Welcome to the Help Centre
Dispute a charge
Although seeing a charge that you don’t recognise or an amount appearing to be incorrect on your Billing Statement can be frustrating, it doesn't necessarily mean there's been fraudulent activity on your Account. Quite often‚ a few more details can help you to identify the charge.
Helpful tips to use when you don’t recognise a charge
There are a number of steps you can take to resolve an unrecognised charge before contacting us:
If you have checked these sources and still do not recognise the charge, you can raise a dispute and we will help you to resolve your billing inquiry as quickly as we can.
Raising a dispute using our Online Services
If you do not recognise a charge on your Billing Statement you can open and raise a dispute. You will need to be logged in to your Online Account to do this, or you can set up an Online Account. It takes a couple of minutes and helpful information is provided along the way to make the steps as easy as possible.
Step 1 – Log in with your existing Online Account details or set up an Online Account.
Step 2 – From your statement page select the transaction you want to dispute.
Step 3 – Select "Dispute This Charge"
Step 4 – Answer the questions that follow and choose the type of inquiry you have.
Step 5 – You have the option to upload supporting documents. If you do not have them with you at the time of your inquiry, you can complete the case and upload them later or you can pick up where you left off and resume your inquiry at a later time. You’ll be able to find your dispute case under the ‘Unsubmitted’ section.
Step 6 – Once you submit your dispute, you will receive a confirmation page with further details. Your raised dispute will then be seen in your ‘disputes activity’ on the left side of your Card activity page. You will be able to close the dispute case at any time. You can refer back to your ‘Open’ cases to track the status of the dispute with expected resolution dates.
If you’re unable to raise or resolve a dispute using our Online Services please contact us and our Customer Care Professionals can investigate this for you.
Note: Pending charges cannot be disputed. When a charge is pending, it has not yet actually posted to your Account and the amount could change. You will need to wait for the charge to post before opening a billing inquiry. We may require proof that you have contacted the retailer in an effort to resolve your dispute. Please be aware that investigations can take up to 6-8 weeks to resolve and you will be advised if we need you to provide supporting documentation. You will receive a confirmation letter to your billing address once your dispute has been resolved and closed.