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Dispute Transactions

How do I dispute a charge on my debit or credit card?

A transaction dispute occurs when you, or an additional cardholder, questions a transaction charged to your debit or credit card account.

We aim to make the experience as easy for you as possible if you find yourself needing to dispute a transaction, by providing you with detailed information on the steps involved. Mastercard® and Visa have set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.

We have also included some handy tips that may assist in avoiding future disputes.

Transaction dispute guidelines

  • If your dispute is not about a suspected fraudulent transaction, we strongly suggest you attempt to resolve the dispute with the merchant or service provider.
    For disputes that may arise due to COVID-19, please note that many merchants are proactively offering refunds and reasonable alternatives for future service. If no resolution is agreed, we will act on your behalf in the formal dispute process.
  • Mastercard and Visa have a formal dispute process with set timeframes that we must follow. To allow us to help you resolve your dispute you must contact us immediately on 13 24 84 or provide us with a completed Dispute Form when you identify a suspicious transaction - ideally this should be within 60 days of the transaction date.
  • In order for us to act on your behalf, we need you to provide us with all the available information and supporting documentation along with the Dispute Form signed by the account owner.
  • Once we receive your Dispute Form and supporting documentation, we will liaise directly with the merchant's bank to request a copy of the transaction voucher if appropriate (charges may apply) or a reversal of the charge.
    In the case of Mail or Telephone Order transactions, or PIN@POS, there is no 'transaction' voucher.
  • The merchant's bank will respond with either a copy of the voucher, a reversal of the charge or a request for more information. We will contact you by mail if further information is required - please ensure that you respond within the timeframes as advised on the correspondence to ensure that we can continue your transaction dispute.
  • Dispute cases can take up to a maximum of 180 days depending on the nature of the dispute, and it is important for you to stay in contact with us and assist with the investigation until a resolution is achieved.

 

Completed Dispute Forms signed by the account owner can be uploaded online or returned in the post:

Dispute Form Document Upload Feature (Preferred) Post

citibank.com.au/upload

Credit Card Disputes Transaction Services
GPO BOX 40
Sydney NSW 2001

 

Please Note:

Unauthorised transactions are charges that a cardholder claims to have never authorised. We must block your card before pursuing the dispute with the merchant's bank.

 

COVID-19 Dispute Information

During this unprecedented time the below information serves as a guide for disputed transactions that may arise due to COVID-19 restrictions.

In all instances, we strongly suggest you attempt to resolve the dispute with the merchant or service provider, as many merchants are proactively offering refunds and reasonable alternatives for future service.

Cardholder Cancellation FAQs

Merchant Cancellation FAQs

Other General Questions