Merchant Refund to Closed ANZ Credit Card Account

Lsixpacksgirls on 15/04/2025 - 20:37
Last edited 16/04/2025 - 00:01 by 1 other user

Hey all, just looking for some advice.

My credit card has recently been used for an unauthorised transaction (~$2000). I’ve reported it as a fraud transaction and it was undergoing an investigation by the ANZ fraud team. The card was due to be renewed, and I wanted to avoid paying the renewal fees so I cancelled it as the ANZ team said it was fine to do so.

After some time, the case was concluded and the merchant refunded the funds. However, because the credit has been closed, the funds didn’t go through. I’ve been calling ANZ and Rebel multiple times and both parties are just saying they don’t have the funds. Rebel is just showing me the evidence that the refund was made and ANZ is saying that there’s nothing they can do and told me that I will have to work with the merchant to reprocess the refund.

Just wondering if anyone has any advice or tips to resolve this. Feeling really helpless and it’s getting really frustrating at this point. TIA.

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ANZ

• 

  soan papdi on 15/04/2025 - 20:51

  +3

  Usually the bank will send you a cheque with the amount owed. Surprised ANZ isn't doing that. If you have evidence about the refund, visit AFCA: https://www.afca.org.au/make-a-complaint

  • 

    sixpacksgirls on 15/04/2025 - 21:55

    Rebel has sent me a screenshot of the refund, but ANZ is saying that the funds won’t go through because the account is closed. They’re insisting that I contact the merchant to reprocess the refund. I’ll lodge a complaint with afca now to see if they can help resolve this. I’ve called ANZ multiple times, and this is getting nowhere. Thanks so much!

    • 

      soan papdi on 15/04/2025 - 21:57

      This has happened to me once. A small amount (less than $50) was refunded to a closed card and the cheque arrived 2-3 weeks later. I didn't have to run around. It's still possible that Rebel stuffed up but if you go to AFCA, both will have to cooperate. Good luck.

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  happydude on 15/04/2025 - 21:01

  +2

  Once you have hit your head against the wall a few times dealing with a bank, you lodge a complaint with the Australian Financial Complaints Authority.

  • 

    sixpacksgirls on 15/04/2025 - 23:08

    +2

    Have just lodged a complain on AFCA, thank you!

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  6079 Smith on 15/04/2025 - 22:26

  It will absolutely go through to a closed account, had it happen across multiple banks and they generally sent me a letter asking where I wanted the funds

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    sixpacksgirls on 15/04/2025 - 23:10

    One of the ANZ team said that the funds will go through even though the account is closed. But other times they’ve told me that it won’t go through. They’ve been really inconsistent with their advice and it’s really frustrating.

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  star-ggg on 15/04/2025 - 22:40

  ANZ customer service now that it's all moved overseas.

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  SmiTTy on 16/04/2025 - 00:12

  +1

  Happened to me on anz. Had a refund issued on an ANZ closed cc account. I called them up and have then my account details to transfer funds to.

  Was done in few days. Nice and smooth!

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  mulimulix on 16/04/2025 - 09:29

  I had it happen with St George not long ago, had to go into a branch (couldn't do it over the phone) and after ages going back and forth they realised the only way was to open a transaction account they could transfer the refund to. Was such a stupid process but eventually got the money.

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    sixpacksgirls on 16/04/2025 - 14:31

    Glad it worked out for you! ANZ has basically told me not to contact them anymore as there’s nothing more they can do for me, and to wait for AFCA to lead the process.

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  citrusreduction on 17/04/2025 - 10:29

  Happened to me once, they’re one of the worst banks to deal with once a card is closed, only was about a $20 payment but ANZ and PayPal were redirecting me back and forth, ended up lodging a complaint with AFCA and ANZ admitted they have lost the funds and gave me $250 hush money. Then a few weeks later PayPal took another $20 from me as a redraw as apparently ANZ requested it again from them. But the $250 covered it, it was so annoying

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  soan papdi on 27/04/2025 - 13:36

  @sixpacksgirls Any updates, OP?

  • 

    sixpacksgirls on 10/05/2025 - 11:53

    Yeap! It’s finally resolved. The fault was with ANZ, they managed to track the funds and it was in a holding account. Got the refund from Rebel, and transferred it back to ANZ. ANZ also compensated me with $250 for the trouble.