Still waiting on a

Bank of Melbourne

refund?

Bank of Melbourne follows Visa and Mastercard chargeback rules along with its own policies, including a Fraud Money Back Guarantee. You’re eligible for a refund or dispute in these cases:

• Unauthorised or fraudulent charges: Transactions you didn’t authorise.
  
  
• Billing errors or duplicates: Incorrect charges or double billing.
  
  
• Goods/services not provided: Items/services not received or significantly misrepresented.
  
  
• Promised refunds not processed: Merchants failing to process agreed refunds.
  
  
• Cancelled subscriptions or payments: Charges after confirmed cancellations.
  
  
• Mistaken or unauthorised direct debits: Incorrect or unauthorised direct debit withdrawals.
  
  
• Payments sent to wrong accounts: Accidental transfers to incorrect recipients.
  
  

Important exclusions: Refund rights don’t cover buyer’s remorse or quality dissatisfaction without breach of conditions. Disputes must be raised within 120 days of the transaction date or noticing the issue.

Follow these steps to successfully claim a refund or dispute a charge:

1. Double-check the transaction:
Confirm it’s genuinely unauthorised or incorrect using your records or Bank of Melbourne’s “Look Who’s Charging” feature.

2. Contact the merchant directly:
Reach out first to resolve the issue directly with the merchant - many refunds can happen immediately this way.

3. Gather evidence:
Compile receipts, correspondence, cancellation confirmations, or any proof supporting your claim.

4. Lodge a dispute with Bank of Melbourne:

• Use Internet or Mobile Banking (look for "Dispute a transaction").
  
  
• Alternatively, contact Bank of Melbourne 13 22 66 or visit a branch.
  
  
• Receive and save your dispute reference number.
  
  

5. Bank review & temporary credit:
Bank of Melbourne investigates, potentially offering a temporary credit while awaiting resolution.

6. Provide any additional info promptly:
Respond quickly (within 14–15 days) to any requests for extra documentation.

7. Resolution & final refund:
Once resolved (usually within weeks), you'll receive final notification confirming your refund or dispute outcome.

Tip: Keep records of all interactions, escalate through Bank of Melbourne’s Customer Advocacy team or AFCA if necessary.

Refund timelines depend on the transaction type:

• Merchant-initiated refunds: Usually within 3–5 business days; can appear pending for up to 7 days.
  
  
• Chargeback disputes: Typically resolved within 30–45 days; complex cases may take up to 8 weeks.
  
  
• Direct debit/mistaken payments: Usually within a few days to 2 weeks, depending on complexity and merchant response.
  

Factors impacting speed include prompt reporting, merchant cooperation, complexity, and payment methods. If your refund exceeds expected timelines, proactively follow up with Bank of Melbourne.

Bank of Melbourne refunds typically follow your original payment method:

• Refund to original card/account: Default and fastest method.
  
  
• Bank account credits: Used for direct debit or bank transactions.
  
  
• Temporary vs permanent refunds: Temporary credits may become permanent once disputes resolve positively.
  
  
• Refunds to closed accounts: Alternate methods (e.g., bank cheque) provided if original accounts/cards are closed.
  
  

Bank of Melbourne won’t typically provide cash refunds for disputed charges - refunds always go back into your account electronically for security and convenience.

Customers occasionally experience these common refund challenges:

• Delayed refunds: Pending status can last up to 7 days; follow up if longer.
  
  
• Unrecognised legitimate charges: Check transaction details carefully to avoid unnecessary disputes.
  
  
• Recurring charges post-cancellation: Retain proof of cancellations; dispute promptly if charged afterwards.
  
  
• Duplicate or erroneous charges: Contact merchants immediately, or escalate to the bank.
  
  
• Merchant resistance: Persistently document and provide evidence if merchants dispute your claims.
  
  
• Refund processed incorrectly: Contact the merchant quickly to correct mistaken charges processed as sales.
  
  
• Communication issues: If support delays occur, retry different communication channels (chat, call, secure messaging).
  
  
• Dispute rejection: Clarify denial reasons; escalate internally or externally (AFCA) if needed.
  
  

Maintain clear records, report issues early, and escalate appropriately for best outcomes.