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Mastercard® debit or credit card dispute online form

We’re sorry to hear that you have a credit card transaction dispute.

Read carefully.

If your dispute fits into the following criteria, please complete the form below and we will aim to contact you by phone or email within 10 working days to acknowledge your dispute:

  • My disputed transaction occurred on a Westpac debit or credit Mastercard (if your transaction occurred on a Westpac EFTPOS or Prepaid card, please call us on 0800 888 111).

  • My disputed transaction appears in my statement which is less than 30 days old (see the date on the top of your statement). If the transaction appears in a statement that is greater than 30 days old, please call us on 0800 888 111. 

  • I have contacted the merchant directly to try and resolve my dispute.

  • My reason for disputing this transaction is included within the ‘When I can dispute a transaction’ list on the previous page. 

We may need to request further information from you and it can take up to 30 days to reach a final outcome.

Important - please read prior to completing form:

  • So that one of our team are able contact you regarding your transaction dispute, it is important that the information you provide within the form below matches the information we hold here at Westpac. If you have access to Westpac One® online banking, you can check and update this information, here’s a guide to show you how.
  • You will need to have a copy of your statement to hand. You can download this via Westpac One. Here’s a guide to help you. If you don’t have access to Westpac One and you no longer receive statements through the post, please call us on 0800 888 111.
  • You will need your Account Number, which can be found on the first page of your statement. For security reasons, please do not disclose the numbers on the front of your debit or credit card.
I have contacted the merchant directly to try and resolve my dispute

Your details

Credit card or debit card dispute?
Account Number can be found on the first page of your statement. For security reasons, please do not disclose the numbers on the front of your debit or credit card.
Account Number can be found on the first page of your statement. For security reasons, please do not disclose the numbers on the front of your debit or credit card.

Transaction information

If you have multiple disputes, please complete this form once and add details of these transactions within the ‘additional information' field.

Please include trading name also if different from the name that appears on your debit or credit card statement
e.g. goods not received, goods not as described, credit not processed

Contact the merchant and try and resolve it. If that's unsuccessful, then you can raise a dispute with us.

Please confirm the following terms

I understand that Westpac may need to share transaction information in relation to the disputed transactions with Mastercard, Visa and the merchants bank.

By completing this form I acknowledge and agree that I am permitting Westpac to collect, store use and share my personal information as above and in accordance with Westpac’s Privacy Policy. I have the right to access and correct this information subject to the provisions of the Privacy Act 2020.

 

Things you should know.

For more information, refer to the Westpac Credit Card Conditions of Use for the applicable card.

Westpac’s current credit card lending criteria will apply for credit cards. Credit Card Conditions of Use  for the applicable card will apply. Other charges may apply to some of the transactions and services mentioned – find out more on our Card terms, fees and rates page. If you only make the minimum payment each month, you will pay more interest and it will take you longer to pay off the unpaid balance.

Mastercard® is a registered trade mark and the circles design is a trade mark of Mastercard International Incorporated.