skip to log on skip to main content
VoiceOver users please use the tab key when navigating expanded menus
Find ANZ Support Centre
Find ANZ Support Centre

View or dispute your transactions

You can view, search, print and even download your transaction details.  If you believe a transaction has been made in error, you can lodge a dispute for that transaction.  We'll show you how. 

 

View your transaction details

How to view your transactions in the ANZ App

You can use the ANZ App to view your transactions while on the go.

  1. Log in to the app
  2. Choose the account you want to look at
  3. Transactions should be displayed under your account details. Scroll down to view older transactions
  4. You can also tap on a transaction to open it up. This may show you more information such as the location of the merchant, contact details and any other name that the business may trade under. Sometimes this can help if you don't immediately recognise a transaction. 

How to view your transactions in Internet Banking

You can use Internet Banking to view your transactions quickly and easily:

  1. Log in to Internet Banking
  2. Choose an account from the list on your home page
  3. Select Transaction history if not already displayed
  4. If you have pending transactions, you will find them in the expandable Outstanding authorisations section
  5. Some transactions show an arrow to the right of the description. This may show you more information. 

More Internet Banking options...

Print transactions

If you wish to print your transactions for your own records:

  1. Log in to Internet Banking
  2. Select the account you'd like to print transactions for
  3. Select the Print icon at the top of the page. Up to 100 transactions will display in a print-friendly version of the page
  4. Click Print to print these transactions
  5. To print more than 100 transactions, select Search, Download and the Transactions tab and print from there. 

Download your transactions

  1. Log in to Internet Banking
  2. Select the account you want to search
  3. Click the Download option under the Transactions tab
  4. Select a search period. Choose from Duration or Date Range. Under Duration you can search up to a maximum of two years, or you can specify your own dates using the Date Range selection
  5. Choose the software package  from the drop down list or download as a CSV file
  6. Select Download to begin the download process. When prompted, Save the file to your preferred location. 

Search your transactions

How to search your transactions in the ANZ App

You can use the ANZ App to search your transactions quickly and easily:

  1. Log in to the app
  2. Choose the account you want to search
  3. If you're using an iPad or iPhone, the search box is located between the account information and the transactions. If you're using an Android device, you can tap Search in the bottom right hand corner
  4. Enter a search word for the transaction you’re trying to find and you’ll see transactions that match your search
  5. You can also tap on a transaction to open it up. This may show you more information such as the location of the merchant, contact details and any other name that the business may trade under. 

You can also view a list of your Ongoing & One-off Payments in the ANZ App by tapping More, tap Ongoing & One-off Payments and choose your eligible account to view. Learn more

How to search your transactions in Internet Banking

Use your Internet Banking search to find the transaction you're looking for:

  1. Log in to Internet Banking
  2. Select the account you want to search
  3. Click the Search option under the Transactions tab
  4. Select a search period. Choose from Duration or Date Range. Under Duration you can search up to a maximum 2 years, or you can specify your own dates using the Date Range selection
  5. From the dropdown list, select the transaction types, then hit Search
  6. View the results based on your search criteria. You also have the option to print transactions. 

 

Something doesn't look right?

Viewing the details of a transaction can be helpful if you don’t immediately recognise it and wish to find out more about the payment. Here are some things to consider that may help clear things up. 

If you're still unsure you can dispute the transaction so that it can be investigated.

Overseas purchases

Is the amount charged to your account different from the amount on your receipt? This could happen if a purchase is made overseas, or from a merchant that’s located overseas.

If you've made a purchase but the transaction date is different, there may be a delay (up to seven days) between your purchase date and when it’s charged to your account.  Fluctuating exchange rates may vary the amount you're charged, surcharges and transaction fees may also apply.

Look who's charging

Did you know you can now see more information about your purchases in the ANZ App and get in touch with the business charging you in just a few taps?

Tap on a transaction to see the location of the business on a map. Perfect for double checking transactions you’re not too sure about – or retracing your steps after a shopping trip.

If something still doesn't look right, please follow the steps below to dispute a transaction. 

Try contacting the merchant directly

You can also contact the merchant directly to resolve the issues listed below:

  • Defective or unsatisfactory products
  • Merchant refunds not yet received
  • Purchases charged more than once
  • Differences in amounts on your receipt and statement
  • Goods or services you haven’t received
  • If you recognise the merchant, but not sure why you've been charged
  • Refunds for returned purchases, such as a 30-day money back guarantee.

Dispute a transactiondisclaimer

How to dispute a transaction in the ANZ App

If you think the transaction was unauthorised or the result of a scam, you should call ANZ immediately. However, if you see a transaction that doesn’t look right for another reason, and you don’t think your account is at risk, there are a few things you can check before you give us a call:

  1. Investigate the transaction by using the view and search transaction instructions above. Sometimes this may jog your memory on a legitimate payment but, if it still doesn't look right, continue to the next step
  2. Confirm the transaction has processed to your account. Transactions can show as Pending in your transaction list in the ANZ App or as Outstanding Transactions in Internet Banking. We suggest you wait until the transaction has been processed before lodging a dispute
  3. Choose the account that contains the transaction you'd like to dispute
  4. Tap on the transaction. This will open up the transaction details. You may see some helpful information on how you might be able to dispute the transaction directly with the merchant before you give us a call
  5. Tap on Something not right?
  6. You can query a transaction you don’t recognise by sending a message to the team that can help. Scroll down to the bottom of the screen and tap Message us or you can call us.

We’ll look into it and give you updates along the way. Time limits apply, so it’s important you contact us as soon as you can. But before you send us a message or call us, make sure you’ve gathered the following information:

  • Account name and/or number
  • Date the transaction was processed
  • Exact description of the transaction
  • Amount of the transaction

If possible, it’s also helpful to collect other supporting documents such as receipts, bank statements, photographs of the item and business’ contact details.

How to dispute a transaction in Internet Banking

If you think the transaction was unauthorised or the result of a scam, you should call ANZ immediately. However, if you see a transaction that doesn’t look right for another reason, and you don’t think your account is at risk, there are a few things you can check before you give us a call:

  1. Investigate the transaction by using the view and search transaction instructions above. Sometimes this may jog your memory on a legitimate payment but, if it still doesn't look right, continue to the next step
  2. Confirm the transaction has processed to your account. Transactions can show as Pending in your transaction list in the ANZ App or as Outstanding Transactions in Internet Banking. We suggest you wait until the transaction has been processed before lodging a dispute
  3. Select the account that contains the transaction you'd like to dispute
  4. This will open up the Account Overview page for that account. Now make a note of the following information for each transaction you'd like to dispute:
    • Account name and/or number (at the top of the page)
    • Date the transaction was processed (in the Date column)
    • Exact description of the transaction (in the Description column)
    • Value of the transaction (in the Amount ($AUD) column)
  5. From the panel to the left of the screen, select Lodge a transaction dispute and follow the steps
  6. Read the instructions on the disputes process and the alternative methods of lodging your dispute. If you’re happy to proceed, select Continue
  7. Select Add a transaction and enter the transaction details
  8. Select Add and:
    • If you wish to enter another transaction dispute, repeat this step, otherwise, proceed to the next step
    • Or, if you wish to delete a dispute, select the cross icon in the top right-hand side of the transaction panel
  9. Select Submit to lodge your dispute.

At this point, your request has been submitted and we will begin our investigation.

Alternative ways to lodge a disputedisclaimer

If you’re having trouble lodging a transaction dispute online, there are other ways you can do this.

Download the dispute form

Download and complete the Customer Transaction Dispute Form (PDF). It lists the information and documents you'll need to provide.

Get the form sent to you

If you can't download the form, call us on 13 22 73 (or +61 3 9683 9999 from overseas) and we'll send it to you.

Message Us in the ANZ App

You can query transactions you don’t recognise via Message Us in the ANZ App.

Tap on the transaction, then tap Something not right? and scroll down to the bottom of the screen and tap Message Us.

Visa, MasterCard and EFTPOS have their own procedures and timeframes for resolving disputes, and we’ll need to follow their respective processes.

To further understand the investigation process for resolving a transaction query, please refer to the ANZ Credit Cards Conditions of Use (PDF 428kB) for more information.

What happens next?

Submitted your request?

Once we've received your request to dispute a transaction, we'll send you a letter or email to confirm that we're looking into it for you. We may need further documentation from you to assist with the investigation. If this is the case, we'll contact you by phone, email or securemail.

Temporary credit

When investigating transactions we want to make sure you're not disadvantaged, so we may provide you with a temporary credit. If this is the case, we'll notify you by letter or email, stating the temporary credit and timeframe for your enquiry to be resolved. The timeframes may differ depending  on your payment type (e.g. Visa, MasterCard, EFTPOS).

When a merchant gives a refund

If the merchant refunds the transaction, we will notify you by letter or email of the outcome and reverse the temporary credit that was previously provided. Alternatively, if you receive a refund from the merchant, please let us know and we will close the dispute and consider it resolved.

When a dispute is declined

If your disputed transaction is investigated and subsequently declined (e.g. it turns out to be a legitimate transaction), then we will arrange for the reversal of the temporary credit. You'll either receive correspondence, or we'll be in touch, to let you know the outcome. 

No response from the merchant

If there is no response from the merchant within the relevant timeframe for the payment type (e.g. Visa, MasterCard, EFTPOS), we'll send you a finalisation letter notifying you of the outcome of your request. We will then close the dispute and consider it resolved. 

Still got some questions?

We understand there can be a lot of information to digest when disputing a transaction. If you have any questions, please call us on 1800 203 177 (Monday to Friday, 8am to 5pm AEST).

Need more help?

ANZ Support Centre

Support information for online banking as well as products and services.

Support centre

   

Give us a call

Want to speak to a human? Here you'll find the right number for your enquiry.

Contact us

   

Book a branch appointment

Book an appointment online to speak to someone at your preferred branch.

Book now

   

Your questions answered

General questions

Your transaction list in the ANZ App and Internet Banking, for an eligible account, will show the following:

  • The date the transaction was processed
  • The description for the transaction
  • The description of the merchant where the transaction was made (where available)
  • The debit or credit amount of the transaction
And in Internet Banking it will also show:
  • The running balance after the transaction (not displayed for credit card accounts and loan accounts).

In the ANZ App, you can scroll or search up to 2 years' worth of transactions for an eligible account.

In ANZ Internet Banking, your transaction list will show 90 days of transactions and for transactions completed more than 90 days ago, you can either check your statements, or search your transactions.

Note: For a V2 Plus account, you can search transactions for up to the last 90 days, while for all other accounts you can search for transactions from up to 2 years.

The ANZ App and ANZ Internet Banking both allow you to view and search transactions regardless of when you actually registered. If you can’t find the transactions you are looking for, refer to your paper or online statements.

No. Once the transaction is processed to your account, you can't cancel or delete the transaction. However, you may lodge a transaction dispute if applicable.

Searching transactions

No. Only transactions successfully processed to your account will appear in the transaction list.

You can search up to two years’ worth of transactions for accounts using the search function in both the ANZ App and Internet Banking. We can show you how to search transactions. 

Note: For a V2 Plus account, you can search for up to the last 90 days.

Transactions can take some time to complete. If this is the case, the transaction will show as Pending in your transaction list in the ANZ App, while in Internet Banking it will appear in your Outstanding Transactions.

If you need to dispute a transaction, we suggest you check to see it has cleared (ie. no longer showing as Pending) before submitting your dispute request.

If you think the transaction was unauthorised or the result of a scam, you should call ANZ immediately. You can also refer to our further information on reporting suspicious activity.

Downloading transactions

The Download Transaction History page allows you to download transaction data directly to a software package of your choice if applicable:
 
  • Quicken
  • Microsoft Money
  • MYOB
  • Agrimaster
  • Phoenix Gateway

If you do not have one of these software packages, you may still download the transactions to your computer as a CSV file. This file can be opened by a plain text editor like notepad or Microsoft Excel.

ANZ Internet Banking allows you to view, search and download transactions regardless of when you actually registered. If, however, you can’t find the transactions you are looking for, refer to your paper statements or online statements.

Your ANZ Internet Banking downloaded list will include transactions matching your search criteria.

For each transaction, it will display the date a transaction was processed, description for that transaction, the debit or credit amount and the balance after that transaction (credit card and loan accounts excepted).

What is a CSV file?

ANZ Internet Banking allows you to download certain information to your computer, including transaction histories, cheque reconciliation details, operator activity logs or direct debit returned items (business customers).

  • When downloading information you choose the file type. The CSV file is the easiest option as it does not require any additional software
  • CSV stands for Comma Separated Values or Character Separated Values. It saves your information in a basic list separated by commas.

The file can be opened by a plain text editor like notepad or Microsoft Excel.

Disputing transactions

If we determine that the transaction was not authorised by you, there will be no interest or fees incurred as a result of the disputed transaction.

We can investigate: 

  • Unauthorised transactions
  • Pay Anyone Disputes (including Mistaken Internet Payments)
  • Duplicate transactions
  • Incorrect amount charged
  • Goods or service not received
  • Goods or service not as described
  • ATM cash dispensing errors
  • A credit not processed

A Mistaken Internet Payment is a payment made through Pay Anyone where funds are paid into the wrong account because the user enters or selects a BSB number, account number or PayID that does not belong to the intended recipient. This can occur as a result of the user’s error, or the user being advised of the wrong BSB number, account number, or PayID.

Mistaken Internet Payments do not cover BPay Payments, PayTo Payments, transaction from a business account or situations where a user transfers funds to a recipient as a result of a scam. Although the above transactions are not investigated and dealt as Mistaken Internet Payments, ANZ can still investigate them as a Bpay dispute or a Pay Anyone Recall request.

All requests can be lodged by following the instructions outlined above in Dispute a transaction.

We cannot help with: 

  • Billing disputes
  • Contract related disputes
  • Buyer’s remorse.

Provided that you don’t believe the transaction was unauthorised or the result of a scam, if you wish to dispute a transaction on an ANZ issued credit or debit card, we suggest you lodge your dispute with ANZ as soon as your transaction has processed.. If Scheme rules apply to your disputed card transaction (such as Visa, Mastercard or EFTPOS) time limits will apply. For example, ANZ will need to lodge a fully detailed claim on your behalf within 120 days of the transaction date. If Scheme rules apply and you do not notify us of your disputed transaction and provide us with all necessary details in time for ANZ to meet this deadline, ANZ may not be able to assist in lodging a claim on your behalf.

For circumstances where you believe there has been an unauthorised transaction or suspect you are the victim of a scam, you should contact ANZ immediately so we can investigate the transactions and protect your account from any further fraudulent activity. Unauthorised transactions are subject to the ePayments Code. For more information refer to the ASIC website. 

We recommend that you follow the steps above for viewing a transaction to see if do recognise the transaction after all. If you're still unsure, please raise a dispute request for us to investigate further. 

Please follow the dispute transaction steps above.

If you're lodging your dispute via ANZ Internet Banking, you should use the dispute reason "The ATM dispensed the wrong amount". Please provide both the amount requested and the amount actually received.

Alternatively, for any ATM dispensing enquiries you can visit an ANZ branch during operating hours or contact us for help with lodging a dispute.

Please continue to make your minimum monthly payments on your credit card while your dispute is being investigated. Interest does not accrue on the disputed amount throughout the investigation. If you have a credit card with an interest free period, you'll only need to pay the closing balance on your statement less the transaction or transactions “on hold” at the due date to keep your interest free benefit. Please contact us if you have any questions related to your card account while your dispute is under investigation. 

ANZ's role is to assist our customers by lodging disputes with merchants, providing the transaction is covered by the various Scheme rules (Visa, MasterCard, EFTPOS) and/or the ePayments code. 

These rules ensure you have a right to dispute transactions while giving merchants the opportunity to provide evidence before we charge the disputed amount back to them.

If you need to dispute a transaction but don’t suspect any fraud, we suggest you check to ensure it has cleared (ie. no longer showing as pending) before submitting your dispute request. Sometimes pending transactions reverse avoiding the need to raise a dispute.

If you think the transaction was unauthorised or the result of a scam, you should call ANZ immediately. You can also refer to our further information on reporting suspicious activity.

Important information

The ANZ App is provided by Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Super and Insurance (if available) are not provided by ANZ but entities which are not banks. ANZ does not guarantee them. This information is general in nature only and does not take into account your personal objectives, financial situation or needs. ANZ recommends that you read the ANZ App Terms and Conditions available here for iOS (PDF) and here for Android (PDF) and consider if this service is appropriate to you prior to making a decision to acquire or use the ANZ App.

Time limits apply, so it’s important you contact us as soon as you can.

Return
Top