Disputing transactions

Find out what to do if you see any transactions you don't recognise.

Here’s what to do first

Check your transactions carefully

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 (if available) from our app. From your account’s transaction listing, simply choose the transaction you’d like to see more details for.

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.

Contact the business

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.

Transactions during COVID-19

We know 2020 has seen many things cancelled due to COVID-19. We understand this can be frustrating.

  • If you haven’t already, try contacting the business for a refund or credit to use later​
  • You could seek independent advice on other rights you might have under consumer law​
  • For more guidance, please visit the Australian Competition and Consumer Commission website.

If you need to dispute a transaction (related to COVID-19 or not), we encourage you to try contacting the business first, and if that doesn’t work, please contact us.

Contact us to dispute a transaction

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.

How we’ll help

Disputing a credit card transaction?

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.

Need more help?

You can message us in the Bankwest App or online banking, or call us - we're here 24/7.