Unrecognised transactions

Here’s what to do if there’s a transaction on your statement you don’t recognise. 

Don't recognise a transaction?

First things first, here’s a checklist that might help jog your memory:

  • enter the name into a search engine to see if the retailer trades under a different name
  • remember: hotels, taxis, airlines and car hires sometimes make additional charges, which can be a few weeks later
  • check if it was made by someone who shares your account or holds an additional card on your account
  • check if it's an auto-renewing subscription or an on-going payment you've set up previously
  • check if a free trial has ended and you've started paying for it
  • check your receipts and inbox for a payment of the same amount on the same date.

Don't recognise a transaction?

Did you know you can use our App to find out more information about a transaction on your 1st Account? You can see things like retailer, date, amount and reference. You can also use Insights to manage categories for your transactions.

 

To do this just select the transaction you want to know more about.

 

If you don't recognise the payment, you can select 'Don't recognise this?' to see all the ways you can get in touch with us.

How to dispute a transaction

We know you might not notice an unusual transaction immediately. However, we can typically only look into disputed transactions within 120 days of the transaction date or when you were due to receive what you paid for.

That's why it's always a good idea to review your statements often, to make sure everything’s as it should be.

To dispute a transaction, here’s a list of details you’ll need to gather before you contact us. 

Details we need

  • debit or credit card details
  • account details
  • transaction details.

Proof we need

  • invoice with product/service, cost and date of purchase
  • letters or emails between you and the company, trade association or administrator
  • the retailer's purchase or booking T&Cs (not web links)
  • if there's a fault, we'll need an independent report by an expert.

How long you've got to do it

  • within 120 days of the transaction date
  • or within 120 days of when you were due to receive the goods

You should review your statements often to make sure you don’t spot something unusual after this time.

Contact us

If you still don't recognise the transaction, you can chat with us in our App. Go to the ‘Help’ section and select ‘Chat now’. Or you can chat with us via Online Banking by selecting ‘Message us’ and we can look into raising a dispute for you.

 

We're available 8am-8pm Monday to Friday, 8am-7pm Saturday and 10am-6pm Sunday.

Outside of these times, please call us on 03 456 100 100.

Frequently asked questions