We live for our customers, and we understand that sometimes things may not work out as they should. If you have a complaint or dispute, please talk to us.
We live for our customers, and we understand that sometimes things may not work out as they should. If you have a complaint or dispute, please talk to us.
T: 1300 669 059
Once you lodge a formal complaint with us we will acknowledge your complaint within 1 day. We will then work with you to try to resolve your complaint within the next 5 business days. To help us resolve your complaint as quickly as possible we only ask that you provide as much information as possible.
If the matter is more complex, for example if you have a complaint about our credit terms or a default notice we have sent you, we will aim to resolve your complaint within 21 calendar days. If you have a complaint about any other terms and conditions, we’ll endeavour to resolve your complaint within 30 calendar days.
You are our priority and we take your concerns very seriously. If you make a complaint, we’ll keep you informed from start to finish and we’ll provide updates regarding the progress of your matter. Our goal is to reach a resolution that you are happy with.
If you’re not satisfied with our proposed resolution, or it takes longer than the maximum timeframes stated above, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA). The AFCA provides all consumers with a fair, free and independent dispute resolution for financial complaints.
T: 1300 931 678
POST: Australian Financial Complaints Authority Limited, GPO Box 3 Melbourne VIC 3001
You’re protected against unauthorised transactions under Mastercard’s Zero Liability Protection Policy.
Before you dispute a transaction:
Freeze your card to prevent further transactions. You can do this by tapping the Menu bar > My products > Freestyle > Freeze card
Check whether the purchase was made by a secondary cardholder or family members
Google the business to see if it trades under a different name
Check whether it is a purchase authorisation (e.g. security deposit on hotel)
Check any gym memberships, app purchases or magazine subscriptions you may have
To raise a dispute, please contact us promptly on 1300 669 059 or hello@moneyme.com.au.