Disputed Transactions

Have you seen an account transaction you don't recognise, a duplicate charge or paid for goods and services that were not received? If you need to dispute an unknown, unauthorised or fraudulent transaction, we're here to help. Read through this help guide, then get in touch with us to get started.

Getting started

If you find a transaction on a statement or ATM receipt that you have doubts about, there are a few things you should do before you contact us:
  • Compare your receipts and statements. Check the date of the transaction to see if you are able to relate the purchase to something you bought on the same day. Sometimes companies have a different trading name to the billing name that appears.
  • If the amount charged shows up differently, check your purchase receipt. If the amount is different it could be as a result of the exchange rate on an international transaction or a surcharge applied by the store/merchant.
  • If there is another card holder on the account, check if they made the purchase.
  • If you’ve checked everything, and you’re still unsure about the transaction, simply call us on 13 14 22 and we’ll do our best to investigate.
  • If you do suspect unauthorised transaction/s on your Visa Debit or Credit Card, you must cancel your card immediately. This will stop any further use of the card. You can cancel your card in your Mobile Banking App, Heritage Online or when you call us.

What can we help with?

We’ll be able to help you with most enquiries, such as:

  • Transactions you don’t recognise (unauthorised transactions)
  • Transactions where you have signed up to a free trial, and inadvertently subscribed to a recurring service
  • Goods and services that were not received
  • Goods which aren't as described, or are defective or counterfeit
  • Duplicated transactions
  • Transactions where the payment amount differs
  • Refunds that have been promised but not received
How to dispute a transaction

Contact us soon as you can on 13 14 22 to lodge your dispute. Our Contact Centre can take the details of your dispute over the phone.

If you suspect unauthorised transactions, we'll be required to cancel your card to prevent future use of the card (if you haven't done so already). We may request a Police Report from you. We will also need to know the location of the card at the time of the transaction occurring. For example, was the card in your wallet, lost, stolen or left at a friend’s house?

Please note, a transaction can only be disputed once the store/merchant has processed it in full.

What happens next?

After you submit a dispute, we will acknowledge receipt of your dispute in writing.

We may need to contact you if we need additional information to support the dispute, such as:

  • A description of the goods and services ordered;
  • Details of why you are disputing the transaction;
  • Details of when you expected to receive the goods or services and how they were to be delivered;
  • Details of when you cancelled, or last tried to resolve the dispute with the store/merchant (including when, how, and the outcome); and
  • Details of when and how you returned the merchandise (if applicable)
We will act as a liaison between you and the store/merchant’s financial institution. If we receive merchant documentation, we will contact you to verify, accept or dispute the transaction further.

How long will it take to resolve my dispute?

Visa has rules in place about the time frame for disputing transactions. Most Visa disputes are resolved within 60-90 days from the date we receive your dispute.
 
For all other disputes, Heritage will aim to investigate and finalise your dispute within 21 days. Occasionally, disputes may take longer to resolve. In this case, we will keep you up to date during the process and contact you in writing if we need more time.

What happens when I report an ATM dispute?

Once you lodge your dispute with us over the phone, we’ll start an investigation,

If the transaction was done using your Heritage card at another bank’s ATM, we’ll contact the other bank for details. In these cases, we need to wait for the other bank to confirm the results of the investigation before we’re able to advise you of the result. If Heritage is unable to intervene on your behalf, we will advise you in writing.

If the transaction was at a Heritage ATM using another bank’s card, then you’ll need to contact that other bank to resolve the issue.

Can I cancel a dispute?

Yes, you can cancel your dispute at any time. Contact us 24/7 on 13 14 22.
Resolving your concerns

All Heritage disputes using a card and PIN are governed under the ePayments Code of Conduct outlined in the Guide to Heritage Deposit Products.

If you are unhappy with your dispute experience and would like to make a complaint, there are a number of ways to let us know. Visit our Complaint Management Promise page for steps on how to make a complaint.