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.
 

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 Don’t recognise this transaction
5. Complete a Google search or an ABN lookup to find more details on the Merchant.

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.