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  • 1300 365 7 24
  • BSB 721-000

Visa Card Transaction Disputes


Have you identified a transaction on your Visa Debit or Credit Card that you think might be incorrect or unauthorised?

 Or have you purchased goods or services and either:

  • The goods have not been delivered or the services were not provided; or
  • The goods delivered, or services provided were not as expected?

Here are some steps to take before contacting us.

 1. Conduct preliminary enquiries

Did you lend your card to a family member or 3rd party?
Is there a chance the merchant is operating under a different name? Think back over the transactions you conducted and who you dealt with
Did you purchase goods or services in a foreign currency and it has been converted into Australian dollars?
Does the transaction relate to a membership, subscription or purchase through an app that you downloaded from an app store such as iTunes or Google Play Store?

2. Security and pending transactions

For your security purposes you can put a block on your card through the Holiday Coast mobile app or calling our card hotlines
If the transaction is still pending (waiting to clear), you will need to wait a couple of business days for this to settle before we can do anything 

3. Contact merchant as soon as possible

Try and contact the merchant directly as quickly as possible to see if you can resolve the dispute yourself (in most cases the merchants will only communicate with the actual cardholder)
Only merchants can resolve:
o Refunds or exchanges if you have changed your mind about a purchase
o Membership and subscription enquiries
o Issues relating to software you have downloaded

4. Supporting documents

Ensure you have kept copies of any supporting documentation relating to the transaction such as emails, receipts and invoices
If you want us to investigate the transaction, we will need a copy of any supporting documentation

5. Contact us to dispute a transaction

If you want us to dispute a transaction on your behalf, here’s what you will need to do:

Complete and return form

Download and complete the Visa Card Transaction Dispute Form
The form contains fields which can be completed on your computer
Print and sign the completed form
Return the form and supporting documentation to us via one of the following methods:
o Email to:
o In person at one of our Branches
o Post to: Transaction Disputes Team, Holiday Coast Credit Union, 1 Commerce Street, Wauchope NSW 2446

Order new card

Contact us immediately to cancel your existing card and order a new card

Within Australia - Monday to Friday between the hours of 8:00am and 6:00pm please contact our Member Contact Centre on 1300 365 7 24. Outside these hours please call the VISA card Hotline on 1800 648 027.
Overseas - Monday to Friday between the hours of 8:00am and 6:00pm please contact our Member Contact Centre on +61 2 6580 8200. Outside these hours please call the VISA card hotline on +61 2 8299 9101.