How To Query A Transaction On Your ANZ Credit Card

It can often happen that you come across a transaction on your credit card statement that you do not immediately recognise.

When this happens, you should not panic because there is most likely a very simple and innocent explanation. Here are the steps you should take to resolve the query if this situation ever arises:

Step 1: Check your receipts against your statement:

If your receipts and card statement do not match, it may be down to one of the following:

• You don’t know the name of the company – Some companies use a different trading name to the place where the transaction was carried out. Contact the company to verify the trading name.
• The amount charged is different to your receipt – This can happen if the purchase was made abroad, or with an overseas merchant. Your card provider or the merchant will charge a mark-up on these transactions; which one does this is dependent on which currency you opted to pay in. Some service companies also charge an additional fee for card purchases.
• You don’t remember the transaction – Check if any additional cardholder has made the purchase, and check your receipts or your diary for clues.
• The transaction date is different to the receipt date – There can be a delay of up to seven days between the transaction and the charge to your account.

Step 2: Contact the merchant directly:

Try to resolve any problem with the merchant before contacting ANZ. The merchant may be able to help with your enquiry if:

• The product was faulty or not as described.
• You were supposed to receive a refund but this does not appear on your statement.
• A purchase has been duplicated or the amount charged is different to your receipt.
• You did not receive the goods or services that you purchased.

Step 3: If the merchant cannot or will not help:

If you have thrashed out your query with the merchant and have not received a satisfactory response, then you should contact ANZ immediately. Be aware that if you leave it any longer than sixty days following the transaction date, ANZ may not be able to assist because it is Visa, MasterCard and American Express rules that dictate such matters. The relevant documents or details must be provided to ANZ – this is stated in the credit card Terms & Conditions. An investigation may not be able to go ahead if ANZ is not in possession of the pertinent information.

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