Here are some steps that you can take to identify a transaction that you don't recognise. But please call us straight away if you're still concerned.
- Unfamiliar transaction description - some organisations use different descriptions to process their transactions, so the details you see on your statement may not be familiar to you. Try looking up the transaction details online using a search engine or check to see if you received an email invoice - this might help you identify the transaction.
- Unfamiliar transaction date - not all payments are processed on the same day as the transaction was made. For example, a meal paid for using a card may not appear on your statement until a few days later.
- Joint account holder - if you share your account with someone else, they may recognise the transaction.
- Adjacent transactions - take a look at other transactions showing on your statement at a similar time. This may remind you of where you were when the transaction that you don't recognise was made.
- Free trials - if you've signed up for a free trial recently, check the free trial period and terms and conditions of the trial. The free trial may have expired and you may now be paying for goods or services.
- Overseas transactions - if you've been abroad recently, the amount on the receipt could be different to the amount on the statement as a result of changes to the exchange rate.
- Additional surcharges - some merchants may charge an additional fee for using a card, which may not appear on the original receipt. This is common with taxis and hotels.
- If you're concerned about a transaction which you don't recognise, Please call our 24/7 call centre on 0800 02 80 88 (within New Zealand) or from overseas on +64 9 368 8557 (international toll charges apply).