Advice for consumers affected by the Woolworths double payment glitch

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Consumers who are affected by the double payment glitch experienced by Woolworths’ supermarkets and their affiliated retailers are being urged to ensure they get a refund for the unauthorised withdrawals and to consider claiming for any consequential costs.

The Woolworths’ group of companies, which also includes Big W and the BWS and Dan Murphy liquor outlets, have promised all affected customers will be refunded as soon as possible. The company is working with their payment processing contractor Cuscal which has accepted responsibility for the technical malfunction.

Acting Commissioner for Consumer Protection David Hillyard said affected consumers should check their bank account and credit card balances in the next few days to confirm the unauthorised withdrawals payments have been repaid.

“If consumers have been charged any extra bank or credit card fees as a result of the unauthorised withdrawals; such as overdrawn, default or interest charges; they should contact the financial institution involved and demand the charges be reversed.” Mr Hillyard said.

“Consumers, who do not receive refunds or are not reimbursed for any consequential costs, should firstly contact their financial institution to resolve the issue. If there is no resolution despite these actions, consumers can contact Consumer Protection for further advice and assistance.

“Customers who have suffered financial stress and inconvenience due to the unauthorised withdrawals should not be out of pocket for an issue which is not of their making.”

Consumer Protection can be contacted by email or by calling 1300 30 40 54.


Media Contact: Alan Hynd, (08) 6552 9248 / 0429 078 791 /  

Consumer Protection
Media release
10 Aug 2017

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