How do I dispute an ING unauthorised transaction?
How to challenge an ING unauthorised transaction dispute using the ePayments Code and AFCA review rights.
Regulator
AFCA
Key legislation
ePayments Code
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to AFCA is prepped and ready.
An ING unauthorised transaction complaint is usually about whether the bank accepted a card or digital payment that the customer did not authorise, or whether the bank acted quickly enough once the problem was raised. The ePayments Code is the key consumer framework for electronic payments and card transaction disputes.
Keep the statement, transaction time and date, any screenshots, and the complaint you made to ING. Ask the bank to explain the decision in writing and whether it considered the cardholder protections that apply to the transaction.
If ING does not fix the matter, AFCA can review the complaint. The main point is to focus on the bank’s process, the evidence you supplied, and the outcome you are asking for.
Frequently asked questions
What does the ePayments Code cover?
It covers how banks handle certain electronic payments and unauthorised or disputed card transactions.
How quickly should ING investigate?
It should act promptly and give you a clear explanation of the decision.
Can I challenge a transaction if I did not recognise it?
Yes. You can ask ING to investigate the transaction and explain its outcome.
What evidence matters most?
Transaction statements, screenshots, the time of the incident, and any bank messages.
Is AFCA available?
Yes, once the bank process is exhausted.
Should I mention the Code?
Yes, because it gives the dispute a legal framework and makes the complaint clearer.
What if ING just ignores my letter?
Silence is not a dead end, it is a deadline breach. ING 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 ING 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.