More than a third of Australian shoppers who use credit cards to pay for goods say they’ve experienced problems when it comes to getting their money back, according to new research.
Key points:More than a quarter of Australian consumers use credit card to pay online for goods and servicesThe study found shoppers who have problems getting their cards or payments processed may not be aware of it or think it is an issueThey said the majority of Australians who use cards are not aware of their right to a dispute, and may even think they are getting a fair deal, researchers sayThe research, by Australian consumer and data protection watchdog ACCC, found almost three quarters of consumers said they have experienced problems getting credit cards or other payment services processed, including credit card fees and fees for processing, fraud protection or other services.
About 20 per cent said they had been charged an incorrect fee or transaction fee, and one in five had experienced a problem getting their payment processed.
“When consumers shop online, they are paying for goods that are delivered to them, but the shopping experience may have been disrupted, especially if there are problems getting payment or the transaction to go through,” ACCC’s chief executive Carolyn Fairbairn said.
“For some people, the experience may even be less than they expect.”
The study, which was conducted for ACCC by a partnership between the Commonwealth Bank and research company Deloitte, also found many Australians are unaware of the right to dispute their credit card charges and fees.
“Many people may not realise that they have the right under Australian law to dispute any charges, including those related to the processing of a payment,” Ms Fairbairs said.
Ms Fairbaws group said consumers should be aware that consumers can file a dispute if they are unhappy with a transaction and the payment is not delivered.
“This could include the issue of fraud, where consumers may not know that their transaction is being processed by a third party,” she said.
The ACCC said the study did not prove that consumers had an unfair advantage, but added the research was important because it provides consumers with information about how to resolve disputes.
“As part of our ongoing investigation into the way consumers are paying their credit cards and other payment costs, we will also be examining the way we enforce credit card refunds,” Ms McNeil said.
Topics:consumer-protection,consumer-finance,consumerism,consumer,credit-card,consumerist-policy,consumerise-all,debt-collection,australiaFirst posted November 19, 2018 06:38:50Contact Ashley CooteMore stories from Western Australia