Disputing a Transaction
If you find a transaction on your credit card or debit card statement that you do not recognise or believe to be incorrect, there are a few things you should do:
1. First, check your statement thoroughly:
a. Review the date and the amount of the transaction to see if you are able to remember if you used your card at the time and place.
b. Sometimes companies and retailers use a different trading name to the billing name that appears on the statement. If you have Internet Banking with HSBC, you can also see more information about where you used your card.
c. If the date or amount looks incorrect, check your purchase receipt. If the amount is different make sure it's not a result of the exchange rate on an international transaction or a surcharge applied by the merchant or retailer.
2. If you have an additional card holder on the account check with them to see if they made the purchase.
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.
How we process disputes
Once we receive your completed Transaction Dispute Form (PDF , 61 KB) we will help you investigate:
- Transactions you believe are incorrect (amount or merchant),
- Transactions you believe you did not authorise,
- Transactions you may suspect are fraudulent,
- Duplicated transactions,
- ATMs that have given you the incorrect amount of money,
- 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
- Re-occurring direct debits and regular repayment authorities that you have previously cancelled or you do not recognise (for example: Gym membership or Health insurance).
Our ability to help will be limited by contracts that you may have signed with the store/merchant. We may not be able to help in some cases such as billing disputes, contract related disputes or disputes about the quality of service provided by a merchant. In these instances, we will ask you to contact the merchant or service provider directly.
We will confirm that we have received your form in writing, and will keep you updated as we progress with the investigation. 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.
As part of our investigation, we will act as a liaison between you and the merchant's bank. 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.
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.
What happens when our Dispute process is complete
When we have completed our investigation you will be informed of the outcome in writing. Upon receipt of our letter you will need to consider whether you agree with the outcome or if you wish to further dispute the transaction.
If you agree that you are responsible for the transaction after we have provided you with supporting information, you do not need to do anything further. However, if you disagree with our findings and wish to investigate further, you will need to provide a written reply to the documentation we sent you, outlining your reasons on wanting to further dispute the transaction. When we receive this, we will continue with the investigation until a decision can be reached.
When a transaction dispute is found in your favour the transaction may be charged back to the merchant's account and the funds re-credited to your account. 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.
Disputes about direct debits
If your dispute is about a direct debit from an HSBC bank account, we will assist you in cancelling the direct debit on the spot. When cancelling these types of direct debits, you must notify the Merchant to permanently cancel the Direct Debit before or at the same time as you notify us via the transaction dispute form.If you have already attempted to cancel your direct debit directly with the retailer or service provider and your attempt has been unsuccessful, we may be able to help you access a chargeback to your account.
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.
For more information and to find out if you are eligible to claim a chargeback, visit our Frequently Asked Questions page.
For existing customer with access to online banking