What to do if you find a transaction you don’t recognise on your Suncorp Bank Visa Debit card
Disputing An Unauthorised Visa Debit Card Transaction
What to do if you find a transaction you don’t recognise on your Suncorp Bank Visa Debit card
Disputing An Unauthorised Visa Debit Card Transaction
How to dispute a Suncorp Bank Visa Debit card transaction
If you find a transaction that looks wrong or suspicious – here’s what you can do.
The advice on this page covers Suncorp Bank Visa Debit card transactions. Find out more about how to dispute credit card transactions.
Step 1
Before disputing a transaction
If you don’t recognise a payment, or you’re worried it may be fraudulent, check the transaction was not:
- made by any other cardholders on your account
- from a recognised business that may be using a different merchant name
- part of a regular membership, subscription, or in-app purchase
- a payment you made a few days ago - sometimes payments don’t appear on your statement immediately
- a pre-authorisation, which is like a deposit that the merchant uses to cover any future costs; this may happen when you book a hotel room or dinner reservation.
Try resolving the issue with the merchant first. This is often the quickest option.
If you’re not able to resolve the issue with the merchant, you can dispute a Visa Debit card transaction through the Suncorp Bank App.
Understanding the merchant details page
Sometimes a business may use a different ‘merchant name’ from their recognised brand name. If you don’t recognise the merchant’s name, you can tap the transaction in the Suncorp Bank App for more detailed information, such as the business name and location.
Suspicious transaction? Temporarily lock your card
If you’re unsure if a transaction is fraudulent, you can place a temporary lock on your card while you investigate. You can do this quickly in the Suncorp Bank App.
Once you’re confident the transaction isn’t fraudulent, you can use the Suncorp Bank App to unlock your card again.
Step 2
How to dispute a Visa Debit card transaction in the Suncorp Bank App
Once you’re certain that the Visa Debit card transaction is either fraudulent or a mistake, you can raise a dispute in the Suncorp Bank App. Make sure you have the latest version of the App downloaded before you start.
1. Tap the transaction you want to dispute.
2. Check the transaction details and tap ‘Something not right?’
- If you believe the transaction is fraudulent, tap ‘I didn’t make this transaction’.
- If you believe the transaction is an error or a mistake, tap ‘Something else is wrong’.
3. Follow the prompts to complete the dispute. Once your dispute is submitted, you’ll receive a dispute reference number on the confirmation screen in the App.
For fraudulent transactions
To process a dispute and protect your account, we’ll need to cancel your Visa Debit card and send a replacement. If your card is still active, follow the onscreen prompts to report your card as lost or stolen, even if it’s still in your possession.
You can continue to use your Visa Debit card in your digital wallet while you wait for your replacement card to arrive.
For errors and mistakes
You’ll need to provide evidence to support your dispute. This could be a copy of the order details, receipt of purchase, correspondence with the seller, photos of the product or the sellers refund, return and cancellation policy.
You can provide up to 10 items of supporting evidence. Accepted file types include JPEG, JPG, PNG, TIFF, GIF, TXT or PDF up to 10MB in size.
Step 2
How to dispute a Visa Debit card transaction in the Suncorp Bank App
Once you’re certain that the Visa Debit card transaction is either fraudulent or a mistake, you can raise a dispute in the Suncorp Bank App. Make sure you have the latest version of the App downloaded before you start.
- Tap the transaction you want to dispute.
- Check the transaction details and tap ‘Something not right?’
- If you believe the transaction is fraudulent, tap ‘I didn’t make this transaction’.
- If you believe the transaction is an error or a mistake, tap ‘Something else is wrong’.
For fraudulent transactions
To process a dispute and protect your account, we’ll need to cancel your Visa Debit card and send a replacement. If your card is still active, follow the onscreen prompts to report your card as lost or stolen, even if it’s still in your possession.
You can continue to use your Visa Debit card in your digital wallet while you wait for your replacement card to arrive.
For errors and mistakes
You’ll need to provide evidence to support your dispute. This could be a copy of the order details, receipt of purchase, correspondence with the seller, photos of the product or the sellers refund, return and cancellation policy.
You can provide up to 10 items of supporting evidence. Accepted file types include JPEG, JPG, PNG, TIFF, GIF, TXT or PDF up to 10MB in size.
How to raise a dispute if you don’t have the Suncorp Bank App
The fastest and easiest way to dispute a fraudulent Visa Debit card transaction is through the Suncorp Bank App. If you don’t have the App you can use the Visa Debit transaction dispute form (PDF) instead.
Step 3
What happens next?
Your case is now with our disputes team, and we’ll work to resolve this issue as quickly as possible.
Once we receive your dispute:
- You won’t be able to edit or make changes to the dispute via the Suncorp Bank App.
- You won’t be able to dispute the same transaction more than once.
- We’ll keep you updated by SMS and email.
- We may be in touch if more information is needed.
We take security seriously and we’ll investigate any fraudulent disputes as a priority. For transaction errors or mistakes it can take longer, as we’ll need time to contact merchants or other third parties.
FAQs
A recurring payment is when you give your credit card or debit card details (e.g. card number, expiry date, and security code) to allow a merchant or service provider to make regular scheduled charges. For example, you might pay for an online media streaming service or monthly subscription through recurring payments you’ve set up.
Please note that if your Visa Debit card details change (e.g. if your card is reissued or replaced), Visa may send this information to merchants who you have authorised to charge recurring payments. For example, if you have authorised a recurring subscription payment for a streaming service, Visa may give your new card details to the merchant and their bank to facilitate payment continuity. This means that the subscription payment may continue to be charged without you providing the updated card details (depending on whether the merchant receives this service).
Of course, you have the option to opt out of this service. If you would like to opt out of Visa sharing your updated card details with all merchants, please contact us on 13 11 75.
If you have any problems with recurring payments, such as incorrect charges, you may need to resolve it by talking to the Merchant or service provider directly.
The quickest way to resolve is by contacting the merchant. If you’re not able to resolve the issue with the merchant, you can dispute a Visa Debit card transaction through the Suncorp Bank App.
To dispute a transaction on your credit card please fill out the transaction dispute form for personal credit accounts.
Why can I not dispute a transaction that a joint account holder made?
Only the card holder can dispute a transaction.
What format does my supporting evidence need to be?
You can upload your evidence as a JPEG, JPG, PNG, TIFF, GIF, TXT or PDF, up to 10MB in size.
If your evidence is in a Word document (DOCX or DOC) you’ll need to save a copy as a PDF before uploading.
If the evidence you have is in the body of an email, the easiest way to provide a copy is by saving it as a PDF. If you follow the options to print the email, there should be an option to save to PDF as well.
You may also take screenshots and upload those instead.
What if I need to submit more than 10 files as supporting evidence?
Please submit the dispute request as normal and you’ll receive a confirmation screen with a reference number. You can contact us and quote this reference number to speak with one of our advisors about any additional evidence.
What happens if I need to edit my dispute?
Once you’ve submitted the dispute, you won’t be able make any changes. Don’t worry, we’ll contact you if we need further information.
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Use the secure messaging service
via Internet Banking.
Visit us
Find a branch, Bank@Post or ATM
near you.
Chat with us
Get 24/7 answers with Scout, our Virtual Assistant
