pending. It usually takes 3 to 5 business days for a pending transaction to either fully process or drop off from your transaction history.
Upon receipt of your dispute request, we will investigate the transaction and may lodge the dispute with Visa. We will provide you with a dispute reference number when your dispute is lodged. We may also need additional information to support your dispute.
We’ll try to resolve your dispute as quickly as possible. Resolution timeframes vary depending on the nature of the dispute, and how the transaction was processed. Most disputes are resolved within 30–90 days. If you want to speak with us about your dispute, please call us on 1300 160 160 and quote your dispute reference number.
Disputes and chargebacks fall under the following three categories:
Unauthorised transaction(s) that have been performed without the knowledge and consent of the customer:
To protect the remaining balance on your card, you will be required to close your card if an unauthorised transaction has been fraudulently processed on your account.
Our client service centre will organise a replacement card to be sent to you.
Unrecognised transactions:
If you do not recognise the business name or the transaction or the amount that appears on your statement:
- Check receipts issued to you or your additional cardholder for that date to see if you can reconcile the transaction.
- Could the date of the transaction differ due to a delay in the amount being charged to your account?
- Could the amount be different due to overseas exchange rates or a tip?
- Has an additional cardholder made the purchase?
- Has the merchant already credited your account with the queried amount?
- Could the location of the transaction be the head office of the merchant?
- Could the merchant be trading under a different name, for example their parent company?
More details on the business can often be found by conducting a quick internet search on the name appearing on your statement.
Dispute with a merchant
When you have an issue with goods or services purchased using your card and haven’t been able to remedy the issue with the merchant in the first instance, we may have a ‘chargeback right’ under the Visa dispute resolution scheme. This may enable BOQ Specialist to recover all (or part of) your funds from the merchant’s bank.
When raising your dispute, please be sure to provide as much information as possible. To assist with the investigation, provide any correspondence you’ve had with the merchant, include any invoices, receipts and web addresses relating to the purchase. Please also provide a detailed description of the goods or service you were expecting and the issue with the goods or service. Failure to provide sufficient information and evidence may hinder our ability to submit a chargeback.
We may be able to lodge a chargeback for disputes that fall under the below categories:
- Goods/services not received
- Goods/services not as described/poor quality
- Cancelled goods or services
- Duplicate Transactions
- Incorrectly charged amounts
- Refunds not processed
- Transactions paid by other means
- Non receipt of ATM funds
- Cancelled recurring debits.
Our ability to help will be limited by contracts that you may have signed with the store/merchant. We may not be able to help in some cases such as billing disputes, contract related disputes or disputes about the quality of service provided by a merchant. In these instances, we will ask you to contact the merchant or service provider directly.