If you identify a transaction in your account that you do not recognize, or that appears incorrect, you have the option to dispute it with Commonwealth Bank. This process allows the bank to investigate the charge and, where appropriate, work toward recovering the funds on your behalf.
Engaging with the bank as soon as you notice an issue is important for protecting your account. The bank’s investigation process involves reviewing the transaction details and communicating with the merchant’s bank to verify the legitimacy of the payment.
| Category | Details |
|---|---|
| Methods | CommBank app, NetBank, or via phone support. |
| Processing Time | Investigations vary; notifications provided during the process. |
| Eligibility | Personal and business account/card holders. |
| Key Requirements | Transaction date, merchant name, and reason for dispute. |
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.
Frequently Asked Questions
How long does the dispute process usually take?
The time taken to resolve a dispute depends on the nature of the transaction and the cooperation of the merchant's bank. Some straightforward disputes are resolved relatively quickly, while others involving international merchants or complex investigations can take longer. One limitation is that the bank cannot guarantee an immediate refund until the investigation is complete. Your next step is to monitor your messages in NetBank for updates on your case status.
What if I recognize the merchant but not the amount?
This happens when a service provider processes a payment for a different amount than expected, such as a subscription price increase or an unexpected service fee. The bank will investigate whether the merchant had the authority to charge that specific amount. One exception is if the increase was disclosed in the original terms and conditions you agreed to when signing up. Your next step is to check your agreement with the merchant and gather any relevant emails or receipts before calling the bank.
