Visa glitch triggers duplicate charges for Rarotonga visitors

A Rarotonga bank is working to reverse a series of duplicate transaction errors affecting foreign Visa cardholders from November 2025, a glitch that has sparked local frustration and reputational concerns for tourism operators accused of double-charging visitors.

The Bank of South Pacific (BSP) Cook Islands has advised of technical issues causing potential duplicate transactions for customers using foreign Visa cards.

The bank noted that the technical issues affected transactions made on 14 November and 21 November 2025.

"There is a potential duplication on transactions made, which will be rectified today via reversal of the duplicated transaction. Any duplication would only be visible to the cardholder," the Bank stated yesterday.

However, the assurance arrived too late for some recent visitors. Many took to social media to raise concerns about unexpected or unknown transactions from supermarkets, stores, restaurants, and bars they had frequented while in Rarotonga. Some businesses were even accused of double-charging.

Cook Islands Tourism Industry Council president Liana Scott said that from their perspective, "this situation is understandably frustrating for both visitors and local merchants".

Photo/RNZ/file

"Incidents like this reflect poorly on businesses who have acted in good faith and can unfortunately create a negative perception of our destination, despite the matter being outside of operators' control."

Scott, the general manger of Muri Beach Club Hotel, said that while these technical issues do occur from time to time, it does not lessen the inconvenience caused to customers or the reputational impact on tourism businesses.

"I was recently reading an incident with an Australian bank, which reinforces that this is not unique to the Cook Islands," she said.

"We understand that the bank concerned has already contacted merchants and affected customers to advise that duplicate transactions will be reversed within the next day or so, which is a positive and necessary step."

"In today's digital age, we hope there will be clear learnings from this incident to strengthen systems and safeguards to help prevent similar occurrences in the future, protecting both consumers and local businesses."

Scott said that the tourism industry remained committed to delivering positive visitor experiences and appreciates prompt action and transparent communication when technical issues arise.

A Rarotonga-based expatriate, who wished not to be named, told Cook Islands News that they lost approximately $1150 in unauthorised transactions - on top of that, their New Zealand bank charged them offshore fees for the activity.

"Some of these were doubled up from two months ago. There was a $750 charge at Antipodes," they said. "I thought my card had been skimmed and was about to head up there to see their cameras to see who could have taken the money."

"I locked my card. And when I realised it was a bank error. I was in the middle of a big email to my NZ bank when I was told it was BSP. Just as well because my NZ bank would have cancelled my card."

Lush tropical foliage and coastline in the Cook Islands, highlighting the destination’s beauty as tourism operators urge quick resolution of duplicate transaction issues. Photo/Expedia

They also spoke with a restaurant owner who had received angry emails from tourists claiming he had withdrawn money from their accounts after they returned home.

"That would really damage his reputation. The banks here absolutely rip you with card fees and have rubbish systems in place. I think the people of the Cook Islands deserve a lot better than this third-world banking system," the expat said.

"I'm actually using Smartie more because I can see all my transactions instantly and right in the app, with no surprises. I even see my balance as I pay, where I can't do that on a card, I feel a lot safer about my money."

Meanwhile, BSP in a circular posted on social media, said, "All duplicate charges are currently being reversed, and cardholders should see the refunds returned to their account within 2-3 business days. You do not need to take action on your part as the merchant."

BSP Cook Islands was contacted for comment on the matter, including the total number of individuals impacted.

This story was first published in the Cook Islands News.