Is there a transaction on your statement that you think may be incorrect?
Or, maybe there is an issue with something you've purchased, or you've not received something you ordered? We're here to help if you need to dispute your transaction.
However, many of the following issues may be able to be resolved faster by contacting the business directly:
- the product is not as described and/or is defective;
- you did not receive the goods or services;
- you've been charged more than once;
- you've been charged an amount different to that which was agreed/disclosed.
Rule out transactions you don't recognise
Have you considered it's possible that:
- the business (merchant) is trading under a different name? (a Google search of the name showing on your transaction listing and/or statement may help identify the business);
- the transaction date on your statement may differ from the actual date of purchase;
- the purchase was made by a joint account owner or a signatory;
- the transaction was made in a foreign currency and converted into Australian dollars.
Still unsure? We're here to help
First, we need to understand if your concern is an unauthorised transaction and/or a dispute.
If you believe that you have an unauthorised transaction on your account, it is important that you contact us immediately by calling 13 11 82.
What is a Visa dispute?
A Visa dispute occurs if you believe a transaction on your statement is incorrect, if you haven't received a purchase or there is another issue with something you've bought using your Visa Card.
What is an unauthorised transaction?
An unauthorised transaction is one you did not agree to. Here are some examples of when a transaction is generally considered to be authorised by you:
- you provide your card details over the phone or internet to make a purchase;
- you present your card for payment (Paywave, with/without a signature);
- you use your PIN to authorise a card purchase;
- you sign a card slip to authorise a purchase.
Have you contacted the business directly?
Have you contacted the business directly? It's generally a good idea to contact the business first. This may remind you of a purchase you did make or a payment you did owe them.
In some cases (e.g. the goods haven't been received) we'll ask you to attempt to contact the business as a first step.
Resolving issues such as being charged more than once or unsatisfactory or defective products may also be done faster by contacting the business.
Is it something only the business or merchant can resolve?
While we do our best to help with your enquiries, there are certain things only the business (merchant) can resolve:
- refunds or exchanges if you change your mind;
- membership or monthly subscription payments which you authorised;
- issues with software you've downloaded.
If you feel you've been the victim of a cyber crime, visit the Australian Cyber Security Centre (ACSC) website for next steps or call us on 13 11 82.
Visa dispute form
If you've contacted the business directly but they didn't respond or were unable to assist you, our team is here to support you.
To provide us with the information we need:
1. Complete and sign the Visa dispute form
2. Email it to visadisputes@peopleschoice.com.au
Please ensure you attach all supporting information you may have. For example, receipts/proof of purchase, photographs of the item/s if not as described, copies of correspondence you have had with the business about the issue (e.g. email). We may also contact you to request further information if required.
Alternatively, you can call us on 13 11 82 and we'll mail the Visa dispute form out to you.
What can I expect after I contact People First Bank?
We will acknowledge receipt of your dispute within 10 working days. We may need to contact you for further information or documents to support your dispute. We'll be working hard to investigate and resolve your dispute as quickly as possible.
Guides and tips
Learn more about Visa card transactions
Find more tips and support on how to check your card transactions on our FAQs page.
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