Commbank - dispute transaction

If you see card transactions you don’t recognise with CommBank (Commonwealth Bank of Australia), act quickly to protect your account and start the dispute process. Below is an up-to-date, step-by-step guide based on official CommBank guidance.

Immediate security steps

• Lock your card in the CommBank app or NetBank (Lock, Block, Limit) to prevent further use.
• Review recent activity in the app; tap a transaction to see details and dates.
• If you spot multiple unknown charges, message CommBank in the app right away to start a dispute.

Sources: CommBank “Disputing a Transaction” and “Lock your card”.

Check the merchant before disputing

• Confirm a family member or additional cardholder didn’t make the purchase.
• Merchants can trade under a different name; search the Australian Business Register at abr.business.gov.au.
• Consider subscriptions, foreign currency conversions, or delayed processing that might explain the charge.

How to raise a dispute

• Use the CommBank app (Help → Message us) to lodge a dispute for debit/credit cards and unauthorised transactions.
• If the transaction is still pending, CommBank will begin investigating after it fully processes.
• For Travel Money Card, submit the dispute form; otherwise you can also call 13 2221.

Timeframes you can expect

• Pending transactions usually process in 3–5 business days (occasionally up to 10).
• Quick decision: many disputes are resolved in about 3 business days once lodged.
• Further investigation can take up to 21 calendar days, and in exceptional cases up to 45 days.
• Chargeback rights generally allow disputes to be raised up to 120 days from the transaction or delivery date (longer for some cases under scheme rules).

Access to money while your card is locked or replaced

• If you’ve already set up a digital wallet (e.g., Apple Pay/Google Pay), you can often keep using it while you wait for a new card.
• Withdraw cash without a card using Cardless Cash in the CommBank app; CommBank is also rolling out QR Cardless at ATMs.
• Replacement cards typically arrive in about 5–7 business days (up to 10 for rural areas). Activate on arrival.

After your dispute or card replacement

• Review and update any regular payments and direct debits with your new card details.
• CommBank will notify you of the outcome and credit your account if your dispute is successful; refunds may be reversed if the merchant later proves the charge was valid.
• Keep relevant receipts, correspondence, and screenshots to support your case.

Summary (concise)

• Lock the card, review transactions, and message CommBank in the app to dispute.
• Expect a quick decision in around 3 business days; complex cases can take longer.
• Use Digital Wallet and Cardless Cash/QR Cardless while waiting for your replacement card (usually 5–7 business days).