How do I dispute a Visa or MasterCard Transaction?

How do I dispute a Visa or MasterCard Transaction?

How do I dispute a Visa or Mastercard Transaction?

A transaction dispute occurs when you or an additional cardholder questions a transaction charged to your Citibank Credit Card or Visa Debit Card account.

At Citibank we aim to make the experience as easy for you as possible by providing you with detailed information on the steps involved. Visa and MasterCard 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

  • Visa & MasterCard have a formal dispute process with set timeframes that Citibank must follow. To allow us to help you resolve your dispute you must contact us immediately on 13 24 84 when you identify a suspicious transaction - ideally this should be within 60 days of the transaction date.
  • If your dispute is not about a suspected fraudulent transaction, you should question the transaction with the merchant or service provider. If no resolution is agreed, Citibank will act on your behalf in the formal dispute process.
  • 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 Citibank receives 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. The bank 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 Citibank and assist with the case until a resolution is achieved.

Completed dispute forms signed by the account owner can be returned to:

Dispute form Fax (Preferred) Post
Dispute Investigation Request 1300 664 197 Credit Card Disputes
Transaction Services
Sydney NSW 2001

Please Note:

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

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