BOQ Card Services are happy to help you locate and dispute transactions relating to Visa Debit, EFTPOS and ATM transactions. However, there are a few quick checks you can also do yourself that may assist in resolving the dispute.

If your dispute is related to a Credit Card, please contact us on 1300 55 72 72.

When to contact BOQ

It is best to contact us as soon as possible to assist you with:

  • Identifying transactions you don’t recognise.
  • Disputing payments where your purchase didn’t arrive or it differed from the description and the merchant is not responding to your enquiry.
  • Disputing payments where the amount taken differed from the agreed amount.
  • Disputing duplicated transactions.
  • Disputing payments where the goods delivered were damaged or faulty.

When to contact the merchant

  • When you are in disagreement about a bill from a supplier or merchant.
  • When you are disputing a contract.
  • When you have changed your mind and are trying to negotiate a refund or exchange

Before you dispute a Transaction

Here are a few things you can do before you contact us to dispute a transaction:

  • Check the transaction with any additional cardholders.
  • Contact the merchant directly, this is usually the fastest way to resolve a transaction dispute. Some organisations such as Apple, Google, PayPal and many others have their own payment dispute processes. 
  • If you don’t recognise the merchant name appearing on your statement, checking on google.com.au can sometimes help to determine the business trading name or business type.
  • Verify if the merchant is located overseas or the transaction occurred overseas, this can alter the amount based on the exchange rate at the time.

If you still wish to dispute the Transaction

If you’ve tried to resolve your dispute using these suggestions and had no success, you can ask us to dispute the transaction on your behalf. 

We can action this for you in person or over the phone at any BOQ Branch. You can also call our Contact Centre directly on 1300 55 72 72.

You'll need to have these details ready to raise the dispute:

  • your Customer Access Number (CAN)
  • card and account details where the transaction occurred
  • date, amount & description details of the transaction from your statement or Internet Banking
  • Any details of attempts to resolve with the merchant directly (e.g. emails, letters or records of phone calls)
  • Police Report details in the case of fraudulent transactions 
  • Provide any receipts and/or documentation relating to the transaction/dispute.

What happens next?

We'll submit your request to the merchant, and provide you with a dispute reference number.

For EFTPOS and ATM disputes it can take up to 45 days to resolve your dispute with the Merchant.

For Visa Debit disputes it can take up to 75 days to resolve your dispute with the Merchant.

We will contact you throughout the process via letter or email to provide updates or request further information when required.

How to cancel a disputed Transaction

You can cancel a dispute at any stage by simply contacting any BOQ Branch or our Contact Centre directly on 1300 55 72 72.

Please quote your dispute reference number if you have it handy, or your Customer Access Number (CAN).

Not happy with the Dispute Outcome?

If you feel the outcome of a dispute you lodged is unfair or unreasonable, this is what you can do.

Contact our Customer Relations team

Call our team: 1300 55 72 72

Get in touch: Customer Relations

Write to us at: 

Customer Relations
Reply Paid 2258, Brisbane QLD 4001

Lodge a complaint with AFCA

If your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA is an external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. AFCA provides fair and independent financial services complaint resolution that's free to consumers.

You can contact AFCA:

Website: afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing to: 

Australian Financial Complaints Authority
GPO Box 3, Melbourne, VIC 3001