Document text
Report of Unauthorised Transactions — Request for Investigation and Refund
Full name: [YOUR FULL NAME]
Address: [YOUR ADDRESS]
Phone: [PHONE]
Email: [EMAIL]
Account or card: [ACCOUNT TYPE], ending [LAST 4 DIGITS]
Report reference number: [REFERENCE FROM YOUR PHONE OR APP REPORT]
To: Disputes team, [BANK OR CREDIT UNION NAME]
[ADDRESS, SECURE MESSAGE OR EMAIL]
[DATE]
Unauthorised transactions on account ending [LAST 4 DIGITS] — written confirmation of my report made on [DATE AND TIME OF FIRST REPORT]
Dear Sir or Madam,
I confirm my report of [DATE] that the transactions below were not made by me and were not made by anyone with my knowledge or consent. I ask you to investigate under the ePayments Code and refund them.
Transactions
Date and time Description or merchant Amount Method (card, online, ATM, app)
[DATE, TIME] [MERCHANT] $[AMOUNT] [METHOD]
[DATE, TIME] [MERCHANT] $[AMOUNT] [METHOD]
Total: $[TOTAL AMOUNT]. My last authorised transaction was on [DATE] for $[AMOUNT].
What happened
I found out on [DATE] by [HOW YOU NOTICED].
My card was [IN MY POSSESSION / LOST / STOLEN] — [DATE, PLACE, POLICE REPORT NUMBER IF ANY].
I have not shared my PIN, password or one-time codes with anyone, and I did not write them down [OR EXPLAIN].
[ANY OTHER CIRCUMSTANCES, E.G. DATA BREACH NOTICE, PHONE LOST, MERCHANT CHARGED TWICE].
Liability
I did not contribute to this loss, so I ask you to treat me as not liable (clause 10.3). [IF RELEVANT: The transactions were made after I reported the loss on [DATE] (clause 10.1(e)) / were debited more than once (clause 10.1(d)).] Use of a correct card or passcode is not by itself proof that I contributed (clause 11.8).
Please acknowledge this report, and within 21 days either tell me the outcome in writing or tell me in writing that you need more time (clause 18.1). If you decide I am liable for any part, please give me the reasons with the Code clauses and copies of the evidence, including logs (clauses 18.4–18.5).
Yours faithfully,
____________________
[YOUR FULL NAME]
For me
[ ] First report made on: [DATE, TIME], reference [NUMBER]; card blocked
[ ] Letter sent on: [DATE]; 21 days ends [DATE]; 45 days ends [DATE]
[ ] Checked that my bank subscribes to the ePayments Code (ASIC list or terms and conditions)
[ ] If I disagree with the outcome: make a formal complaint and keep all letters