When something goes wrong in conjunction with a purchase
If you don’t receive the purchased goods or service, or if your account is debited twice, you should, as the first alternative, contact the place of purchase and ask for the error to be corrected.
If a correction is not made, you can initiate a cardholder dispute. In these cases, you must submit supporting documentation which verifies that you have been in contact with the place of purchase. Such documentation may include an order confirmation, communication between yourself and the vendor, or a police report.
If you are unsuccessful in contacting or receiving assistance from the vendor within 30 days, it is important that you initiate a cardholder dispute as soon as possible, as Mastercard and Visa have time limits for this.
If the company from which you have made your purchase goes bankrupt, and you are therefore not able to use the goods or service that you have paid for, you can initiate a cardholder dispute for “services not provided”.
Preliminary card purchases
It is not possible to initiate a cardholder dispute for preliminary card purchases or withdrawals. Preliminary card purchases are reported to the customer as "Prel”, followed by the name of the vendor. It may take 5-7 business days for a preliminary card purchase to be debited from your account.
Purchases and withdrawals not made by you
If you discover transactions that you haven’t carried out yourself, you have the right to initiate a cardholder dispute. Block your card as soon as possible in order to prevent further unauthorised purchases. You will also need to report the matter to the police and add this report to the cardholder dispute.
Stolen or lost card
If you are about to initiate a cardholder dispute concerning card purchases and withdrawals made with a lost or stolen card, it is important that you also block the card if you have not done so already. You will also need to report the matter to the police and add this report to the cardholder dispute.
When something goes wrong in conjunction with a cash withdrawal at an ATM
If you do not receive the requested amount at an ATM, you can use the cardholder dispute form that can be found further down the page. If something goes wrong in conjunction with a deposit to a cash deposit machine, you will need to contact one of our branches in order to fill in a special form.
