Something not looking right? Here's what to do next.
We'll keep you updated via post. Keep in mind that updates may be slowed down due to postal delays.
Something not looking right? Here's what to do next.
The Bankwest App will have detailed info available (like the description, contact details and location of the merchant), which could help you get to the bottom of who really charged you. Find out how. ? Keep in mind that you won't be able to see any extra info for transactions that are ‘authorisation only’ – you'll need to wait until they're fully processed.
If you don’t use the app, you can search ABN lookup for business trading names.
There could also be other things that may explain a transaction you don't recognise, or you can resolve directly with the business. See what to check for on your transactions.
If you're still investigating, you can temporarily lock your card using the app.
If it's a fraudulent transaction, call us straight away.
Call us on 13 17 19 or +61 8 9449 2840 if you’re overseas.
We'll check the transaction type (whether it was authorised or unauthorised by you or an additional cardholder) and whether it's fully processed or 'authorisation only'.
Authorised transactions
If the transaction was authorised, you can start a transaction dispute.
Unauthorised transactions
If you're disputing an unauthorised transaction, you'll need to call us so we can cancel your card and send you a new one.
Once the transaction is fully processed, we can start looking into it. We might also need some more documents from you – we’ll let you know.
We'll keep you updated via post.
See more about what to expect.
If you think a transaction is fraudulent, call us straight away. It's also a good idea to temporarily lock your card in the meantime.
However, sometimes transactions you don't recognise can be explained if:
It may be helpful to check with the business who charged you to see if you can find a resolution, as this may resolve your query or can help us address your dispute faster when asking for supporting documentation. Some examples of when they'll be best placed to help include when:
If they can't help, get in touch with us.
While you’re waiting for your new card to arrive (if the transaction was unauthorised) in the mail, you'll be able to see your new card details in the app. This means you'll be able to rearrange direct debits and make purchases online. Check out our digital cards guide for more info.
To make purchases in store without having to wait for the physical card to arrive, you'll also be able to link your new card to Apple Pay, Google Pay or Samsung Pay. See more about our ways to pay.
Give us a call – we're here 24/7.
Merchant information on transactions is provided by Look Who’s Charging.
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