Visa Dispute Information

Unauthorised Transactions/Fraud

What should you do if you think you are a victim of fraud?

• If your card has been used for unauthorised transactions, you can lock your card using the QBANK app or call the card hotline. In some instances, QBANK may be able to dispute the transaction on your behalf by submitting a Visa Chargeback. This is also commonly referred to as a Visa Dispute. Please refer to the below.

If the transaction is unauthorised (fraudulent):

• A Visa Dispute form is to be completed and returned to us within 115 days from the date of transaction.
• A Visa Dispute form must be completed for each transaction that you are disputing, along with a copy of the original transaction receipt/s.
• If the original transaction amount has been altered, we require the Visa Dispute form to be completed along with a copy of the original transaction receipt/s.
• If the transaction is found to have been authorised by you, there is a fee of $35 per transaction disputed.

If disputing Goods or Services received:

• If goods or services were paid for but not received, we require the Visa Dispute form to be completed along with a letter outlining how and when the goods or services were expected to be received, and evidence of your attempts to resolve the matter directly with the merchant.
  • A dispute cannot be lodged until 15 days have lapsed since you first attempted to resolve the matter with the merchant.
  • A $35 fee is applicable per transaction disputed.
• If goods or services received were not as described, we require the Visa Dispute form to be completed along with a letter outlining how the goods or services differ from the description provided by the merchant and evidence of goods being returned. The goods must be returned in accordance with the merchant’s terms & conditions, which applies to the original purchase or transaction.
  • A dispute cannot be lodged until 30 days have lapsed since the goods were returned.
  • A $35 fee is applicable per transaction disputed.
• If a credit was not processed by the merchant, we require the Visa Dispute form to be completed along with a copy of credit receipts or proof of expected credit date and evidence of attempts to resolve the matter directly with the merchant.
  • A $35 fee is applicable per transaction disputed.