If you see a transaction on your statement that doesn’t look right, you can raise a dispute and we’ll investigate it for you.
Before you dispute a transaction
Before raising a dispute, review the transaction in your Latitude App, Latitude Service Centre, or your statement. There are a few things to check before submitting a dispute:
- Merchant name may differ: Some businesses trade under different names or locations. If the amount seems familiar, check your receipts or try searching the merchant name online.
- Transaction delays: Transactions can take up to 7 days to appear on your account after purchase.
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Fees or surcharges: Slight differences in the transaction amount could be due to:
- Merchant fees or public holiday surcharges
- Foreign exchange rates or international merchant fees
- Additional cardholders: If you have an additional cardholder or account holder on your account, check with them to see if they made the transaction.
How to dispute a transaction?
If you're sure the transaction is incorrect or suspicious, complete the Dispute a Transaction form online.
You’ll need to provide:
- Date of the transaction
- Transaction amount
- Merchant name exactly as it appears on your statement or in your transaction history
- Multiple transactions: select Yes if you wish to report more than one transaction
- 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.
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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 issues)
What happens after you lodge a dispute with us?
Once we receive your completed form:
- We’ll begin our investigation.
- We’ll keep you updated on the progress.
- If we need more details, we’ll contact you using the information you provided.
- If the transaction is found to be invalid or unauthorised, we’ll credit the account.