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How do I dispute a transaction on my credit card that I don't recognise?

Last Updated: 19 Aug 2020

If there's a charge you don’t recognise on your credit card and you want to dispute it, we recommend you do a little research to determine whether or not it's legitimate. Sometimes merchants bill under a different name, some common merchants are:

  • TWL (The Warehouse).
  • EziDebit (Used by a number of gyms eg Jett's).
  • Epoch (Third party billing site for dating and adult websites).
  • ACC EPathway (Auckland City Council – Dog registration / LIM report paid online).
  • ACNewcoreOnline (Auckland Council - Rate payments/Dog Rego etc).
  • Ezipay (Caci Clinic, ABC Learning daycare, Ashley and Martin (Hair regrowth clinic); Anytime Fitness). 
  • NZME (NZ Herald). 
  • Ezifitness Centres (Part of Ezidebit and charges for OpenAir Gymsports and Cheerleading centres amongst others).
  • PartPay (Where the purchase price is split into equal payments across four fortnights, so you will see four payments for the purchase).

If you've spotted an error with a transaction (e.g. an incorrect value or you were charged twice) or if you've got a dispute with a merchant (e.g. you didn't receive your purchase or you received damaged goods) then contact the merchant directly to resolve the issue. Do the same if you notice you're still being charged for a subscription or membership that you've cancelled.

If you still need to dispute a transaction please phone our Contact Centre on 0800 803 804 or drop into any ASB Branch to have your dispute lodged. You need to notify us within 30 days of the closing date on your statement (otherwise we may not meet the timeframes for the Visa Disputes process).

If your credit card has been stolen, you can cancel and replace it via the ASB Mobile Banking app or in FastNet Classic internet banking. If you have ASB Card Control in the ASB Mobile app you should temporarily lock your card immediately if you notice a suspicious or unauthorised transaction.


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