Still waiting on a

Suncorp

refund?

You may be eligible for a refund from Suncorp in situations such as:

• Fraud or unauthorised transactions – Promptly reported card fraud is investigated and refunded under Suncorp’s fraud policies.
  
  
• Bank errors or incorrect fees – Mistaken charges, interest errors, or duplicate fees are reversed and refunded.
  
  
• Duplicate or mistaken payments – Double charges, incorrect amounts, or payments to the wrong account may be recoverable.
  
  
• Chargebacks for undelivered goods/services – Suncorp can dispute the transaction on your behalf when the merchant fails to deliver.
  
  
• Insurance cooling-off periods – Cancel within 21 days (general insurance) or 30 days (life insurance) for a full premium refund.
  
  
• Pro-rata premium refunds – Cancel mid-term without claims and receive the unused portion of your premium, minus any small cancellation fee.
  
  

Not typically eligible:

• Buyer’s remorse after services are provided.
  
  
• Authorised scam payments where you approved the transfer.
  
  
• Disputes raised after card network deadlines (~120 days).
  
  
• Insurance cancellations after claims are made.
  
  
• Non-refundable one-off fees or charges.
  

1. Confirm your refund reason – fraud, error, chargeback, or insurance cancellation.
   
   
2. Contact the merchant first (if relevant) – this can be the quickest resolution.
   
   
3. Gather evidence – receipts, order confirmations, policy details, or proof of return.
   
   
4. Submit to Suncorp:
   
   
   • Bank App: Tap the transaction, select “Something not right?” for card disputes.
     
     
   • Phone: Call 13 11 75 for banking disputes or 13 11 55 for insurance.
     
     
   • Online forms: Use Suncorp’s transaction dispute PDFs or secure remediation portal.
     
     
5. Provide details and evidence – via app upload, email, or secure link.
   
   
6. Track progress – monitor via SMS/email updates or call with your reference number.
   
   
7. Receive refund – funds returned to your card/account once approved.
   

• Instant/same day: Bank fee reversals and some merchant refunds.
  
  
• Card disputes: Few days to 45 days, depending on case complexity.
  
  
• Insurance refunds: 7–10 business days after cancellation.
  
  
• Remediation payments: Usually within 7–10 business days after confirming details.
  
  
• Merchant credits: 1–5 business days domestically, longer for international refunds.
  

• Back to your card – for transactions originally paid by debit/credit card.
  
  
• Direct deposit – EFT to your bank account for insurance refunds or remediation.
  
  
• Applied to loan/account balance – if linked to an active Suncorp account.
  
  
• Alternate account or cheque – if the original account is closed.
  
  
• No in-branch cash refunds – funds are transferred electronically.
  

• Disputing legitimate charges (e.g. merchant under a different trading name).
  
  
• Missing dispute deadlines (~120 days).
  
  
• Not providing requested documents.
  
  
• Merchant pushback requiring stronger evidence.
  
  
• Delays when refunds go to closed accounts.
  
  
• Provisional refunds reversed after investigation.
  
  
• No coverage for authorised scam payments.