Still waiting on a

BankSA

refund?

 BankSA customers can request refunds in these scenarios:

• Unauthorised transactions & errors → Dispute fraudulent charges or duplicate transactions under Visa/Mastercard chargeback rules (typically within 30–120 days).
  
  
• Merchant refunds → If a retailer processes a return, BankSA credits your account once the merchant’s bank releases the funds (pending up to 7 days).
  
  
• Bank fees & charges → Overdraft, late payment, or annual fees may be refunded as goodwill (often once per year if you keep accounts in good standing).
  
  
• Duplicate or mistaken payments → Report immediately. BankSA follows the ePayments Code to recover mistaken transfers.
  
  
• Insurance & loan products → Full premium refunds available within the cooling-off period (usually 14 days).
  
  
• Exclusions → Change-of-mind purchases aren’t refundable by BankSA. Non-fraudulent transactions you authorised aren’t eligible unless covered under chargeback rules.
  

1. Identify your refund type → fraud/chargeback, mistaken transfer, merchant refund, fee reversal, or insurance refund.
   
   
2. Lodge a dispute online → via BankSA app/Internet Banking (“Dispute a transaction”). Alternatively, contact BankSA by calling 13 13 76 or visit a branch.
   
   
3. Provide supporting info → receipts, correspondence, or statements if requested (respond within 14 days).
   
   
4. Temporary credit → BankSA often issues provisional credit during investigations so you’re not out-of-pocket.
   
   
5. Track progress → disputes are usually resolved within 21 days. Complex cases can take up to 45–60 days.
   
   
6. Simple refunds → Fee refunds or mistaken payments may be reversed within days by calling customer service.
   
   
7. Final outcome → Approved refunds post as permanent credits, reversals, or fee adjustments.
   

• Card transaction disputes → Provisional credit in a few days, resolution usually within 21 days (longer for complex cases).
  
  
• Merchant-issued refunds → 3–5 business days, often pending up to 7 days before funds are released.
  
  
• Mistaken payments → Other bank has 10 business days to respond. Refunds can take 2+ weeks depending on cooperation.
  
  
• Fee refunds → Usually immediate, showing within 1–2 business days.
  
  
• Complex disputes → Travel bookings, non-delivery claims may stretch to 45–60 days.
  

• Direct account or card credit → refunds post to the same card/account as the original charge.
  
  
• Original payment reversal → refunds always go back via the original method (e.g., merchant refund to card, BPAY to account).
  
  
• Temporary credits → appear as “dispute credit” until resolved.
  
  
• Cheques/bank transfers → used if your account has been closed.
  
  
• Branch refunds → fee reversals or deposit mistakes may be refunded directly in branch.
  

• Slow resolution → Some disputes take longer than the 21-day target.
  
  
• Communication gaps → Customers report being transferred between BankSA and Westpac teams.
  
  
• Pending refund confusion → Pending credits may disappear if the merchant doesn’t finalise them within 7 days.
  
  
• Chargeback denials → Not all disputes succeed, especially change-of-mind cases or insufficient evidence.
  
  
• Fee refund limits → Courtesy waivers are typically limited to once or twice a year.
  
  
• Account freezes → Large refunds can trigger temporary fraud holds until verified.