ME Bank

refund policy – how to claim your money back

ME Bank customers can request a refund (or chargeback) in several situations:

• 🔒 Unauthorised Transactions – If someone used your ME Bank debit or credit card without permission, you can dispute it. Fraud must be reported within 120 days to protect your Mastercard/Visa chargeback rights.
  
  
• 💳 Transaction Errors – Charged twice? Charged more than agreed? You can dispute overpayments and billing mistakes.
  
  
• 📦 Goods Not Received / Faulty or Misrepresented – If you paid for a product or service that didn’t arrive or wasn’t as described, you may be eligible - if the seller refuses to resolve it.
  
  
• ⚠️ Other Billing Issues – Charges after subscription cancellation, or duplicate withdrawals, can also be refunded.
  

🛑 Exclusions:

• Change of mind returns
  
  
• Disputes over satisfaction (e.g. item was as described but you didn’t like it)
  
  
• Claims made too late (typically over 120 days from transaction)
  

Follow these steps to get your money back:

1. 🧾 Check the Transaction
   Verify it wasn’t a joint account holder. Identify the merchant (often appears under a trading name). Contact the seller first, many issues are resolved faster that way.
   
   
2. 📞 Contact ME Bank
   If unresolved (or clearly fraud), call 13 15 63 or use in-app chat. Provide:
   
   
   • Transaction details
     
     
   • Merchant name
     
     
   • Proof of attempted resolution
     
     
   • Police report (if applicable)
     
     
3. 📝 Complete Any Forms
   ME Bank may ask for a formal dispute form or documentation (e.g. for fee refunds, use the Remediation Funds Owed process).
   
   
4. 🔍 Investigation Begins
   ME’s dispute team liaises with the merchant’s bank and Mastercard/Visa. You’ll get a reference number and updates via email or post.
   
   
5. 💸 Outcome & Refund
   If successful, the charge is reversed, and any related fees/interest are refunded. If rejected, ME Bank will explain the decision (and you can escalate if needed).
   
   
6. 🚨 Escalate if Unresolved
   Ask for a Customer Relations review. Still unhappy? Escalate to AFCA – it’s free, independent, and can overturn unfair outcomes.
   
   

📌 Tip: Keep full records (receipts, emails, notes) and don’t wait to act.

• 💳 Merchant Refunds: If the business agrees to refund, expect it to appear in 3–5 business days.
  
  
• 🕵️ Bank Dispute Resolution:
  
  
  • EFTPOS/ATM: up to 45 days
  • Visa Debit: up to 75 days
• ⏳ Factors that delay refunds:
  
  
  • Missing documentation
    
    
  • Slow merchant response
    
    
  • High dispute volumes
    
    
  • Tech outages during ME Bank’s system updates
    
    

You’ll be updated during the process and notified when the refund is final. If things drag, follow up with your reference number.

ME Bank refunds go to the original payment source:

• 🏦 Account Credit – If it was a debit card or direct account withdrawal, expect a credit back into that account.
  
  
• 💳 Card Refunds – Credit card or Visa Debit refunds go back to that card/account.
  
  
• 💸 Fee/Interest Reversals – If a disputed charge caused overdraft or lost interest, ME Bank may credit those amounts too.
  
  
• 🏁 Closed Account? – ME will arrange payment via bank cheque or alternate account (after verifying your ID). Use their Remediation Funds Owed process if you’re no longer a customer.
  

Refunds are never sent in cash and usually follow anti-fraud rules: original method, same account holder.

Some customers hit snags during the refund process:

• 🐌 Long Waits – Chargebacks can take 6–8 weeks. Many users feel anxious during the delay.
  
  
• 📞 Support Struggles – ME Bank has no physical branches. If phone support is overwhelmed, it can be hard to get through. (Try calling at opening time or using app chat.)
  
  
• 🧩 Poor Communication – Denials sometimes lack clear explanation, frustrating customers.
  
  
• 📄 Missing Evidence – Without receipts or proof of merchant contact, your claim might fail.
  
  
• ⌛ Missed Deadlines – Disputes beyond 120 days may be rejected by card networks.
  
  
• 🔧 System Glitches – Past tech rollouts caused downtime that complicated access and resolution.
  
  

📌 Solution: Act fast, document everything, and escalate clearly if needed. If all else fails, AFCA is your backup.