Reach out to us to initiate the dispute process. Provide us with the transaction details and your supporting documents. Complete the Contact Form below, or email us or call us.

Dispute a transaction?

Want to dispute a transaction on your Keogh’s account? Here’s how.

We’re here to help

If you see a transaction on your account that doesn’t look right, the fastest and easiest way to resolve it is to contact us. 

How you raise a dispute depends on the type of transaction you’re querying.

There are common reasons you might need to dispute a transaction. For card transaction disputes, you might have not received goods or services, your card might have been charged twice for the same item, or you’ve been charged the wrong amount. For transfer disputes, you might have transferred money to the wrong account and can’t transfer it back.

Whatever’s wrong, we’re here to help. When you raise a dispute, we’ll start an investigation into that transaction to find out what’s happened.

How to dispute a card transaction

A card transaction is when you make a payment using your card details online, in-store at an EFTPOS machine, or with your digital wallet. 

Before you dispute a card transaction

If you notice a card transaction that’s unfamiliar or incorrect, take these steps first:

• Check the transaction isn’t pending.

• You may see that a transaction is pending. This means it’s waiting for the payment to be processed by the merchant.
• You can only submit a dispute once the transaction has processed, as we’ll only start investigating once the transaction is no longer pending. It usually takes 3 to 5 business days for a pending transaction to either fully process or drop off from your transaction history. In extreme circumstances this may take up to 10 business days. 

• Confirm the transaction wasn’t made by another cardholder on the account.
• Search online to see if the unrecognised name is linked to a business you bought from.
• Check it’s not a purchase from a few days ago, as there can be delays between payment and the transaction appearing.
• Contact the us directly and try to resolve the issue. This is usually the fastest way to resolve a transaction dispute.
• Get more details about the transaction by logging into your other payment gateways like PayPal, App Store, Google Play, Shopify or Uber.

Search the transaction and merchant details by selecting the transaction in online banking or banking app.

How to dispute a transfer

A transfer is when you make a payment from your account to another BSB and account number, a PayID®, or a BPAY® biller.

Before you dispute a transfer

If you find a transfer in your transaction history that’s unfamiliar or incorrect, take these steps first:

• Check with any joint account holders to see if the transaction was made by them.
• Check where your funds were sent by heading to your internet banking online or banking app.
• If you know the recipient, we recommend you try to resolve the issue with them directly. This will often provide the quickest resolution.

How to raise a transfer dispute

If you’ve made a transfer to the wrong BSB or account number, it may have gone to an invalid or incorrect account. If it went to an invalid account, it may take 2 to 3 days to return to your account. If funds have gone to an incorrect account or you are unsure, please contact your bank to raise a dispute. Please note that we can’t guarantee the recovery of funds that were transferred incorrectly.

If you or another account holder didn’t make the transfer and believe it’s a suspicious transaction, please contact your bank for help.

How customers can lodge a dispute for Help and support

Complete our Contact Us for below to get in touch.