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How to dispute transactions

Read time 3 min
If you don’t recognise a transaction on your account, tap on it in the app for more details. To dispute it, you can use the app, message us, or complete the transaction dispute form.

Before you raise a dispute

If you’re unsure about a transaction, take a moment to review the details to decide whether it’s suspicious.

How to check a transaction

  1. Open the Bankwest App
  2. Tap on the transaction 
  3. Tap ‘More about this transaction’.

You’ll be able to see the transaction description, contact details for the business, and its location. While you’re reviewing, this you can temporarily lock your card in the Bankwest App.

Alternative explanations

Sometimes the transactions you don’t recognise are for reasons other than fraud, such as:

  • 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 (you can search business trading names by searching for their ABN).

You can also choose to contact the business first. They may be able to resolve your dispute faster.

How to raise a dispute

There are different ways to raise a transaction dispute.

In the app

Open the Bankwest App, tap on the transaction and select ‘Dispute transaction’.​

If you’re disputing an unauthorised transaction, we’ll automatically cancel your card and organise a replacement.

Message us

Message us in the Bankwest App or online banking.

Transaction Dispute Form

To submit a Transaction Dispute Form, download and complete it digitally, then return it to us via email or Bankmail. ​

Alternatively, you can print the form, complete it and send it to Bankwest using the details printed on the form.

Transaction Dispute Form (PDF)

Here are some common reasons for a transaction dispute:

  • You’ve noticed an unknown or suspicious transaction
  • You cancelled a subscription or direct debit but were still charged
  • You’ve been charged more than once
  • You’ve been charged the incorrect amount
  • You didn’t receive your product or service, or a refund that was promised
  • The product or service is defective or not as described.

Common questions

We’ll contact you if we need more information or supporting documents such as copies of receipts, or correspondence you’ve had with the business who charged you. If you reported an unauthorised transaction we’ll need to cancel your card and send you a new one. We won’t be able to start our investigation until this has happened. 

We'll keep you updated via email where we can, and by post, if required. Keep in mind these updates may take longer to reach you due to postal delays. 

We aim to resolve disputes within 10 calendar days. If it’s more complex, it could take up to 45 calendar days. We may also reach out if we need more information.

If you had your card replaced, you can access your new card details in the Bankwest App on the next business day. We recommend you update your direct debits and regular repayments with your new card details. 

Once we’ve sent out your physical card, you should receive it within 10 business days.

It means that the payment is still processing, or that the business who charged you is holding the funds for a deposit. When you buy something using the credit or PayPass® option on your card, the funds are reserved in your account as ‘authorisation only’. 

If your transaction is ‘authorisation only’, it should be fully processed in 3-5 business days and the business name will appear in your account instead.

Any obligation to pay an amount for the disputed transaction, or interest and other charges related to the disputed transaction, is suspended until the disputed transaction is resolved.

While the disputed transaction is still being resolved, you should continue to pay at least the minimum monthly payment.

If the disputed transaction is resolved in your favour, you will not need to pay for the disputed transaction, or any interest accrued as a result of the disputed amount.

If the disputed transaction is not resolved in your favour, (e.g. if the transaction was authorised), you will need to pay for the disputed transaction amount, and the usual rules for calculating interest will apply to that transaction.

  1. Take note of the ATM provider, the time of the transaction, and the location of the ATM
  2. Keep all your receipts from the ATM
  3. Complete a Transaction Dispute Form and return it to us. Alternatively, send us a message and our team will look into this. 

We’ll contact the ATM provider to investigate the details of the transaction. The dispute can take between 21 to 45 calendar days.  We’ll need to wait for the other bank to confirm the results of their investigation before we’re able to let you know the result. We’ll send you a letter if it’s likely to take longer.