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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.

Transactions we can investigate

We can dispute a transaction on your behalf if:

  • you paid for goods or services but didn’t receive them
  • you received goods or services that were damaged or weren’t as advertised
  • your card details were stolen and used fraudulently by a third party
  • a company promised you a refund but didn’t process the credit
  • a company has charged you multiple times for a single transaction
  • you cancelled your order but the company still charged you.

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
  • transactions that are still pending. Find out more about pending transactions

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.