Existing cardholders: Find out what you need to know about the move to MyCard including important information about managing your account and helpful FAQs.

New applications: Applications for new MyCard credit cards are coming soon.

We’re here to help

If you, or an additional cardholder, questions a transaction charged to your MyCard account, we are here to help.

Some examples of transaction disputes include not receiving goods or services that you paid for, getting billed more than once for a single authorised transaction or cancelling a membership or subscription and still getting billed for it.

If you need to dispute a transaction, we want to make the experience as easy as possible for you. Here are some handy tips to avoid future disputes and steps you can take to raise a dispute with us.

Before you dispute a transaction

We have outlined a number of things you can do before disputing a transaction.

What to do if you don’t recognise the merchant’s name

  • If you have an Additional Cardholder, please check if they recognise the transaction Search the internet for the company name or ABN. Some businesses use different company names when billing customers to their physical or online stores. Talk to the individual or organisation the money went to.
  • Organisations like Apple, Google, PayPal and many others have their own payment dispute processes. Contacting the individual or organisation the money went to is usually the fastest way to resolve a transaction dispute.

Make sure there really is a transaction to dispute

  • Have you visited a hotel recently? When you visit a hotel or put a security deposit on a purchase, the amount can affect your account balance even though you haven't made an actual payment.
  • This is called a purchase authorisation. The hotel or retailer you gave the security deposit to, can hold your deposit for up to 10 days from check-out date.
  • When you check out of the hotel or complete the purchase you put the security deposit on, the hotel or retailer should release the funds back into your account.

Contact us

If you would like to proceed with disputing a transaction, contact us on 13 24 84 (or +61 2 8225 0615 if calling from overseas), 24 hours a day, 7 days a week.

FAQs

If you or your Additional Cardholder didn’t authorise the transaction or you believe it’s fraudulent, refer to our how to report fraud and scams guide.

We will try to resolve your dispute as quickly as possible:

  • Card dispute cases can take up to 120 days to resolve depending on the nature of the dispute. It is important for you to stay in contact with us and assist with the investigation until a resolution is achieved.
  • BPAY® transactions can take up to 10 days to resolve, unless we require further information.
  • Disputes about transfers within Australia can take up to 45 days to resolve.
  • For disputes about international payments and transfers, we aim to respond promptly. But these can take longer than other transactions, particularly if more information is needed or there are delays by parties outside MyCard.