Disputing transactions

You can easily rule out transactions you don’t recognise by checking if:

• The purchase was made by an additional cardholder
• The transaction was converted from a foreign currency to AUD
• The transaction is a direct debit (like a membership or subscription) or an app download 
• The business is trading under a different name.

For approved transactions, you can check the business’ trading name, address, website, phone number and map location from our app. From your account’s transaction listing, choose the transaction you’d like to see more details for, then go to ‘More about this business’.

If you don’t use our app, you can search ABN lookup for other business trading names.

If you think a transaction is fraudulent, call us straight away.

You can also temporarily lock your card or linked payment device in Bankwest Online Banking or our app.

Only the business can resolve:

• refunds or exchanges for returns
• membership or subscription questions
  
• issues with defective or unsatisfactory products or services.
  

It's also best to contact them first if you:

• think you've been charged more than once
• cancelled a regular payment but were still charged
  
• see differences in the charges on your receipt and statement
  
• don’t receive your products or services, or a credit that was promised.
  

If they can't help, call us as soon as you can about the transaction you’re disputing.

If you want to dispute a transaction, call us on 13 17 19, or +61 8 9449 2840 if you're overseas. You can also message us in Bankwest Online Banking or our app.

We'll ask you to fill out the following form – you can send it in using Bankmail, bring it to a branch or post it to us.

We’ll start the investigation as soon as the transaction is fully processed (if it says 'Authorisation only', it's still pending). We may need some supporting documents from you - keep receipts, bank statements and the business’ contact details to help us with our investigation.

Make sure you keep paying at least the minimum monthly payment on your statements. If you usually pay the closing balance each month, keep doing this to avoid interest - your closing balance will include the disputed amount.