What to do when there is an unfamiliar transaction on my account.
Noticed an unfamiliar transaction on your account transaction history or statement?
Some retailers/businesses may appear with a different name to the one you know them as. For example, some local merchants can show up as the name of the parent organisation rather than the shop name, or it show up as the name the eftpos is registered to.
Use the list below to help identify some common retailer/business names and subcription providers.
Trading Name (Alphabetical Order) |
Description |
ACADEMICSINGLES* |
A subscription service for online dating |
ACM*BRINKLEYDAY.COM* |
Online merchant that offers a trial subscription service for cosmetic products |
APPLE ITUNES |
Purchases made on the app store for an Apple device |
AVG INTERNET SECURITY* |
A subscription for anti-virus software (may auto-renew) |
BLS*BRINKLEYNIGHT.COM* |
Online merchant that offers a trial subscription service for cosmetic products |
EHARMONY.COM.AU* |
A subscription service for online dating |
ESERVICEPS.COM* |
Online merchant that offers a trial subscription service for pharmaceutical products |
GETHELPSXPF.COM* |
Online merchant that offers a trial subscription service for pharmaceutical products |
GOOGLE *Play g.co/helppay |
A purchase made through the Google Play store |
HELPDESKSC.COM* |
Online merchant that offers a trial subscription service for pharmaceutical products |
INFODESKCS.COM* |
Online merchant that offers a trial subscription service for pharmaceutical products |
JUST ANSWER* |
Online subscription service for expert advice |
MCAFEE* |
A subscription for anti-virus software (may auto-renew) |
NORTON* |
A subscription for anti-virus software (may auto-renew) |
ONLINEORDEROHC.COM* |
Online merchant that offers a trial subscription service for pharmaceutical products |
PAYREF.INFO* |
A subscription service for online dating |
PAYPAL |
A online payment processed by paypal, the merchant may differ such as Ebay |
PLAYSTATIONNETWORK |
An online gaming purchase for a Playstation device |
pof.com* |
A subscription service for online dating |
RGPCUSTOMER.COM* |
Online merchant that offers a trial subscription service for pharmaceutical products |
SPOTIFY* |
A subscription for online music streaming |
SUPPORTPSERV.COM* |
Online merchant that offers a trial subscription service for pharmaceutical products |
VENNTRO MEDIA GROUP* |
A subscription service for online dating |
VIAGOGO |
An online ticket re-sale website |
*Note: this merchant offers a trial subscription service, they may be automatically charging ongoing subscription fees unless cancelled following an initial trial period
If you are still uncertain, or the transaction does not reflect any of the names in the table above, please send us a secure message via internet or mobile banking with details of the transaction.
Need to dispute a transaction?
If you are wishing to dispute a transaction you do not recognise, please contact us on 13 25 85 or send a secure message via internet or mobile banking. You will be required to provide us with the following details: date of the transaction, the amount of transaction, and the merchant name. We recommend keeping any EFTPOS of email receipts, as sometimes transactions will show the name of the parent organization rather than the trading name.
Need to block a payment?
If you notice an unrecognised charge on your account, you can temporarily block your card via:
-Internet Banking (Services > Card Management > Secure Code > slide the tab next to Block Card) or Mobile App (Menu > Settings > Cards > press card icon > Lock) or contact us on 13 25 85 to discuss further. If it is a fraudulent transaction, we would need to cancel your card and organise a replacement. Unfortunately, we cannot block a merchant from taking funds from your card.
Need to cancel a transaction?
Unfortunately, we cannot cancel a charge that is on hold or has debited from your account. If a charge is on hold you will need to contact the merchant to see if they can reverse the charge. If the charge has been debited, please contact us on 13 25 85, or send a secure message via internet or mobile banking to raise a dispute. We will require the date of the transaction, the amount of transaction, and the merchant name. We recommend contacting the merchant by email so that there is written evidence if you need to dispute the charge.
Sent money to the wrong credit card and need to get it back?
Please contact us on 13 25 85 or send a Secure Message so we can raise a recall of funds. We will require the date of the transaction, the amount of transaction, the account number/card number you paid and the correct account number/card number.
Need to stop a direct debit?
You would need to notify the merchant of your intention to cancel in the first instance. If they continue to debit you after you have cancelled, we can block any further direct debits if you contact us directly on 13 25 85, or send a Secure Message via Internet Banking or the Mobile App. We highly recommend cancelling directly through the merchant, as some vendors may charge a fee for late or dishonoured payments.