Before you raise a dispute.
Not sure if it's a dispute yet? Take a moment to check:
Is the transaction pending?
If the pending transaction relates to suspected fraud, please contact us immediately so we can cancel and replace your card. See FAQ for more details.
Could someone else have made the purchase?
Think shared accounts - like a family Uber Eats order or a saved card on a PlayStation account.
Is it a subscription or membership renewal?
These can sneak up on you. Check if it's a regular payment you've agreed to.
How to check transactions.
Tap the transaction in your ASB Mobile Banking app to see extra details, like location, business and time, to help you identify them.
Select your account.
Tap the transaction.
See more details.
-
Keep your card safe while you check. Learn how to temporarily lock your ASB Visa Credit or Debit Card here.
Ready to raise a dispute?
If you've reviewed the transaction and still think something's not right, here's how to get in touch.
Message our friendly chatbot Josie in the ASB Mobile Banking app.
Call us on 0800 ASB FRAUD (0800 272 372) or +64 9 303 0332 if you're overseas.
Visit a branch - find your nearest one here.
A few things we'll need from you.
To help us sort things quickly, make sure you have the following ready:
- The date when the transaction took place.
- The amount you were charged.
- Your reason for disputing the transaction.
- Any documents, receipts and communication you have from the business.
What happens next?
Once we've got everything we need, we'll get to work. Most disputes are sorted within 5 business days after the transaction has cleared. If it's a bit more complex, we may need more information - we'll keep you updated and let you know the timeframe.
If your dispute is successful:
- We'll confirm the outcome by email or letter.
- The refund will be credited to the account the transaction came from.
- If that account's closed, we'll ask for another one to send the refund to.
- The credit will appear as the date the disputed transaction was processed.
Frequently asked questions.
What do I do if I see fraud on my account?
Once you've confirmed that you or a family member hasn't made the transaction, contact us to cancel and replace your card.
We're here for you 24/7. If you're worried that there has been a breach in your ASB account security, please contact us immediately on 0800 ASB FRAUD (0800 272 372) or +64 9 303 0332 if you're overseas.
What if the transaction is still pending?
Pending transactions can take 4 - 5 days to process. You will need to wait until the transaction is processed before raising a dispute. Pending charges often come from initial / estimated or incremental authorisations, like hotels or car rentals, when the final amount isn't yet known or may change before final billing.
For example: a hotel might put an initial hold of $100 on your card when you check in. If you order room service for $50, they'll update that authorisation to $150 - continually updating to match your additional spend during your stay. Once you checkout, the final total is charged in one go.
Suspected Fraud transactions: If you or an authorised person such as a family member didn't approve the transaction, contact us immediately at 0800 ASB FRAUD (0800 272 372) or +64 9 303 0332 if you're overseas, or visit your local branch to cancel and replace your card to prevent further fraud.
How long do I have to raise a dispute?
Let us know within 60 days of the transaction appearing on your ASB account. For issues where goods were not delivered or a service was not provided as expected, contact us within 60 days of the date the delivery or service was supposed to occur.
If more than 60 days have passed, you can still get in touch. The transaction may still be within Visa's dispute timeframes, and we'll do our best to help.
What happens after I lodge my dispute?
We'll review your submission and may reach out if we need more information. You'll receive an update from us within 5 business days, letting you know the outcome or if we need additional details regarding your claim.
-
Tip: Even if your card expires, recurring payments may still go through on your new card. To stop them, just contact the business directly.
What are recurring transactions and subscriptions?
These are regular payments you've agreed to, like streaming services or gym memberships. When you sign up, you give authority to charge your card at set intervals, and they continue until you or the business cancels.
-
Tip: Keep receipts, emails, or screenshots related to your dispute - they help speed things up.
I have an issue with something I bought.
Try contacting the business first, it's often the quickest fix. If that doesn't work, we can help if:
- You were charged multiple times for the same purchase.
- You were charged the wrong amount.
- You didn't receive what you paid for.
- What you received was faulty or not as described.
- A promised refund wasn't processed.
You'll need to provide evidence - like order details, receipts, emails, or photos.
How can I protect myself from scams?
If you want to learn more about keeping your money safe online, visit the ASB Scam Hub for:
- The latest scam and fraud trends.
- Tips to protect your money and personal info.
- Advice for spotting suspicious activity.
How do I update my contact details?
If you've moved, changed your phone number or email address, you can update them yourself via FastNet Classic and the ASB Mobile Banking app. Otherwise, give us a call on 0800 803 804 or head to your nearest branch.
-
Tip: Keeping your details up to date helps us support you faster.