Commonwealth Bank

refund policy – how to claim your money back

You’re eligible for a CommBank refund if you’ve experienced:

• Fraud or unauthorized transactions
  
  
• Incorrect or duplicate charges
  
  
• Goods or services not delivered
  
  
• Defective or “not as described” purchases
  
  
• Bank errors or overpayments (e.g. loan overpay)
  
  
• Cancelled insurance within cooling-off period (full refund) or post-cancellation (pro-rata refund)
  
  

What’s not covered?
CommBank won’t refund for change-of-mind, forgotten subscriptions, or valid software downloads. Refund rights under Visa/Mastercard rules typically expire 120 days after purchase or expected delivery, so act fast.

1. Verify Eligibility: Confirm the charge fits refund criteria and isn’t a case of buyer’s remorse.

2. Collect Evidence: Receipts, order confirmations, emails with merchants - anything relevant.

3. Contact CommBank:

• CommBank App (24/7): Use “Help” to chat with Ceba and start your dispute.
  
  
• Phone: Call 13 2221 (general banking); they can lodge card or account disputes.
  
  
• Branch: Visit in person for help if you prefer face-to-face.
  
  
• Secure Message: Use SecureMail in NetBank for email-like support.
  
  

4. Submit the Dispute: Ensure you receive a reference or case number.

5. Cooperate with Requests: Upload any evidence if prompted by the bank.

6. Track the Case: CommBank will keep you updated via app, email, or phone.

7. Receive Outcome: If approved, you’ll get your money back to your original account/card. If denied, you can escalate (see below).

• Simple card refunds: Typically within 3 business days
• Standard chargebacks or disputed transactions: Resolved in up to 21 days
• Loan overpayments: Within 7 business days of loan closure
  
  
• Direct debit errors: Often resolved within 5–14 days
• Merchant refunds: Appear in 3–5 business days
  
• Complex or international cases: May take up to 45 days

CommBank provides provisional (temporary) credits in some cases while investigating. You’ll be notified of the final result, and if the provisional refund is reversed, you’ll get written notice.

• Refund to original account or card (default and fastest method)
  
  
• Refund to CommBank transaction account (e.g. if card was closed)
  
  
• Cheque by post (if you no longer have a CommBank account)
  
  
• Loan overpayment reversal to the original payment method
  
  
• No cash refunds – all are processed digitally or via mail
  
  

If CommBank can’t refund your card (e.g. it’s been closed), they’ll redirect the funds to your main transaction account or issue a cheque.

• Missed timeframes: Don’t wait beyond 120 days for card disputes.
  
  
• Disputing ineligible charges: Subscriptions and buyer’s remorse aren’t covered.
  
  
• Scams vs. fraud confusion: If you authorized the payment (even if scammed), you may not be refunded.
  
  
• Refund delay panic: Some refunds take up to 10 days to appear (weekends and holidays slow things down).
  
  
• Provisional credit reversals: If a dispute is ruled against you, the refund may be clawed back, so plan ahead.
  
  
• Documentation gaps: A lack of evidence can hurt your claim. Save every receipt, message, or tracking number.