My bank won't return my money — what are my rights?

If your bank refuses to refund money or is holding your funds indefinitely, you have consumer rights and pathways to get it back.

Check Your Rights

Banking disputes can be resolved through official channels. AFCA (Australian Financial Complaints Authority) handles most consumer disputes free of charge.

Your immediate rights

✓ You can dispute unauthorized transactions within the bank's timeframe (usually 90 days).

✓ You can lodge a complaint with AFCA free of charge if the bank refuses to help.

✓ The bank must acknowledge your complaint within one business day and resolve it or explain why within 21 calendar days.

⚠️ Time matters: Report unauthorized transactions as soon as you notice them.

What type of dispute is this?

Unauthorized transaction (fraud or scam)

You didn't authorize the payment and don't recognize it.

Action: Report to your bank immediately. You have strong consumer protections here.

Authorized but not as described

You authorized payment, but the goods/services didn't arrive or were faulty.

Action: Request a chargeback with the merchant first, then escalate to your bank.

Processing error or delayed refund

Money was refunded to your account but hasn't appeared, or the bank made an error.

Action: Request a trace on the transaction with your bank.

Step-by-step recovery process

1

Contact Your Bank Immediately

  • • Call the customer service number on the back of your card or statement
  • • Report the unauthorized or disputed transaction
  • • Ask for a reference number
  • • Ask about their dispute resolution timeframe
2

Follow Up in Writing

  • • Send an email or letter to your bank's dispute team
  • • Include: transaction date, amount, merchant, and why you're disputing it
  • • Attach evidence (receipts, emails, screenshots)
  • • Keep a copy for your records
3

Wait for Bank's Investigation (up to 21 days)

  • • The bank must investigate within 21 calendar days
  • • They may contact the merchant for evidence
  • • Follow up if you don't hear back
4

If Bank Refuses: Lodge AFCA Complaint

  • • You can complain to AFCA if the bank refuses or delays resolution
  • • AFCA is free and independent
  • • You have 2 years from the bank's final response to complain to AFCA
  • • Visit www.afca.org.au to lodge online

AFCA — Your free dispute resolution

If your bank won't resolve your dispute, you can complain to AFCA (Australian Financial Complaints Authority) — it's free and they handle thousands of banking disputes every year.

AFCA covers:

  • ✓ Unauthorized transactions
  • ✓ Incorrect chargebacks
  • ✓ Disputed fees
  • ✓ Bank errors
  • ✓ Delayed refunds
  • ✓ Identity theft

AFCA can award up to:

  • • AUD $696,600 in compensation
  • • Plus interest and costs
  • • The decision is binding on the bank
  • • Takes 4–8 weeks on average
Go to AFCA.org.au →

Evidence you'll need

  • Bank statements showing the disputed transaction
  • Transaction reference or confirmation number
  • Proof that you reported it (email confirmation, call log)
  • If fraud: proof you didn't authorize it (no similar transactions, no access log)
  • If goods/services: proof they didn't arrive or were faulty (photos, emails, tracking)
  • Any correspondence with the merchant or bank
  • Your account access proof (showing when you noticed the issue)

Related guides

Understanding Chargebacks in Australia →

Last reviewed: September 2026. Contact AFCA for the most current information on your rights.