Disputed Transactions

Do you want to question a transaction on your Visa credit or debit card account?

If you find a transaction on a statement or ATM receipt that you have doubts about, there are a few things you should do before you contact us:
  • Compare your receipts and statements. Check the date of the transaction to see if you are able to relate the purchase to something you bought on the same day. Sometimes companies have a different trading name to the billing name that appears.
  • If the amount charged shows up differently, check your purchase receipt. If the amount is different it could be as a result of the exchange rate on an international transaction or a surcharge applied by the store/merchant.
  • If there is another card holder on the account, check if they made the purchase.
  • If you’ve checked everything, and you’re still unsure about the transaction, simply visit your nearest branch or call us on 131422, and we’ll do our best to investigate.

What can we help with?

We’ll be able to help you with most enquiries, such as:
  • Transactions you don’t recognise (unauthorised transactions)
  • Transactions where you have signed up to a free trial, and inadvertently subscribed to a recurring service
  • Goods and services that were not received
  • Goods which aren't as described, or are defective or counterfeit
  • Duplicated transactions
  • Transactions where the payment amount differs
  • Refunds that have been promised but not received
Please note, a transaction can only be disputed once the store/merchant has processed it in full. Also please note that Visa has rules in place about the time frame for disputing transactions.

How to do I lodge a dispute?

It’s very important that you contact us as soon as you can.

Please complete the Disputed Transactions form in full and return to us by fax, email or post, or to your nearest Heritage Branch. 

If you are unsure of what information you need to provide, please contact us on 13 14 22.

Unauthorised transactions
 
If you do suspect an unauthorised transaction on your card, you MUST cancel your card immediately. This will stop any further use of the card.

For disputes relating to unauthorised transactions, we may request a Police Report from you.

We will also need to know the location of the card at the time of the transaction occurring (for example, was the card in your wallet, lost, stolen or left at a friend’s house?).

What happens after I submit a dispute?

We will acknowledge receipt of your dispute in writing.

We may need to contact you if we need additional information to support the dispute, such as:

  • A description of the goods and services ordered;
  • Details of why you are disputing the transaction;
  • Details of when you expected to receive the goods or services and how they were to be delivered;
  • Details of when you cancelled, or last tried to resolve the dispute with the store/merchant (including when, how, and the outcome); and
  • Details of when and how you returned the merchandise (if applicable)
We will act as a liaison between you and the store/merchant’s financial institution. If we receive merchant documentation, we will contact you to verify, accept or dispute the transaction further.

NOTE: In some instances, we may process a temporary credit to your account while we investigate. If dispute is not found in your favor, we will reverse that credit at the conclusion of the investigation.

What happens if I report an ATM dispute?

  • Once we receive your dispute form, we’ll start an investigation
  • If the transaction was done using your Heritage card at another bank’s ATM, we’ll contact the other bank for details. In these cases, we need to wait for the other bank to confirm the results of the investigation before we’re able to advise you of the result. If Heritage is unable to intervene on your behalf, we will advise you in writing.
  • If the transaction was at a Heritage ATM using another bank’s card, then you’ll need to contact that other bank to resolve the issue.

How long will it take to resolve my dispute?

Most Visa disputes are resolved within 60-90 days from the date we receive your dispute.
 
For all other disputes, Heritage will aim to investigate and finalise your dispute within 21 days.
 
Occasionally, disputes may take longer to resolve. In this case, we will keep you up to date during the process and contact you in writing if we need more time.

Can I cancel a dispute?

Yes. You can cancel your dispute at any time by contacting our Contact Centre on 13 14 22.

What can I do if I am unsatisfied with the outcome of the investigation?

If an issue is not resolved to your satisfaction then you may request a review. Heritage has a specialised Customer Relations Team to expedite the investigation of complaints and other customer related issues. The Customer Relations Team reports directly to Senior Management and ensures that your concerns are addressed in a timely and impartial manner. 

The Customer Relations Team can be contacted via email, letter or telephone.

  • Email: feedback@heritage.com.au
  • Telephone: 07 4694 9130
  • Mail:
    Customer Relations
    Reply Paid 190 
    Toowoomba QLD 4350

You will be contacted to acknowledge receipt of your complaint within five working days. We will usually complete our investigation of your concerns within the following time frames:

  • General complaints within 21 days
  • More complex complaints within 45 days
  • Complaints we are trying to resolve by exercising rights under the Visa rules within 60 days

Should it take longer than 21 days to investigate your complaint, we will keep you informed about our progress.

How we resolve your concerns

All Heritage disputes using a card and PIN are governed under the ePayments Code of Conduct outlined in the Guide to Heritage Deposit Products.

If Heritage is unable to resolve your concerns or you are unhappy with the outcome provided, you may request an independent review by the Australian Financial Complaints Authority (AFCA).

  • Email: info@afca.org.au
  • Mail:
    Australian Financial Complaints Authority
    GPO Box 3
    Melbourne VIC 3001
  • Telephone:  1800 931 678
  • Online: www.afca.org.au

Please note, AFCA may firstly refer you back to our Customer Relations Team if they believe Heritage has not yet had an opportunity to resolve the issue.