Before you dispute a Transaction

Here are a few things you can do before you contact us to dispute a transaction:

• Contact the merchant directly, this is usually the fastest way to resolve a transaction dispute. Some organisations such as Apple, Google, PayPal and many others have their own payment dispute processes.
• If you don’t recognise the merchant name appearing on your statement, checking on google.com.au can sometimes help to determine the business trading name or business type.
• Verify if the merchant is located overseas or the transaction occurred overseas, this can alter the amount based on the exchange rate at the time.

When to contact us

It is best to contact us as soon as possible to assist you with:

• Identifying transactions you don’t recognise.
• Disputing payments where your purchase didn’t arrive or it was differed from the description and the merchant is not responding to your enquiry.
• Disputing payments where the amount taken differed from the agreed amount.
• Disputing duplicated transactions.
• Disputing payments where the goods delivered were damaged or faulty.

When to contact the merchant

• When you are in disagreement about a bill from a supplier or merchant.
• When you are disputing a contract.
• When you have changed your mind and are trying to negotiate a refund or exchange.

If you still wish to dispute the Transaction

If you’ve tried to resolve your dispute using these suggestions and had no success, you can ask us to dispute the transaction on your behalf. Just give our team a call on 13 81 51 or chat with us through the app.

You'll need to have these details ready to raise the dispute:

• Your account details and where the transaction occurred
• Date, amount & description details of the transaction from your mobile app or statement
• Any details of attempts to resolve with the merchant directly (e.g. emails, letters or records of phone calls)
• Provide any receipts and/or documentation relating to the transaction/dispute.

You may need to provide a police report number if you have lost your card or if your card has been stolen.

What happens next?

We'll submit your request to the merchant, and provide you with a dispute reference number.

ATM disputes can take up to 45 days to resolve and Visa Debit disputes can take up to 75 days to resolve with the Merchant.

We will contact you throughout the process via letter or email to provide updates or request further information when required.

How to cancel a disputed Transaction

You can cancel a dispute at any stage by simply contacting our Contact Care Team on 13 81 51 or by sending them a secure chat from your mobile app

Please quote your dispute reference number if you have it handy.

Not happy with the Dispute Outcome?

If you feel the outcome of a dispute you lodged is unfair or unreasonable, this is what you can do.

Contact our Customer Relations team{text-center}

Call: 1800 574 766

Email: customer.relations@virginmoney.com.au

Write to:
Customer Relations
Reply Paid 2258, Brisbane QLD 4001

Lodge a complaint with AFCA{text-center}

If your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).{text-center}

AFCA is an external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. AFCA provides fair and independent financial services complaint resolution that's free to consumers. You can contact AFCA:{text-center}

Website: afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing to:
Australian Financial Complaints Authority
GPO Box 3, Melbourne, VIC 3001