Credit card dispute FAQs

Before contacting us, please try to resolve your dispute with the merchant and work with them for a solution.

If you don’t have all of the documents we need, please contact the merchant for a copy. It’s important we have this information as it will help us with the investigation.

The dispute can take up to 60 days – this time includes us sending the dispute information to the merchant for review.

Once we receive your request, we’ll investigate and let you know (by letter) if we submit a dispute to the merchant on your behalf.

If your dispute was unsuccessful, meaning the merchant declined the dispute, the original transaction amount will go back on your Mastercard. If this happens, we’ll send you a notice.

If you were unable to resolve the dispute after contacting the merchant, please contact us and we’ll start an investigation. You’ll need to provide the transaction receipt and any terms & conditions related to the purchase. Having all this information will help with our investigation.

Once you have all of the documents we’ve asked for, you can submit a dispute request in the following ways:

• If the transaction is within your current statement period: log on to your Online banking, find the transaction you’re disputing and select ‘need help’.
• If the transaction is past your current statement period: call the phone number on the back of your Mastercard and an agent will help submit a dispute request.

When we receive your request, we’ll review the information and let you know if we will submit a dispute to the merchant on your behalf. We’ll let you know (by letter) if we submit a dispute to the merchant on your behalf.

If we submit a dispute to the merchant on your behalf, we’ll send you a letter confirming this was done. The letter will also outline details about how you’ll know if your dispute was successful.