If you find a transaction that you do not recognise, or have issues with the goods received from the merchant, we recommend you contact the merchant in the first instance. If they have made an error, they can reverse the transaction.
We can dispute a transaction on your behalf when:
- Goods/services were not received
- Goods/services were received but were damaged or not as advertised
- Your credit card or card details have been stolen and used fraudulently by a third party
- A company promised you a refund but did not process the credit
- A company has charged you multiple times for a single transaction
- You cancelled your order but the company still charged your account.
If you don’t recognise a transaction, here’s some helpful information to help you work out where the transaction may have come from:
- Contact the merchant listed on your statement, if this is recognisable
- If there is another cardholder on your account, check to see if they recognise the transaction
- Complete an internet search of the merchant name to see if you recognise the company and, if so, contact the business to query the transaction
- If you’ve made purchases with overseas companies, the amount may differ due to the exchange rate and the currency conversion charge
- Did you sign up for a free trial? Check the terms and conditions. Unless you have cancelled before the trial ends, most companies will continue to charge your account
- If you have given notice to stop making recurring payments but are still getting charged, query this with the service provider/merchant directly.
Not all transactions appear on the exact day the transaction was made. There are various reasons for this:
- Online purchases or transactions made over the weekend often do not appear until the following business day (Mon – Fri). This is normal practice and due to bank processing times
- Some transactions could be pending. Hotels and car rentals often hold money against your account to secure a booking. Unfortunately we are unable to investigate a transaction for you while it is pending, it must be processed first.
Some companies use a different trading name when processing transactions. Here is a list of common merchant names:
- EziDebit. A direct debit solution used by a number of gyms/ fitness centres
- Epoch. A third party billing site for dating and adult websites
- ACC EPathway. Auckland City Council online fee payment portal – dog registration, LIM report paid online
- Ezipay. Caci Clinic, ABC Learning Day Care, Ashley and Martin, Anytime Fitness
- NZME. NZ Herald
- Ezifitness Centres. Part of EziDebit and charges for OpenAir Gymsports and Cheerleading centres, amongst others
- TWL. The Warehouse Limited.
Buy Now, Pay in Instalments Schemes:
- Ourpay NZ XX
- Laybuy XX
- Afterpay XX
- OxiPay XX
On your statement, the XX will be a number that correlates to the company.
If you still don’t recognise the transaction on your account or credit card, call us on 0800 269 296 (+64 4 470 3142 if you are overseas) or visit any ANZ branch. Depending on the transaction type, you may have up to 120 days from the transaction date to lodge a dispute. We may also need time to gather information and investigate on your behalf before submitting your case to Visa for dispute.