Visa Card Lost / Stolen / Disputing a transaction
Keep your Visa card safe and secure
If you lose your card or it is stolen whilst in Australia, contact Australian Central by email or call 13 13 21 to report the loss or theft and arrange for a replacement card to be mailed to you.
If after hours, ring the free-call 24 hour Visa hotline on 1800 224 004.
If your card is lost or stolen whilst overseas, report it immediately to the Visa hotline in the country you are in. (Look in the local telephone directory). They'll take your lost or stolen card report, arrange for a replacement card or emergency cash delivery (subject to approval) and answer any other Visa or travel related inquiries.
Disputing a Visa Transaction
With the large volume of Visa transactions made around the world each day, unfortunately things sometimes go wrong. For example, you may not recognise a Visa transaction on your account or you may feel a transaction is incorrect for a particular reason. If this happens, Australian Central can investigate the transaction on your behalf, through the ‘chargeback’ process. We aim to resolve such queries as quickly as possible and, where the investigation is resolved in your favour, refund the disputed amount back to your account.
What is a ‘chargeback’?
The Visa card scheme has a dispute resolution process that is contained within the operating rules. These rules set out specific circumstances and timeframes in which Australian Central can claim a refund in connection with a disputed transaction on a cardholder’s behalf. This is referred to as a ‘chargeback’ or ‘chargeback right’.
Examples of situations where Australian Central may be able to request a chargeback on your behalf include when;
a transaction is unauthorised
one transaction was charged twice
an incorrect amount was debited or credited to your account
the merchant did not deliver the goods or services that you paid for
the goods or services received from the merchant were not as described
Notifying Australian Central of a disputed transaction
Australian Central’s ability to investigate any disputed Visa card transaction, and subsequently process a chargeback, is restricted by the circumstances and time limits imposed by the Visa card scheme operating rules. If you don’t notify us as soon as possible, our ability to dispute a transaction on your behalf (where a chargeback right exists) may be lost.
It is in your interest to report any disputed transaction to us immediately. Australian Central strongly recommends that you promptly read each statement carefully as soon as you receive it. You should immediately notify Australian Central of any disputed transaction.
You can notify Australian Central of a disputed transaction by contacting our National Contact Centre on 13 13 21 or in person at any Banking and Advice Centre.
For details, refer to the Terms and Conditions for Savings Accounts available here.
