If you are concerned about a transaction/charge appearing on your account that may not be yours, you can raise a dispute and we’ll investigate it.
There are a few things to consider before you contact us about a dispute:
- Some businesses use a different trading name or location to what your statement shows. If the amount charged looks familiar but you don’t recognise the name of the merchant, try checking your receipts to see if the amount charged matches a recent purchase, or a Google search on the name you see listed.
- There can be up to a 7 day delay between when you made a purchase and when it’s charged to your account.
- The amount may slightly differ because of merchant’s transaction fees or surcharges (e.g. public holiday surcharge), if a purchase has been made overseas or from a merchant located overseas.
- If you have an additional cardholder, check if they recognise the transaction.
How do I dispute a transaction?
It’s important to check all the details of your transaction/s on the Latitude Mobile App, Online Service Centre or your statement before lodging a dispute form. If you are sure that the transaction is suspicious/an error, complete the Dispute a Transaction form online. You’ll need to provide the following information:
If you wish to dispute one or more transactions, write down or save the following information:
- Date of transaction: enter the date the transaction was processed.
- Transaction amount: enter the value of the transaction.
- Merchant name: specify the exact merchant name/description of the transaction as it appears on your statement or in your transaction history.
- Multiple transactions: select 'Yes' if you wish to report multiple transactions.
- Number of transactions and Date of last transaction: if you are reporting multiple transactions, specify the number of transactions and the date of the last disputed transaction.
Type of dispute: select the reason for the dispute:
- Fraud (unauthorised transactions)
- ATM dispute (cash not dispensed from ATM)
- Duplicate transaction
- Purchase details (charged incorrect amount, goods/service not received, posted incorrect date)
- Retail finance (interest free promotion)
What happens after you lodge a dispute with us?
Once we receive your completed form, we will help you investigate:
- Transactions you did not authorise
- Transactions you suspect are fraudulent
- Duplicated transactions
- Transactions processed for an incorrect amount
- ATM that has given you an incorrect amount of money
- Purchases that didn’t arrive, were returned or were faulty (we may ask you to contact the merchant in the first instance)
- Direct debits/regular repayments that you have cancelled or you do not recognise.
We’ll ensure that you are regularly updated about the progress of our investigation. If we require any further information, we will get in touch using the contact details you provided in the form.
If the transaction was found to be invalid/unauthorised, we’ll credit the account your dispute was raised from.