You're eligible for a refund from ANZ if:

• You’ve experienced unauthorised or fraudulent charges (protected under ANZ’s Fraud Money Back Guarantee)
  
  
• ANZ charged fees or interest in error
  
  
• You were billed incorrectly or twice for the same item
  
  
• You didn’t receive goods/services paid for using your ANZ card
  
  
• You were charged after cancelling a subscription or direct debit
  
  
• You’re inside the cooling-off period for an ANZ insurance product
  
  

You’re generally not eligible if:

• You had a change of mind
  
  
• You authorised the payment (even if scammed)
  
  
• You waited too long to lodge a dispute (Visa: 120 days, EFTPOS: 210 days)
  
  

You breached security terms (e.g. shared PIN, failed to report lost/stolen card)

1. Try the merchant first – many refunds are fastest when handled directly.

2. Lodge a dispute with ANZ:

• In-app: Tap the transaction → “Something not right?”
  
  
• Online banking: Select transaction → “Lodge a transaction dispute”
  
  
• Phone: Call 13 13 14
  
  
• Manual form: Download and submit the Customer Transaction Dispute Form.
  
  

3. Provide documentation: Include receipts, emails, or proof of cancellation if relevant.

4. Get your confirmation: ANZ will issue a case ID and begin investigation.

5. Wait for outcome: They’ll notify you by email or letter. If approved, your refund is processed. If declined, you can challenge or escalate.

• Standard refund process: ~35 days
• Simple merchant refunds: 3–5 business days
• Fee/interest corrections: Often same or next day
• Provisional credits: May be given while investigating
  
  
• Longer cases: If merchant challenges or investigation is complex
  
  

Want it faster? Submit early, provide all documents, and respond quickly if ANZ asks for more info.

ANZ refunds via:

• Original card/account: For most purchases
  
  
• Direct deposit: For fee corrections or remediation payments
  
  
• Alternate account (by request): If original account is closed
  
  
• Cheque: If no active account is available
  
  
• Credit card accounts: Refund reduces balance (or becomes positive balance)
  
  
• No cash refunds – but you can withdraw funds once they hit your account
  
  

Foreign transactions will be refunded in the same currency and converted based on the day’s rate, so final AUD amount may differ slightly.

• Refund not showing up: Wait up to 7 business days, then ask ANZ to trace it.
  
  
• Dispute lodged too late: 120-day limit for most card disputes – don’t delay.
  
  
• Fraud claim denied: If correct PIN used, you may be found liable.
  
  
• Refund sent to closed account: Let ANZ know early; they can reroute it.
  
  
• Recurring charges post-cancellation: Show proof of cancellation; ANZ can block further charges.
  
  
• No communication: Use your case ID to follow up via app chat or phone.
  
  
• Partial refunds: Understand the policy, then ask if goodwill credit is possible.