A disputed payment can involve a typing error, someone using an account without permission, a deceptive seller or a disagreement about delivered goods. Those situations require different evidence. Begin by describing what actually happened, then ask the relevant institution to assess the transaction under the rules and terms that apply to that service.
Identify the problem before choosing a remedy
ASIC’s Moneysmart guidance distinguishes mistaken payments from unauthorised transactions. If you entered the wrong recipient details, describe those details and the intended recipient. If you did not make or approve the transaction, explain how you discovered it. If someone persuaded you to authorise a payment using a false story, retain that communication instead of describing the transfer only as a technical banking error. A clear account helps the institution identify the relevant investigation. It does not determine the outcome in advance. Avoid editing original messages or deleting an account before preserving the evidence that shows how the instruction arose.
Three situations that should not be merged
| Item | Record | Scope |
|---|---|---|
| Mistaken payment | Money directed to unintended account details | Record entered details and intended recipient; seek bank assistance promptly |
| Unauthorised transaction | A transaction made without the account holder’s permission | Secure access and tell the bank exactly what was not authorised |
| Goods or service dispute | Payment made, but delivery or performance is disputed | Keep order terms, seller correspondence and evidence of the problem |
| Scam-induced payment | A person was deceived into making a payment | Preserve the deception and bank reference; do not promise a particular recovery route |
These descriptions organise the facts; they are not interchangeable guarantees of reimbursement. For a card purchase, ask the issuer whether a dispute process applies and what evidence and time limits it requires. A bank transfer to a stranger does not automatically carry the same procedure as a card purchase from a merchant.
Report promptly and keep the bank’s reference
Contact the bank through its established app, website or telephone number, not a contact supplied in the suspicious message. Ask for a report or case reference and record when the report was made. Tell the bank whether account access remains at risk, whether another payment is pending and whether personal credentials were exposed. If a transaction name is unfamiliar, compare it with invoices and the merchant’s legal or trading name; an unfamiliar descriptor is not by itself proof of fraud. However, do not delay reporting a suspected unauthorised transaction while waiting for a stranger to explain it. Keep a chronological record of each response and any requested document.
The ePayments Code has a defined scope
ASIC explains that the ePayments Code is voluntary and applies to subscribers. It covers consumer electronic transactions and contains provisions concerning unauthorised transactions and mistaken internet payments. Confirm whether the relevant institution subscribes and which terms apply to your transaction. Do not present the Code as an automatic refund promise for every payment. Moneysmart’s mistaken-payment guidance also distinguishes reporting periods and recovery circumstances, making prompt contact important. The availability of money in the receiving account and the actual facts can affect the process. This guide does not calculate an individual entitlement or replace a decision based on the complete transaction record.
Escalate a complaint with a concise evidence bundle
If the initial assistance does not resolve the issue, identify the institution’s formal complaints route and ask for a written response explaining its assessment. Keep the complaint separate from a general enquiry so that its status is clear. The Australian Financial Complaints Authority’s official complaint entry page is the external starting point for checking whether it can consider the matter. Its full intake conditions were not retrievable during this review, so no detailed deadline or eligibility assurance is reproduced here. Read those conditions directly. A useful bundle includes the transaction reference, relevant statements, a short timeline, previous responses and the outcome you are requesting.
Checklist for a payment problem that can be investigated
- Write down whether the issue concerns authorisation, recipient details, deception or delivery.
- Contact the bank promptly through a known channel and secure affected access.
- Keep original messages, receipts and the transaction reference.
- Record the report date and each case or complaint number.
- Check the applicable institution terms and Code subscription status.
- Use formal complaint routes and read any external intake requirements.
A scam report can help authorities understand harmful activity, but it is separate from asking the bank to investigate a transaction. Avoid paying a new party that promises guaranteed recovery of the lost amount. Keep sharing proportionate: send account evidence through the institution’s secure channel, and remove unrelated personal details from material intended for a general public discussion.
Frequently asked questions
Does the ePayments Code apply automatically to every business?
No. ASIC describes it as a voluntary code for subscribers; verify the relevant institution and transaction scope.
Is a scam-induced payment identical to an unauthorised transaction?
No. Explain exactly who approved the payment and how deception occurred so the institution can assess the circumstances.
Does reporting a scam guarantee recovery?
No. Reporting, investigation and any recovery are separate processes, and the outcome depends on the circumstances.
Sources and verification
- Bank transaction problems — ASIC Moneysmart — 2026-10-23
- ePayments Code — ASIC — 2026-10-23
- Make a complaint to AFCA — Australian Financial Complaints Authority — 2026-10-23
- Report a scam — National Anti-Scam Centre / ACCC — 2026-10-23