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Transaction Dispute Mobile Banking

Posted by shashax shashax
Message 1 of 2 1,468 Views

Can I dispute a transaction that was made through the mobile app? I made a transfer of $55 to an account at another bank for an item, and it never arrived, and the seller is refusing to refund. I filed a transaction dispute with the transaction dispute form, but it was an unsuccessful claim because it was made through the mobile app as opposed to Direct Debit. I faxed all the screenshots and the claim I was making was one listed on the form, it was just not direct debit.


Is there any way I can get my money back?

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Re: Transaction Dispute Mobile Banking

Posted by DanaeC DanaeC
Message 2 of 2 1,466 Views

Hi @shashax, I'm sorry to hear this has happened. 

A Transaction Dispute form is required in cases where the Bank will need to commence an investigation with MasterCard International, for purchases made without your knowledge or consent using your Bankwest Credit, or Debit MasterCard. However, as you have mentioned that the payment was made a transfer within your Online Banking, we can attempt a recall on the payment for you. There may be a fee for this, and it's important to note that we're unable to guarantee that the funds will be returned as this is at the discretion of the owner of the receiving account.


To request this, you can login to Online Banking from a PC and select the "Message us Now" button on your screen between 7am – 6pm AWST Monday – Friday, or you can call our Contact Centre on 13 17 19 between 8am - 8pm your local time, 7 days a week.

If we are unable to successfully recall the payment, you do have the option to to seek legal advice should you wish to do so. This is because as mentioned above a recall is only successful at the discretion of the receiving account.

Let me know how you go.

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