We can help you to dispute a card transaction, known as a chargeback, where we may reverse all, or part, of the amount of the disputed transaction back to a merchant’s bank in accordance with the applicable card scheme rules.
You should report a disputed card transaction to us as soon as possible so that we may reasonably ask for a chargeback where such a right exists. You may lose your ability to dispute the card transaction if you do not report it within 75 days of the transaction taking place.
When you dispute a card transaction, we will, in relation to the card transaction claim a chargeback right, where one exists, for the most appropriate reason and not accept a refusal of a chargeback by a merchant’s bank unless it is consistent with the relevant card scheme rules.
The card transaction can also include an unauthorised payment debited to the account pursuant to a recurring payment arrangement.
A direct debit is a regular payment agreement between you and the merchant. This is where you allow the merchant to automatically debit your nominated account regularly to pay for goods or services that merchant provided.
We can provide you a direct debit list on your accounts, for the previous 13 months from your request. The list will include only those direct debits and recurring payments that are known to us from the information we receive about your transactions.
You can ask us to:
We will act promptly to assist with your request.
When we handle your request for cancellation or a complaint, you are not required to first raise the cancellation or complaint directly with the merchant bank. However, we suggest that you also contact the merchant bank.
If you have considered the above and wish to dispute the card transaction, please complete the following form and send it to:
Email: |
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Fax: |
02 8115 1016 |
Mail to: |
Reply paid 4577, Rabobank |
Alternatively, contact our Client Services Unit on 1800 025 484 in Australia or +61 2 8115 2240 if calling from overseas (6am-8pm, Monday to Friday, Sydney Time).
Please remember the process is not guaranteed and different card transactions have different timeframes within terms of resolution.