Accounts FAQs | Your Questions Answered About Beyond Bank Accounts| Learn more (2024)

Noticed an unfamiliar transaction on your accountor statement?

If you have a transaction on your account that you are not sure about there are a couple of things you can check before disputing a transaction:

• Most merchants will have their company name listed on your transaction listing and statement instead of their trading name. If you do a quick search generally you should be able to find the business name
• Some card transactions will appear a few days after you have completed the transaction
• Use the list at the bottom of this page to help identify some common retailer/business names and subscription providers.

Need todispute a transaction?

If you are wishing to dispute a transaction you do not recognise, please contact us on 13 25 85 or send a Secure Message via Internet Banking or the Mobile App. You will be required to provide us with the following details:

• date of the transaction,
• the amount of transaction, and
• the merchantname.

We recommend keeping any EFTPOS or email receipts, as sometimes transactions will show the name of the parent organisation rather than the trading name.

Need toblock a payment?

If you notice an unrecognised charge on your account, you can temporarily block your card.

Go to your Mobile App, and navigate to

• Menu> Settings > Cards > select your card > Lock

Go to Internet Banking, and navigate to

• Services > Card Management > complete the two-factor authorisation (secure code) > toggle the Block option to on

Alternatively, contact us on13 25 85.If it is a fraudulent transaction, we would need to cancel your card and organise a replacement.Unfortunately, we cannot block a merchant from taking funds from your card.

For assistance outside of our contact centre hours, our card monitoring team are able to be reached 24 hours a day to assist with cancelling your card for you on 1300 705 750.

Need to cancel a transaction?

Unfortunately, we cannot cancel a charge that is on hold or has debited from your account.If a charge is on hold you will need to contact the merchant to request they reverse the charge.If the charge has been debited, please call us on13 25 85, or send a Secure Message via Internet Banking or the Mobile App to raise a dispute. We will require:

• the date of the transaction,
• the amount of transaction, and
• the merchantname.

We recommend contacting the merchant by email so that there is written evidence if you need to dispute the charge.

Sent money to the wrong credit cardand need toget it back?

Please contact us on13 25 85 or send a Secure Message via Internet Banking or the Mobile App so we can raise a recall of funds. We will require

• the date of the transaction,
• the amount of transaction,
• the account number/card number you paid, and
• the correct account number/card number.

Need to stop a direct debit?

You would need to notify the merchant of your intention to cancel in the first instance.If they continue to debit you after you have cancelled, we can block any further direct debits if you contact us directly on13 25 85, or send a Secure Message via Internet Banking or the Mobile App. We highly recommend cancelling directly through the merchant, as some vendors may charge a fee for late or dishonoured payments.

*Note: this merchant offers a trial subscription service, they may be automatically charging ongoing subscription fees unless cancelled following an initial trial period

If you are still uncertain, or the transaction does not reflect any of the names in the table above, please send us asecure message via internet banking or the mobile appwith details of the transaction.