FAQs

How do I dispute a card transaction in Westpac Online and Mobile Banking?

Don’t recognise a transaction? 

Many businesses have a trading name that differs from their billing name. You can get more details by doing a search online for the name that appears on the transaction.

Recognise the merchant but not the transaction?

Sometimes a transaction you are querying may be the result of a misunderstanding. If you have an account or relationship with the merchant, we strongly recommend that you contact the merchant in the first instance as it will often enable you to immediately resolve the enquiry without the need to lodge a dispute.

1. Sign in to Westpac Online Banking or Mobile Banking
2. Click the account where the transaction occurred
3. Click on the transaction
4. Complete a Google search or an ABN lookup to find more details on the Merchant
5. Click Don’t recognise this transaction – when you do this, please note in some instances you may be asked to contact us directly, so that we can help you progress your enquiry.

Still don’t recognise the transaction?

You should report suspected fraud following standard Westpac procedures. Please refer to credit card fraud for more information.

Recognise the transaction; however don’t believe it should have been charged to the account?

In some instances, a merchant may make a mistake when charging your card. For example, they may have charged you twice, charged an incorrect amount or placed an order after you cancelled it. If that is the case, please follow the below steps:
 

1. Sign in to Westpac Online Banking or Mobile Banking
2. Click the account where the transaction occurred
3. Click on the transaction
4. Click Tell us what’s wrong
5. Select from one of the options.