Noticed an unfamiliar transaction on your account or statement?
If you have a transaction on your account that you are not sure about there are a couple of things you can check before disputing a transaction:
- Most merchants will have their company name listed on your transaction listing and statement instead of their trading name. If you do a quick search generally you should be able to find the business name
- Some card transactions will appear a few days after you have completed the transaction
- Use the list at the bottom of this page to help identify some common retailer/business names and subscription providers.
Need to dispute a transaction?
If you are wishing to dispute a transaction you do not recognise, please contact us on 13 25 85 or send a Secure Message via Internet Banking or the Mobile App. You will be required to provide us with the following details:
- date of the transaction,
- the amount of transaction, and
- the merchant name.
We recommend keeping any EFTPOS or email receipts, as sometimes transactions will show the name of the parent organisation rather than the trading name.
Need to block a payment?
You can temporarily block your card if you notice an unrecognised charge on your account.
Go to your Mobile App and navigate to:
- Menu > Settings > Cards > select your card > Lock
Go to Internet Banking, and navigate to:
- Services > Card Management > Complete the two-factor authorisation (secure code) > Toggle the Block option to on
Alternatively, contact us on 13 25 85. If it is a fraudulent transaction, we would need to cancel your card and organise a replacement. Unfortunately, we cannot block a merchant from taking funds from your card.
For assistance outside of our contact centre hours, our card monitoring team are able to be reached 24 hours a day to assist with cancelling your card for you on 1300 705 750.
Need to cancel a transaction?
Unfortunately, we cannot cancel a charge that is on hold or has debited from your account. If a charge is on hold you will need to contact the merchant to request they reverse the charge. If the charge has been debited, please call us on 13 25 85, or send a Secure Message via Internet Banking or the Mobile App to raise a dispute. We will require:
- the date of the transaction,
- the amount of transaction, and
- the merchant name.
We recommend contacting the merchant by email so that there is written evidence if you need to dispute the charge.
Sent money to the wrong credit card and need to get it back?
Please contact us on 13 25 85 or send a Secure Message via Internet Banking or the Mobile App so we can raise a recall of funds. We will require:
- the date of the transaction,
- the amount of transaction,
- the account number/card number you paid, and
- the correct account number/card number.
Need to stop a direct debit?
You would need to notify the merchant of your intention to cancel in the first instance. If they continue to debit you after you have cancelled, we can block any further direct debits if you contact us directly on 13 25 85, or send a Secure Message via Internet Banking or the Mobile App. We highly recommend cancelling directly through the merchant, as some vendors may charge a fee for late or dishonoured payments.
| Trading Name (Alphabetical Order) | Description |
| ACADEMICSINGLES* | A subscription service for online dating |
| ACM*BRINKLEYDAY.COM* | Online merchant that offers a trial subscription service for cosmetic products |
| APPLE ITUNES | Purchases made on the app store for an Apple device |
| AVG INTERNET SECURITY* | A subscription for anti-virus software (may auto-renew) |
| BLS*BRINKLEYNIGHT.COM* | Online merchant that offers a trial subscription service for cosmetic products |
| EHARMONY.COM.AU* | A subscription service for online dating |
| ESERVICEPS.COM* | Online merchant that offers a trial subscription service for pharmaceutical products |
| GETHELPSXPF.COM* | Online merchant that offers a trial subscription service for pharmaceutical products |
| GOOGLE *Play g.co/helppay | A purchase made through the Google Play store |
| HELPDESKSC.COM* | Online merchant that offers a trial subscription service for pharmaceutical products |
| INFODESKCS.COM* | Online merchant that offers a trial subscription service for pharmaceutical products |
| JUST ANSWER* | Online subscription service for expert advice |
| MCAFEE* | A subscription for anti-virus software (may auto-renew) |
| NORTON* | A subscription for anti-virus software (may auto-renew) |
| ONLINEORDEROHC.COM* | Online merchant that offers a trial subscription service for pharmaceutical products |
| PAYREF.INFO* | A subscription service for online dating |
| PAYPAL | A online payment processed by paypal, the merchant may differ such as Ebay |
| PLAYSTATIONNETWORK | An online gaming purchase for a Playstation device |
| pof.com* | A subscription service for online dating |
| RGPCUSTOMER.COM* | Online merchant that offers a trial subscription service for pharmaceutical products |
| SPOTIFY* | A subscription for online music streaming |
| SUPPORTPSERV.COM* | Online merchant that offers a trial subscription service for pharmaceutical products |
| VENNTRO MEDIA GROUP* | A subscription service for online dating |
| VIAGOGO | An online ticket re-sale website |
*Note: this merchant offers a trial subscription service. They may be automatically charging ongoing subscription fees unless cancelled following an initial trial period
If you are still uncertain, or the transaction does not reflect any of the names in the table above, please send us a secure message via internet banking or the mobile app with transaction details.
Need help?
If you need further assistance with any questions about a transaction, our team are here to help.
We can help you with more information about transactions or the dispute process by visiting us in a branch, sending us a secure message, or calling us on 13 25 85. See our contact details for more information about other support options, including our 24-hour card monitoring team.