How do I get a refund from ANZ?
ANZ won't refund an unauthorised or incorrect transaction? Learn your rights under the ePayments Code and escalate free to AFCA if ANZ ignores your complaint.
Regulator
Australian Financial Complaints Authority (AFCA)
Key legislation
Banking Code of Practice, ePayments Code, and (for credit) the National Consumer Credit Protection Act 2009
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to Australian Financial Complaints Authority (AFCA) is prepped and ready.
If you are chasing a refund from ANZ, your situation usually falls into one of a few buckets: an unauthorised transaction you did not make, a bank error on your account, or a fee or charge you believe is wrong. Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. A bank must also correct errors it has made on a transaction or on your credit file, so you may be entitled to have the money put back.
In writing, tell ANZ clearly what happened, the date and amount of the transaction or error, and that you did not authorise it or that it is a mistake on their part. Ask them to correct the error and refund the amount, and keep a copy. Where the transaction was unauthorised and you did not contribute to it, the ePayments Code means you are generally not liable, and ANZ must fix any error it has made on your account or credit file.
A formal complaint should be answered within 30 days. If ANZ does not respond in that time, or the answer does not fix the problem, you can escalate to the Australian Financial Complaints Authority (AFCA). AFCA is the free, independent body for banking and credit disputes and can direct a bank to fix an error, waive a fee, or reassess a hardship application. Escalation costs you nothing. Our free tool drafts the letter and tracks the 30 day deadline for you.
Frequently asked questions
Am I liable if someone made a transaction on my ANZ account without permission?
Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. Tell ANZ in writing that the transaction was not authorised and that you did nothing to cause it. Ask them to correct the error and return the money to your account.
ANZ charged me a fee or made a mistake on my account. Do they have to fix it?
Yes. A bank must correct errors it has made on a transaction or on your credit file. Put the details in writing, including the date and amount, and ask ANZ to correct the error. If they do not fix it, AFCA can direct a bank to fix an error or waive a fee.
How long does ANZ have to respond to my refund complaint?
A formal complaint should be answered within 30 days. If that time passes without a response, or the response does not resolve your issue, you can take the dispute to AFCA. Keeping a dated copy of your complaint helps you show when the clock started.
What is AFCA and does it cost anything?
AFCA is the Australian Financial Complaints Authority, the free, independent body for banking and credit disputes. It can direct a bank to fix an error, waive a fee, or reassess a hardship application. Escalating to AFCA is free, so you do not need to pay anyone to take your ANZ dispute further.
I am struggling to repay an ANZ loan. Can I ask for a pause?
Banks subscribing to the Banking Code of Practice must consider a hardship variation, which can mean paused, reduced, or restructured repayments, when you ask. Put your request in writing. If ANZ refuses to properly consider it, AFCA can reassess a hardship application at no cost to you.
What if ANZ just ignores my letter?
Silence is not a dead end, it is a deadline breach. ANZ is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to AFCA (the Australian Financial Complaints Authority) arrives pre-filled and ready to lodge. Escalating is free.
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Open the ANZ armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.