electronic transaction dispute. Mail: ME, Card Disputes, Reply Paid 1345, Melbourne, VIC 8060 Email: [email protected] Fax: (03) 9708 4740 For any enquiries contact us on 13 15 63 or visit mebank.com.au Section 1 - Your account details Account type: Credit card Transaction Account Savings Account Personal Loan Home Loan Card number (if applicable) Account number (not required for credit card disputes) Section 2 - Account holder details Title (Mr/Mrs/Miss/Ms/other) Given name(s) Family name Residential address (P.O. Box addresses are not acceptable) State Postcode Mobile Home phone Work phone ( ) ( ) Section 3 - Last valid transaction details Date Time Amount Location D D M M Y Y : am/pm $ . Type of transaction: EFTPOS ATM Internet inc. Mobile App Phone banking Bank@Post Credit card purchase Section 4 - Disputed transaction details (if there are more than 3 transactions, please attach details) Transaction 1 Date Time Amount D D M M Y Y : am/pm $ . ATM operator fee $ . Merchant name Location Type of transaction: EFTPOS ATM Internet inc. Mobile App Phone banking Bank@Post Credit card purchase Transaction 2 Date Time Amount D D M M Y Y : am/pm $ . ATM operator fee $ . Merchant name Location Type of transaction: EFTPOS ATM Internet inc. Mobile App Phone banking Bank@Post Credit card purchase Transaction 3 Date Time Amount D D M M Y Y : am/pm $ . ATM operator fee $ . Merchant name Location Type of transaction: EFTPOS ATM Internet inc. Mobile App Phone banking Bank@Post Credit card purchase Have you authorised someone to use your card? Yes please complete Section 5 No go to Section 6 Members Equity Bank Limited ABN 56 070 887 679. AFSL and Australian Credit Licence 229500. 1 Section 5 - Person who made the transaction (if different to Section 2) Title (Mr/Mrs/Miss/Ms/other) Given name(s) Family name Residential address (P.O. Box addresses are not acceptable) State Postcode Mobile Home phone Work phone ( ) ( ) Relationship to you (e.g. mother) Section 6 - Reason for disputing transaction(s) Please outline why you are disputing the transaction(s) described in Section 4: I did not authorise or participate in transaction(s) (fraud - my card has been cancelled) Transaction amount charged is incorrect (copy of receipt enclosed) Recurring transaction – I have cancelled the service with the merchant on D D M M Y Y (please provide date of cancellation) Goods or services not provided (please provide full details below) Other Please outline the details of the dispute (if insufficient space, please attach a letter) Section 7 - Lost/Stolen card, card PIN/Mobile App PIN and/or access code details (if applicable) What was lost or stolen? Credit/Debit card Record of your PIN Internet/phone banking Access Code Mobile phone When was it lost or stolen? D D M M Y Y Time : am/pm When and how did you become aware of the loss/theft? When did you report the loss/theft to us? D D M M Y Y Time : am/pm How did you report the loss/theft to us? (e.g. by telephone) Where did the loss/theft take place? (e.g. office, home, bus) How did the loss/theft occur? (e.g. house break-in, stolen) Have you reported the loss/theft to the police or any other authority? No Yes Date D D M M Y Y Time : am/pm If yes, method? (e.g. by telephone) Authority (e.g. police) Incident reference Section 8 - Further information about your PIN/Access Code Did you keep a record of your card PIN/Mobile App PIN/ access code No Yes If yes, how was it recorded? Where was that record kept? Is the record now missing? No Yes When did it go missing? Date D D M M Y Y Time : am/pm Have you ever disclosed your PIN/access code to anyone ? (including family members) No Yes If yes, please provide their name, address, phone number and relationship to you Section 9 - Declaration (please ensure you have completed all relevant sections - Sections 5 & 7 only if applicable) 1. I declare that the information in this form is true and complete and I authorise ME to verify this information. 2. I declare that I neither made nor authorised the transaction(s) listed in Section 4. 3. I agree that my personal information may be used by ME to investigate and resolve this dispute and may be disclosed to relevant third parties for this purpose. 4. I acknowledge that this matter may be referred to the police for further investigation. Cardholder name Signature Date D D M M Y Y Name of person who made the transaction (if applicable) Signature Date D D M M Y Y For information about how ME uses and deals with your personal information, please refer to our privacy policy at mebank.com.au Members Equity Bank Limited ABN 56 070 887 679. AFSL and Australian Credit Licence 229500. ME0030.v12/WEB/0116/214474 2 Transaction sleuthing. See something suspicious on your account statement? Take a moment to give it a proper look over – some unfamiliar transactions may be entirely innocent. Here are some things that might look suss initially, but could be legit. Strange company names. Companies often operate under a different name to their official company name. It might be worth checking with the seller directly to confirm the name on your statement. Don’t Wrong dates. Processing a payment often takes time – potentially as long as seven days – so there might be a difference sweat between the date on your receipt and the date in your transaction history. Wrong amounts. Payment amounts can differ when a transaction is fraud. made overseas – and with some online sellers, it’s ME’s got your back. not always obvious whether they’re based inside or outside Australia. Of course, it could also be an error; it’s best to check in with the seller directly to find out. Transactions you don’t recognise. These can be a definite red flag – but before you leap into action, it’s worth checking in with any Members Equity Bank Limited ABN 56 070 887 679 other account cardholders who might have made AFSL and Australian Credit Licence 229500 the purchase. ME0222v.01 /0517/215521 Don’t wait on fraud. It’s always good to flag any suspicious account activity as early as you can. If you don’t tell us about a fraudulent transaction until more than 120 days from the transaction date, we may not be able to help because of the time limits on mebank.com.au account security tips Mastercard’s guidelines. 13 15 63 Get the jump on fraud. Getting free from fraud. Get satisfied. For as long as there’s been banking, there have Got a suspicious transaction on your hands? If you’re not happy with ME’s response to the issue been people trying to take advantage of it. Here’s a rundown on how we tackle it. you raised, there are still a couple of options left. Scammers and identity thieves love exploiting lax security and inattentive consumers. 1. Check in with ME ME’s Complaint Resolution Department The good news? ME stands ready to help you if Once you’ve found a suspicious transaction, Ask to talk to ME’s Complaint Resolution you’re ever targeted by fraudsters – all you need get in touch with ME – we’ll give you info Department – the ME people you’ve been dealing to do is take some simple steps to keep your about the transaction to help you work out with can put you in touch with them. One of our accounts secure. if it’s legitimate or not. complaint resolution specialists will work with you to get things straightened out as quickly as possible. Check yourself. 2. Contact the seller You can also contact the Complaint Resolution Make sure you look over your transactions regularly, If the transaction seems off but you Department by sending a secure mail from your just to check there’s no suspicious activity on your recognise the seller’s name, we’ll ask you to ME internet banking, or by writing to this address: accounts. contact them to see if you can work out the ME Customer Relations issue with them directly. Reply Paid 1345 Stay secure. Melbourne, VIC 3001 3. Lodge the dispute Account security is no joke – being lax with passwords or account details can mean you’re If you don’t know the listed seller, or you Financial Ombudsman Service effectively handing your money to the fraudsters. couldn’t work things out with them, it’s time If you’re still not satisfied with ME’s response Always be secure: to move to the next stage: you’ll need to to your complaint, you can get in touch with the lodge a formal transaction dispute by filling • Don’t write your card PINs down. Financial Ombudsman Service, an organisation in a form and sending it to us. that resolves disputes between financial service • Don’t tell anyone your PIN, customer ID providers and their customers. or access code. 4. The waiting game Financial Ombudsman Service • Always close the web page or log out after ME’s fraud department will investigate the GPO Box 3 you’ve finished using internet banking. transaction with the seller. Sit tight – this Melbourne, VIC 3001 can take up to 45 days. (If it’s going to take No sharing. longer than that, the investigators will get 1300 780 808 in touch to let you know.) Your accounts are just for your own use.