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Disputing a Transaction

Common questions for customer looking to dispute a transaction on their HSBC account

Common questions for disputing a transaction

I don’t recognise a transaction on my account?

If you've checked everything and you still don't believe the transaction or purchase is yours, now is the time to contact us and we will investigate the matter for you. We may lose our right to exercise a chargeback right on your behalf under the card scheme if you do not contact us within 30 days of the statement date of when the transaction was charged.  We will investigate disputed transactions under the ePayments Code where they are reported to us outside of the card scheme timeframes.  The ePayments Code regulates electronic payments, including ATM, EFTPOS and credit card transactions, online payments, internet and mobile banking and BPay. 

For more information, visit our Disputed Transactions page.

What is a credit and debit card transaction dispute?

You may wish to dispute a credit or debit card transaction when you find a transaction on your credit card or debit card statement that you do not recognise or you do not believe is correct.

Please refer to HSBC's Transaction Dispute page to find out more information.

What type of transactions can I dispute?

  • Transactions you believe are incorrect (amout or merchant),
  • Transactions you believe you did not authorise,
  • Transactions that you may suspect are fradulent,
  • Duplicated transactions,
  • ATMs that dispensed and incorrect amount,
  • Goods or services that you did not receive or that were faulty (in these cases we may ask you to contact the merchant in the first instance), or
  • Reocurring direct debits and regular repayment authorities that you have previously cancelled or you do not recognise (for example, Gym membership or Health insurance)

HSBC may not be able to assist you with disputes about:

  • Quality of service provided by a merchant
  • Contract related disputes
  • Billing disputes
  • Buyer's remorse

When should I lodge a dispute?

You must inform us of any suspected unauthorised transaction/s no later than 30 days after the statement date of when the transaction was charged. However, we recommend that you notify us immediately if you suspect an unauthorised transaction has occurred.

What payments do I need to make to my credit card when a dispute is in progress?

You must still make at least the minimum repayment amount to avoid a Late Payment Reminder Fee and additional interest.

What happens if the dispute is not resolved in my favour?

If the dispute is not found in your favour, we will inform you of the next steps and advise you how to escalate the matter should you feel that we have not adequately addressed your concerns.

Please refer to HSBC's Transaction Dispute page to find out more information.

What is the process for resolving a dispute?

Once we have received your completed Transaction Dispute form, we will confirm that we have received your form in writing. We may also contact you to discuss your dispute to try and assist you by giving more information about the disputed transaction, or by performing a quick internet search to help you locate details about the merchant.

In some instances we may request more information and evidence to progress the dispute resolution. Specifically, if you believe you are a victim of fraud, identity theft or other illegal activity, we may ask you to report the matter to the police in first instance.

For more information, please refer to HSBC's Transaction Dispute page to find out more information.

What time frame will you resolve my dispute?

We aim to complete any investigation and provide you with a written response within 60 days from the date we receive your transaction dispute request. The timeframe can exceed 60 days if there are delays in receiving the necessary information to process the dispute from you or the merchant. We will inform you in writing if this is the case.

Disputed ATM withdrawal transactions are usually resolved within 21 days.

How do I lodge a transaction dispute?

You can lodge a dispute, download the Transaction Dispute Form (PDF, 61 KB) online. You must return the completed form no later than 45 days after the statement date of when the transaction was charged.

Mail:
GPO Box 4263, Sydney NSW 2001

Fax:
02 8987 5956

Alternatively you can contact us or find your nearest branch to discuss your dispute in person.

2 If you are a Corporate Customer, you should contact the Payments and Cash Management (PCM) Contact Centre on 1300 300 437 in the first instance.

Timeframes for reporting a transaction dispute

The terms and conditions for all HSBC credit and debit cards state that you must inform us of any suspected unauthorised transaction/s no later than 30 days after the statement date of when the transaction was charged. However, we recommend that you notify us immediately if you suspect an unauthorised transaction has occurred.

Credit card scheme operating rules impose time limits after the expiry of which HSBC is not able to reverse a transaction. The timeframe Credit card schemes apply can range between 75 and 120 days, depending on the type of transaction being disputed. In some cases where the ePayment Code applies, the time limits may not apply.

If you do not notify us in time, we may be unable to investigate your claim in which case you will be liable for the transaction.

What if I am not happy with the outcome of my dispute?

You can ask us to reconsider by providing us with additional information in writing. Alternately, you can contact us to file a complaint.

You can contact us to make a complaint by phone, fax, mail, by visiting a branch or via email.

2 If you are a Corporate Customer, you should contact the Payments and Cash Management PCM Contact Centre on 1300 300 437 in the first instance.

In the event you feel that HSBC has not adequately addressed your complaint or if we have not resolved your complaint within 45 days, you have a right to escalate the matter to an external dispute resolution scheme if the matter may be heard by that. Contact us to find out more about HSBC's complaints and feedback process.

What is a chargeback?

A chargeback is where a bank reverses all (or part of) the amount of a disputed transaction back to a Merchant's bank in accordance with the applicable card scheme rules set by Visa, MasterCard or American Express.

You can ask for a chargeback when you make a purchase using a credit card and:

  • Item not received: you don't receive the goods you ordered.
  • Item significantly different: you paid for an item but received an item significantly different than expected.
  • Unauthorised use: your credit card number is stolen and used fraudulently.

If you made this transaction using an HSBC credit card, you can request us to try and get your money back from the merchant/shop where you bought the goods from. It is important that you ask for a chargeback as soon as you realise something has gone wrong, because there are time limits.

What is the Bank's process for requesting a chargeback?

Firstly, a customer can lodge a dispute in relation to an unauthorised transaction by completing HSBC's dispute form or discussing the matter in a branch or over the phone with a customer service representative.

HSBC will then investigate the dispute and review the eligibility of transaction for chargeback. In the event the dispute is found in the customers' favour, HSBC will send the disputed charge to the Merchant bank.

The Merchant bank refers the dispute to the merchant, the place where the transaction was made, they will either accept the claim or not. If not, further investigate takes place. If the dispute is found in the customers' favour, HSBC will exercise a chargeback right and a credit will be posted to the customers' account. HSBC will then send a letter to the customer to advise the outcome of the dispute.

When am I eligible to request a chargeback?

HSBC will claim a chargeback right (if the right is available) for a transaction on your account if:

  1. you ask us to do so; and
  2. you give us the information and material we require to support the chargeback, within 30 days after the date of the statement on which the transaction is recorded.

Otherwise any chargeback we have under the rules of the card schemes may be lost.

We cannot claim a right of chargeback if:

  1. the right does not exist i.e. your claim must fall within a specific category before we can exercise our rights in respect of a disputed transaction. ; or
  2. your claim relates to a special promotion. Special promotional transactions are outside chargeback rights and any complaint should be directed to the merchant or us where relevant; or
  3. in relation to a BPAY transaction.

What happens if I do not tell HSBC about my disputed transaction until after the required timeframe?

The terms and conditions for your Bank account or credit card state that you must inform us of any suspected unauthorised transaction no later than 30 days after the statement date of when the transaction was charged. However, we recommend that you notify us immediately of any disputed transaction. Credit card scheme operating rules impose time limits after the expiry of which HSBC is not able to reverse a transaction. The timeframe Credit card schemes apply can range between 75 and 120 days, depending on the type of transaction being disputed. In some cases where the Electronic Funds Transfer Code of Conduct applies, the time limits may not apply.

If you do not notify us in time, we may be unable to investigate your claim in which case you will be liable for the transaction.

What are the Bank's obligations in relation to chargebacks?

As a subscriber to the Code of Banking Practice, HSBC has made a commitment to that to:

  1. Claim a chargeback right where one exists and the cardholder has disputed the transaction within the required time frame;
  2. Claim the chargeback for the most appropriate reason;
  3. Not accept a refusal of a chargeback by a merchant's financial institution unless it is consistent with the relevant card scheme rules; and 
  4. Include general information about chargebacks with credit card statements at least once every 12 months. HSBC place an insert into your credit card statement around about November each year.