Customer Transaction Dispute Form

Customer Transaction Dispute Form

OPTIONS AVAILABLE TO LODGE A DISPUTE:

Telephone: Please contact ANZ on 13 13 14

ANZ Internet Banking: Select “Lodge a transaction dispute” from the Account Overview screen or SecureMail section.

PLEASE COMPLETE ALL SECTIONS BELOW AND RETURN VIA FAX/MAIL/EMAIL TO THE CONTACT DETAILS LISTED ON PAGE 2

ANZ Card Number:

or

BSB & Account

Cardholder’s Name

Preferred Contact No Email

1. I WISH TO DISPUTE THE FOLLOWING TRANSACTION(S)

(Please use the space provided on next page to add any additional transactions)

2. WHAT YOU NEED TO DO - PLEASE SELECT DISPUTE TYPE

Please tick the ONE that is most appropriate and ensure that you attach the supporting documentation.

I authorised a transaction for $ on It has been: duplicated processed for the incorrect amount

The merchant was authorised to deduct regular payments from my account, however I cancelled or attempted to cancel my authority on

Please attach a copy of your instructions to the merchant to cancel the authority. This may be a letter, fax or email.

The merchandise was returned on the or the services were cancelled on (please tick one)

A credit for the amount of $ was due to be processed to my card/account on

Please attach a copy of the credit transaction receipt or request to cancel services.

I paid for the goods or services using another payment method and my card or account was charged incorrectly.

Please attach copy of receipt.

I have not received the goods or services I have paid for. They were expected on

I contacted the merchant to try and resolve this matter. My last contact was on

Please provide a detailed description of goods/services not received on page 2.

The goods or services I have paid for were damaged, defective or not as described. I returned the goods or cancelled the services on . I contacted the merchant to try and resolve this matter on .

Please describe and provide evidence (e.g. invoice) of the damaged/defective/not as described goods or services.

Please provide proof that the goods were returned/services cancelled or an attempt was made.

I made an ATM withdrawal of $ but only received $

If available, please attach a copy of the ATM receipt.

I do not recognise the description of the transaction, and would like further information.

I have not authorised or participated in the transaction.

ANZ will be required to stop your card and issue you with a new one as the transactions are Unauthorised/Fraudulent. (Please provide following details)

a) At the time of transaction(s), was the card Lost/Stolen In your Possession left at the ATM

b) If known, what was your last genuine transaction prior to the disputed transaction(s)?

3. ADDITIONAL DETAILS

4. YOUR SIGNATURE

What we will do

ANZ will commence investigating your dispute within 5 business days from receiving the signed and completed form. ANZ will acknowledge receipt of your form and outline the next steps in the resolution process.

What you need to know about dispute resolution timeframes

Resolution timeframes vary depending on the nature of the dispute, and how the transaction is processed. These timeframes are governed by the Global Scheme Rules (Visa, MasterCard and American Express), and the ePayments Code. We will keep you informed of the progress of your dispute and may contact you if further information is required. Should you wish to speak to us about your dispute, please call 13 13 14.

5. WHAT TO DO NEXT

Please submit via email, fax or mail as per below details.

Sign Now