Payment charged twice or wrongly: how to check, dispute and complain (New Zealand)

Is the service having trouble?

Check the status of the service on this site, which is based on reports from the last 24 hours. Look at the service's official website and check whether it publishes an official status page (this site will link to it if we have found one).

A spike in reports, or an official status message about a fault, may mean the problem is not only yours. A normal status and few reports suggest the charge is an issue with your account only.

If you see recent reports about the service, that is a sign others may be experiencing the same problem. This is helpful information when you contact the service to ask about your charge.

What to do right away

This helps you work out if the problem is your device or connection.

Go to the official help pages and contact page of the service (linked from the service page here). You can also report the service on this site using the report button; one report per service per hour is allowed.

Check your bank's records or online banking to view the charge. Write down the date, amount, and reference number. Your bank's internal complaints team is a good first contact—they can confirm whether the charge went through once or more than once.

Who can confirm a problem, and how to reach the service

This site shows unofficial reports only. The service and your bank are the official sources for confirming whether a charge was wrong or doubled.

The service's official status page (linked here when available) and its help pages are where you can get a confirmed answer.

If you were charged twice or wrongly: how to dispute it

Contact your bank's internal complaints team first. It is helpful if you try this before going to an ombudsman. The bank is entitled to a fair chance to deal with your complaint itself.

You can ask the Banking Ombudsman to take a formal look if the bank's final answer leaves you unhappy, or if more than two months have gone by since you complained. You can make your complaint through their website, by email, by phone, or in a letter. It can take up most kinds of banking complaints, but not every kind. An early resolution service is also on offer, to help you and the bank settle the matter together.