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If your disputed transaction is not resolved in your favour (i.e. confirmed as a legitimate transaction), we’ll be in touch to let you know. Where our investigations show that the transaction was in fact unauthorised, we will provide a refund direct to your account. If you requested a replacement card for one that’s already in your digital wallet, it should update automatically. As soon as you can, send an email containing your Dispute Case ID to Raise your dispute via Message us in the Support section of the app.
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Unauthorised transactions are subject to the ePayments Code. In ANZ Internet Banking, choose the account, click the Search link at the top of the Transactions tab and follow the prompts. In the ANZ App, choose the account you want to search and then enter a word or an amount in the Search box. There may be delays from when you raise a dispute with us, to when we commence an investigation. If you’re lodging your dispute via ANZ Internet Banking, you should use the dispute reason, ‘The ATM dispensed the wrong amount’.
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These rules ensure you have a right to dispute transactions while giving merchants the opportunity to provide evidence before we charge the disputed amount back to them. ANZ’s role is to assist you by lodging disputes with merchants, providing the transaction is covered by the various Scheme rules (Visa or EFTPOS) and/or the ePayments code. For circumstances where you believe there has been an unauthorised transaction, you should raise a dispute in the ANZ App. Longer timeframes may apply if the transactions fall under the ePayments code. In each of your accounts in ANZ App and Internet Banking, your transactions are listed with the most recent at the top.
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