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

• Call 0800 800 667
• Send a secure message in Internet Banking
• Visit a BNZ branch
• Write to: BNZ, Attn: Disputes Transaction Department, PO Box 2295, Wellington

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