print this page

DISPUTED DEBIT CARD TRANSACTIONS

Disputed transaction: A transaction appearing on your account or bank statement, that you do not recognize or you think may be incorrect. The purpose of this guide is to give you some advice on what to do when or if this occurs.

Take a look at the sections below for advice in common situations.

Do you have a transaction on your account you do not recognize?

  1. Check with anyone who shares the account with you.
  2. Check through your receipts and look for a matching amount.
  3. Have you used that retailer before? If you have, try contacting them to discuss the transaction. They may be able to help you recognize it, or it might be a mistake which they can correct.

Helpful Hint – don’t rely on the retailer’s name to check a transaction. Sometimes payments are cleared through a head office. Therefore, the name on your statement won’t be the same as the shop you actually used. For example, a purchase through Ebay may appear on your statement as Paypal.

If the retailer is unable to assist you or you do not have a matching receipt, come into The Citizens National Bank to complete the debit card dispute documents.

Do you have a transaction on your account that appears at regular intervals, for example monthly or annually, that you wish to cancel?

These transactions could be subscriptions or installments for things like insurance or membership arrangement, or access to services such as AAA. They often have minimum term in the contract which prevents the service from being cancelled before a certain date. If this applies, please refer to the terms and conditions of your agreement with the retailer.

Have you contacted the retailer to cancel the transaction?

If no:

  • Call or write to the retailer and ask them to cancel the transaction.

Helpful Hint – it can take up to 15 days for a cancellation request to take effect.

  • Should your account be debited again once the 15 days have passed, come into The Citizens National Bank. Bring all supporting documents pertaining to the  transaction and complete the debit card dispute form.Tell us how and when you cancelled it and we will assist you.

If yes:

  • Ensure it has been 15 days since you cancelled before you contact us, as it can take this time for your request to be processed.
  • If it has been 15 days, come into The Citizens National Bank. Bring all supporting documents pertaining to the  transaction and complete the debit card dispute form.Tell us how and when you cancelled it and we will assist you.

Have you ordered goods or services, but never received them?

This may be resolved by contacting the retailer.

  • If you weren’t given a delivery date – you’ll need to allow 30 days from the date you placed the order for the retailer to deliver the goods or services to you. Once this time has passed, come into The Citizens National Bank. Bring all supporting documents pertaining to the  transaction and complete the debit card dispute form.

Helpful Hint – If for any reason the delivery date is altered, please ensure that you obtain confirmation of this in writing from the retailer.

  • If you placed an order, then changed your mind, please contact the retailer where the purchase was made, to discuss the options available to you.
  • If the expected delivery date for your goods or services has passed and you haven’t been able to resolve the matter with the retailer, please contact the retailer to obtain the following information: 
    1. The retailers name
    2. The name of the representative you spoke with
    3. The date and time you contacted the retailer
    4. What you ordered
    5. The date the order was placed
    6. The expected delivery date
    7. The delivery address

  • Come into The Citizens National Bank, with the informaiton listed above, to complete the debit card dispute documents.

Have you ordered goods or services from a company no longer in business?

These matters should be dealt with urgently as claims relating to disputed transactions may be subject to time limits.

 

Goods

In all cases you should immediately contact the administrator (or the administrative receiver, where relevant) to inquire on your order.

Helpful Hint - You must allow 30 days after the transaction date has passed before involving the bank in this type of transaction dispute. 

If the retailer or administrative receiver is unable to assist you, come into The Citizens National Bank. Bring all supporting documents pertaining to the  transaction and complete the debit card dispute form. 

Services

In all cases, you are advised to contact the administrator (or the administrative receiver, where relevant) to inquire on your order.

Please obtain the following information:

  • Debit Card number used for the transaction
  • Copies of the invoice
  • Travel dates
  • Copy of the confirmation from the relevant bonding authority, disclosing they will not reimburse you  (in full or in part)

Without this data, we will be unable to assist you.

If your dispute relates to a holiday or airline collapse, you should visit the retailer’s website for guidance on claiming through a bonding authority such as ATOL (Air Travel Organisers' Licensing) or ATTA (Adventure Travel Trade Association).

Helpful Hint – make use of the Internet for the most current guidance from the retailer’s website, or such sites as www.faa.gov or www.ustravel.org.

If you discover the retailer is not a member of ATOL or ATTA, come into The Citizens National Bank. Bring all supporting documents pertaining to the  transaction and complete the debit card dispute form.

If, following a claim to either ATOL or ATTA, you are advised that they will not reimburse you (in full or in part) for any reason, come into The Citizens National Bank. Bring all supporting documents pertaining to the  transaction and complete the debit card dispute form.

Have you received defective goods?

Before we can assist you in any way, it is required that you contact the retailer to attempt to resolve the issue.

  • If the goods were ordered over the telephone, Internet or mail order – return the goods to the retailer. Be sure to keep the proof of postage. You should then wait 30 days for a refund or replacement.
    • If you don’t receive a refund or replacement, come into The Citizens National Bank. Bring all supporting documents pertaining to the  transaction and complete the debit card dispute form.
    • Please bring copies of any correspondence that you sent to, or received from, the retailer and your proof of postage, with receipts or invoices. Please include a description of the defect.

Please note: If we do not receive this information, we will be unable to assist you.

Have you received goods that do not match their description?

Example: If the invoice says that you purchased a blue rug, and you receive a green rug.

Before we can assist you in any way, it is required that you contact the retailer to attempt to resolve the issue.

  • If the goods were ordered over the telephone, Internet or mail order - return the goods to the retailer. Be sure to keep the proof of postage. You should then wait 30 days for a refund or replacement.
    • If you don’t receive a refund or replacement, come into The Citizens National Bank. Bring all supporting documents pertaining to the  transaction and complete the debit card dispute form.
    • Please bring copies of any correspondence that you sent to, or received from, the retailer and your proof of postage, with receipts or invoices. Please include details of the difference in the description.

Please note: If we do not receive this information, we will be unable to assist you

Further Advice 

  1. Always check your account and or bank statements – you may only have a limited time to report a disputed transaction to us.
  2. Always read the retailers Terms and Conditions before you confirm the transaction.
  3. Treat your Debit Card in the same manner you would cash.
  4. If you submit a Debit Card transaction and the retailer advises you it is not going through, ask for a copy of the ‘void’ slip from the retailer, whenever possible.
  5. Always verify the amount on the Debit Card machine is accurate before you enter your PIN.
  6. If a retailer refunds your Debit Card transaction, keep a copy of the refund voucher and allow 30 days for the refund to reach your account. If you do not receive within that timeframe - contact us and we will assist you.
  7. Whenever possible keep copies of receipts, invoices, terms and conditions etc. and get contact information from the retailer.
  8. Beware of hoax calls – If you get a call telling you that you’ve won a vacation, never give out your Debit Card or personal information. Other examples of hoaxes include, timeshares, overseas lotteries and mobile telephone or satellite television insurance.
  9. Timeshare transactions – you have 14 days to cancel and cancellations must be in writing. Check the Terms and Conditions of the individual timeshare scheme to confirm this.
  10. When processing transactions over the Internet:
    1. Exercise caution when ordering via a ‘pop up box’ or on-line advertisement. Your computer is unlikely to retain details of the transaction in its memory.
    2. Ensure you are ordering from reputable company.
    3. If the checkout page expires while processing the transaction – take a print screen of the page as proof and contact the retailer. Do not process a duplicate transaction without having verified with the retailer directly.