Credit Card Dispute Enquiry

17. Can the bank help to dispute a transaction on the basis of non-delivery of goods or services by the merchant?

If a merchant fails to deliver goods or services within the timeframe agreed in the sales agreement, you may file a dispute with by calling into our Consumer Contact Centre and completing a Transaction Dispute Form.

To support your dispute, you may be asked to provide relevant supporting documents such as:

- Proof of the agreed delivery timeline, such as an order confirmation or sales agreement

- Copies of your communication with the merchant showing that you notified them of the non-delivery and did not receive the goods or services as promised

The bank will review the documents and assist you in raising the dispute through the appropriate channels.