Your concern is our concern.
We live for our customers, and we understand that sometimes things don’t work out as they should. If you have a complaint or dispute, please talk to us.
Complaints
If you aren’t satisfied with our attempt to resolve any issues you may have, you can lodge a formal complaint with us. We have an internal dispute resolution team who are standing by to help you.
How can I raise a complaint?
Contact Us at:
P: 1800 931 678
F: 02 8415 7112
What happens next?
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 7 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 21 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.
What if I’m not happy with the outcome?
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.
Contact AFCA at:
P: 1800 931 678
Post: Australian Financial Complaints Authority Limited, GPO Box 3 Melbourne VIC 3001
Disputes
If you see a transaction on your statement that doesn’t look right, you can dispute it.
You’re protected against unauthorised transactions under Mastercard’s Zero Liability Protection Policy. If your Freestyle card is used for unauthorised transactions, we will seek to reverse the transaction. Please note: your ability to dispute a transaction may be lost if you do not notify us immediately.
What’s the first step?
If you see an unfamiliar transaction on your statement, there’s a few things to do before getting in touch.
Temporarily freeze your card to prevent any further transactions. To freeze your card, log in to the MONEYME app, tap the Menu bar > My products > Freestyle > Freeze card.
Next, check your transactions history:
- Check whether the purchase was made by a secondary cardholder or family member
- 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, magazine subscriptions or app purchases you may have
How can I dispute a transaction?
If you’ve done all of the above, please contact us on 1800 931 678 or hello@moneyme.com.au to raise the dispute. We’ll lodge the dispute and investigation before we let you know the outcome.
Please note that you still need to make repayments while the transaction dispute is being investigated.
How long will the process take?
We’ll try to resolve the dispute as soon as possible. In the meantime, we’ll put a temporary lock on your account. Once the dispute form is completed and lodged, your current virtual card will be closed and a new virtual card will be issued.
We’ll try to resolve the dispute as soon as possible. In the meantime, we’ll put a temporary lock on your account. Once the dispute form is completed and lodged, your current virtual card will be closed and a new virtual card will be issued.
You should receive a confirmation email stating the outcome of the investigation within 45 days of lodging the dispute. In instances where further time is required, we will advise you and keep you updated as to the progress of your dispute.
In the event we are unsuccessful in disputing the transaction, a fee of $11.00 may be incurred.
For more information, please refer to our Terms of Use.
