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You can’t stop or cancel a transaction while it’s still pending. Only the Merchant (that is, the service provider or business that the money is going to) can request to release or reverse a pending transaction. To do so, they’ll need to submit a request to us, providing the following transaction details on their company letterhead:

  • Card number
  • Expiry date
  • Cardholder name
  • Authorisation number, if available
  • Amount of authorisation

The Merchant can send the request to us by email (DQ& or fax (07 3031 2626). If we don’t receive all these details from the relevant merchant, we may not be able to release or reverse a pending transaction.

Alternatively, you can wait until the transaction has gone through and dispute it, by calling 13 11 55 or visiting a Suncorp store.