How do I dispute a Standard Purchase?

If you identify an unauthorised transaction on your account, call us straight away on 0800 119 100 from NZ or +64 9 580 7399 from overseas. For peace of mind, you can also temporarily place your card on hold by logging into My Account so the card can’t be used.


If you wish to dispute a Standard Purchase or cash advance transaction on your Mastercard (eg: charged an incorrect amount, services not provided, goods not received, ATM has disbursed the incorrect amount of cash) you will need to complete a Notice of Disputed Transaction form.


You must report the disputed transaction to flexigroup as soon as identified.


Please return the completed Notice of Disputed Transaction form and any applicable supporting documentation to [email protected], or alternatively via post to: Flexi Cards Chargebacks and Disputes, PO Box 94013, Auckland 2241.


Please note once documentation has been received, it may take up to 30 days for us to respond and confirm no additional information is required.


For any travel related disputes please contact the relevant merchant to seek assistance. The merchant will take action and deliver the appropriate outcome as stated in their terms and conditions.