I didn't make that transaction
You have certain rights under the rules of your credit card schemes (e.g Visa) to dispute certain credit card transactions. Where you believe a purchase was not authorised or processed in accordance with your authority, or there is some other problem with the transaction, you may have a right to recover the amount of the purchase using the credit card schemes 'Chargeback Rules'
Suncorp's 'chargeback' process
Each Credit Card Scheme has included a dispute resolution process in its operating rules. This process outlines various circumstances and timeframes which you, as a credit card holder, can dispute purchases by asking us to charge back the transaction to the merchant who processed it. This process is called the 'Chargeback' process.
Provided your claim fits within any of the predetermined Chargeback Rules and you have notified us within the allowable timeframes, we will chargeback the transaction using this system as quickly and efficiently as possible. Sometimes disputed transactions can take some time to resolve, however we will let you know as soon as possible once we have been advised of the outcome. Where the investigation is resolved in your favour, Suncorp will credit the disputed amount back to your account.
Electronic transactions
If the transaction in dispute is an electronic transaction, for example an ATM withdrawal or EFTPOS transaction, the Electronic Funds Transfer (EFT) Code of Conduct may apply.
For Suncorp Visa Debit and Visa Extra Cards, details of your rights concerning Electronic Transactions can be found in the section called "EFT Transactions" in the Terms and Conditions for Suncorp Accounts and Conditions for Continuing Credit booklet. For Suncorp Clear Options, account details are included in the section called "General terms and conditions applying to EFT transactions" in the Suncorp Clear Options Credit Card and Rewards Program Terms and Conditions (PDF, 247k) (Section 20). For a copy, please contact 13 11 55, visit your local branch or go to suncorp.com.au.
How can you help?
- Check your account statement as soon as you receive it
- Act quickly when you think there is a problem. Should you choose not to act quickly then you may be liable for the transaction.
Time limits imposed by the relevant credit card scheme limit Suncorp's ability to investigate any disputed credit card transaction. When a suspect transaction appears on your account, it is important that you notify Suncorp immediately. If this does not occur, you may be liable for the loss on any disputed transaction. To dispute a credit card transaction, visit your local branch.
Before you ask us to look into it
If you wish to dispute a credit card transaction we recommend that you undertake the following steps before you ask us to investigate the transaction on your behalf.
- Contact the Merchant involved, as they may be able to assist with your initial query.
- Check your credit card receipts to see that you don't have a receipt with a corresponding transaction amount and date.
- Check carefully to ensure that you do not recognise the purchase. Some merchants register a different name on your credit card statement or use their head office as a location.
- Ensure that your supplementary cardholder has not made this purchase.
If you still do not recognise the transaction after taking these steps, please visit your local branch.
Please note however that if our investigation shows that the transaction was authorised by you, a Sales Voucher Request Fee will be charged to your account. This occurs when a merchant has provided Suncorp with substantial proof that they were authorised to process the transaction. Please check Suncorp's Lending Fees and Charges for additional information.
Citigroup Pty Limited ABN 88 004 325 080 AFSL 238098 ("Citigroup") is the credit provider and issuer of Suncorp Clear Options Credit Cards. Suncorp-Metway Limited ABN 66 010 831 722 ("Suncorp") promotes and distributes Suncorp Clear Options Credit Cards on Citigroup's behalf under an agreement with Citigroup. Under the arrangement, customers' credit card contracts and agreements (other than those relating to internet banking and telephone banking) including Suncorp Clear Options Rewards Program Agreement are to be entered with Citigroup. The words "we", "us" or "our" will generally read as a reference to Citigroup, but if the context requires these words to refer to Suncorp, they will refer to Suncorp undertaking actions or making relevant decisions for or on behalf of Citigroup.
