Help & Support


Unusual transactions

Unusual transactions may include double up transactions, pending transactions, or odd transactions.

You can dispute an unusual transaction within 30 days of the closing date on the statement that the transaction appears. 

Double up transactions

Sometimes a business might charge your card more than once by accident. They should reverse the extra transaction when you tell them and the credit should appear on your next statement. If they don’t want to do this, you should contact us for help.

Pending transactions

When you check your credit card transactions in internet banking you might see the word ‘pending’ beside some of your recent transactions. In Mobile Banking, we’ve shortened this to the symbol (P).

Pending transactions have always been around, but we’re starting to make them visible and identifiable in your credit card transaction history in internet banking, so you can see what’s happening on your credit card.

What is a pending transaction?

There are different types of pending transactions. Below are three common types you might come across.

  1. Transactions that aren’t fully processed (sometimes called ‘authorisations’)
    This type of pending transaction is a transaction that you or a merchant/retailer have requested to be paid with your credit card, that’s been authorised, but not yet billed to your account. E.g. something you bought online in the last day or two. 

    The pending transaction will impact your available credit card balance, and the final transaction will generally be fully processed within 2-3 business days.

  2. Holds (sometimes called ‘pre-authorisations’)
    This type of pending transaction is a hold for an estimated amount on your credit card if the amount of the final transaction is unknown (i.e. before you receive the goods or services) or the transaction has not yet been fully processed. This process is common with businesses such as hotels, rental car companies, and transactions made at self-service/unattended fuel pumps.

    A hold will also impact your credit card’s balance and available credit in the same way other pending transactions do. It will generally clear off your credit card account within 2-3 business days.

    Note: Sometimes, you’ll see both the ‘hold’ amount and the final transaction amount. Only one of these will be processed; the other amount won’t be charged to your credit card account and will drop off once the final transaction is processed, or within 2-3 business days.

  3. Verifying your credit card details
    Some merchants/retailers (e.g. prepay phone top ups, energy retailers) will check your credit card details by placing a hold on a small amount on your credit card, commonly $1. This $1 amount won’t be processed and will clear off your credit card account within 2-3 business days.
    For self-service fuel transactions the hold is normally for a set amount, often $150 or $200. Sometimes this amount will clear off your credit card immediately, if not, it will generally clear off within 2-3 business days.

Note: Sometimes, you’ll see both the $1 and the final transaction amount if the final transaction amount is processed before the $1 hold has cleared.

Things you should know about pending transactions

  • When a transaction is fully processed, it may, in some cases, have different details to those which were on the pending transaction. 
    • Different merchant/retailer name: Sometimes the merchant/retailer’s exact details are not used for both the pending and the processed transaction because of the way they’ve been set up to process transactions. E.g. you might see an address rather than a merchant/retailer’s name.
    • Different amount: If a transaction has been made in a foreign currency, the amount of a processed transaction might be different to the pending transaction because of exchange rate fluctuations between when the transaction was made and when it finishes processing. Currency conversion fees (if applicable) will only be charged when the transaction is fully processed. Also, in the case of hotels and rental car companies, the final amount of the transaction may not be known until the end of the stay/rental period.
  • You won’t see pending transactions on your printed or online (PDF) statements. Only processed transactions show on your statements.
  • Pending transactions are excluded when exporting transactions (within Internet Banking) because the details may change. They will be included in exports once they have been processed.
  • Sometimes it might look like a merchant/retailer (e.g. a hotel) has charged you twice. You might see two pending amounts or a pending amount and an actual amount. Only one of the transactions should be fully processed. If this is not the case, you should contact the merchant to query the transaction(s).

Querying pending transactions

If you see a transaction or details of a transaction you don’t recognise (pending or processed), you should, in the first instance:

  • ask your other cardholder (if you have one) if they recognise the transaction
  • do an internet search of the merchant/retailer’s name or any other transaction details that you see (e.g. an address) to find out more information about the business (if you don’t recognise the transaction or can’t remember making a purchase from them)
  • contact the business to query the transaction.

Please call us on 0800 275 269 if:

  • the transaction is still a mystery to you
  • you have a lot of pending transactions
  • you have any questions
  • you’d like some help.

Odd transactions

If you see a transaction on your statement that you don’t recognise, you should:

  • ask your other cardholder (if you have one) if they recognise the transaction
  • contact the business to query the transaction
  • do an internet search of the merchant name to find out more information about the business.

If the transaction is still a mystery to you, then you can dispute the transaction.

 It’s important that you regularly check your card account for unusual transactions you don’t recognise, wrong transactions, or transactions that show up more than once.  You can check your transactions on your monthly statement or in Internet Banking.

Contact us to dispute a transaction

You can dispute a transaction within 30 days of the closing date on the statement that the transaction appears. You can do this by:

  • Calling: 0800 800 667
  • Sending a secure message in Internet Banking
  • Visiting a BNZ store
  • Writing: BNZ, Attn: Disputes Transaction Department, PO Box 2295, Wellington

 Make sure you give us as much information as possible to back-up your dispute.