on 09-04-2018 01:14 PM
Hi I submitted a Transaction dispute form via the branch as i had 6 transactions from our joint acct... i was told that i would receive a letter or phone call in reagrds to the dispute, but its been 2 weeks since i submitted the form and havnt heard an thing. The Staff member said it may take a while for the investigation is this correct?
on 09-04-2018 01:45 PM
Hi @ngasley78, thanks for getting in touch.
Once we have received your completed form, we will endeavour to resolve the dispute within eight weeks of receiving the form. Whilst this is a worst case scenario time frame, as these disputes require us to liaise with other financial institutions and/or merchants, we need to allow reasonable time for the other party to respond.
You're able to follow up on the investigation at any time, by logging into your Online banking from a PC and selecting the "Message us Now" tab, or by calling our Contact Centre on 13 17 19. For your convenience, both services are available 24/7.
I hope this helps, and that this is resolved for you soon.
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