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Disputing a transaction

You can dispute most Visa network transactions where you have used your BNZ Visa^ or Flexi Debit Visa^ card(s). Visa network transactions include, but are not limited to:

  • contactless payments
  • Apple Pay and Google Pay™
  • online and phone purchases
  • international payments.

We’re not able to accept disputes for:

  • EFTPOS transactions  for purchases made in New Zealand, where the ‘Cheque’ or ‘Saving’ option is selected
  • transactions made with non-Visa services (for example, Worldline’s Online EFTPOS service). In this scenario, we recommend you contact the merchant you made the purchase with
  • any transactions made with your Eftpos card, unless you believe fraud has occurred.

How to dispute a transaction

To make a dispute, you’ll need to contact us within 60 days^ of:

  • the date of the transaction
  • the expected delivery date for the goods or services.

Ways to contact us

 Make sure you give us as much information as possible to support your dispute.