Still waiting on a

Bank Australia

refund?

Bank Australia refunds are possible in several situations:

• Unauthorized transactions: Fraudulent or stolen card charges may be refunded under Visa/Mastercard chargeback rules (police reports sometimes required).
  
  
• Bank errors or duplicate charges: If you’re billed twice or incorrectly, refunds are available once verified.
  
  
• Canceled services or undelivered goods: If a merchant refuses to refund, Bank Australia can initiate a chargeback within 120 days of purchase or expected delivery.
  
  
• Exclusions: Change-of-mind purchases aren’t covered unless the merchant agrees, and claims filed too late or without evidence may be denied.
  

Here’s the process:

1. Contact the merchant first – Many issues (like faulty products or billing errors) can be resolved faster directly. Keep written proof of your attempt.
   
   
2. Gather key details – Collect the date, amount, merchant, and why you’re disputing. Back it with receipts, screenshots, or emails.
   
   
3. Submit a dispute – Call Bank Australia on 132 888 (or +61 3 9854 4666 overseas) during business hours, or send a secure message via the app or internet banking.
   
   
   • For urgent fraud, call the 24/7 fraud hotline: 1300 705 750.
     
     
4. Follow bank instructions – You may need to complete a dispute form, police report, or statutory declaration.
   
   
5. Await outcome – Most issues are resolved in 5 days, but chargebacks can take weeks as merchants respond.
   
   
6. Escalate if needed – If unresolved after 30 days, you can lodge a free complaint with AFCA (Australian Financial Complaints Authority).
   

• Immediate to 2 days: Some fraud cases may be refunded almost instantly.
  
  
• 3–5 business days: Most simple disputes (bank errors, duplicates) are corrected within this time.
  
  
• Up to 30–45 days (or more): Complex Visa/Mastercard chargebacks may take longer while merchants respond.
  
  
• Faster refunds: Provide full documentation and report quickly. Acting within days makes reversal easier.
  
  
• Delays: Missing documents, disputes lodged after the 120-day limit, or complex fraud checks may slow things down.
  

• Direct account credit – Refunds post back to the original account or card.
  
  
• Chargebacks – If successful, Visa/Mastercard credits your account automatically.
  
  
• Fee reversals – Bank errors are corrected with an adjustment credit.
  
  
• Account closed? – The bank will contact you to arrange alternate payment (e.g., cheque or transfer).
  
  

Refunds always go back to the original payment method - there are no cheques or cash payouts unless your account is closed.

• Merchant name confusion: Often a legitimate charge under a different name. Double-check before disputing.
  
  
• Skipping the merchant: Going straight to the bank slows things down - try the retailer first.
  
  
• Incomplete documentation: Missing receipts or proof delays refunds.
  
  
• Missed deadlines: Visa/Mastercard disputes usually must be filed within 120 days.
  
  
• Account freezes: Missing ID or compliance info can lock funds, delaying access.
  
  
• Dispute denials: Claims outside policy (change-of-mind, legitimate charges) may be rejected.