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Protesting card transactions. Disputing card transactions Disputing card transactions

A credit card is the most convenient payment method in the modern world. But its mobility and comfort do not exclude the possibility of making mistakes when making transactions. If an error is found, you should immediately contact the bank so as not to lose money and challenge the procedure.

What card transactions can be disputed?

Moments in which transactions are made erroneously are a frequent occurrence. People are wondering, “Which card transactions can be disputed?”

List of credit card transactions that can be challenged:

• transactions without the knowledge of the owner;
• the operation of debiting the amount after the loss or theft of a credit card;
• the operation of transferring money abroad, when the owner did not go anywhere;
• doubled transactions, mistakenly debited the amount twice;
• the refund amount is not credited in full.

Losing a credit card is a dangerous moment. Fraudsters can find her and take the entire amount of money from her. In order to avoid unpleasant incidents, you should immediately contact the bank and block the account.

To challenge an erroneous transaction abroad, the owner's passport will help. It is provided to the bank, and on its basis the debited amount is returned to the account.

When paying for services with a bank card, the terminal may stop working and the cashier will withdraw one amount from the account twice. In this case, you must dispute the transfer and provide the bank with a check from the store. Based on it, the money is returned, and the error is confirmed.

Situations in which a person withdraws money, but the ATM does not give it back can also be challenged.

To dispute credit card transactions:

• withdraw an ATM on your phone;
• contact the branch of the bank that installed the ATM;
• write an application for a refund of the transaction;
• wait for a response from the bank.

The bank checks the details of the transaction. If the problem is in the ATM, then he returns the money to the credit card. If the problem is in the bank that provided the credit card, then you need to write a statement to them in order to challenge the operation.

How to do it?

The NPS Law states that the owner of a credit card must immediately report its loss or an incorrect transaction.

If the bank informs the credit card holder about suspicious transactions, then the client must dispute them within 24 hours and write a statement.

How to dispute a card transaction?

Step 1. Notify the bank about an erroneous transaction:

• by phone;
• via SMS, through the "mobile bank" function;
• in the client card on the bank's website.

It will be preferable to write to the bank department. The application is a guarantee of consideration of the case.

Step 2. Attach required documents:

• payment receipts;
• purchase receipts;
• a copy of the foreign passport;
• account statement;
• a copy of the complaint to the police about the loss, etc.

Step 3 Block credit card to avoid fraudulent activities.

Step 4. The security service of the bank checks the facts of fraud provided.

Step 5 If the money was written off through no fault of the owner, then the bank seduces them.

If you do not understand how to dispute erroneous credit card transactions, contact our lawyer. He will competently answer your question and help you solve the problem.

Where to apply?

The first action of the cardholder should be to call the support service to block the card.

The next step is to contact the nearest branch of the bank. The victim writes statements about the loss or theft of the card, supporting it with the documents indicated above in the article.

The application is considered from 10 to 60 days.

By Sberbank card

Sberbank is loyal to customers and makes it possible to return debited money.

There are two return options:

• through the Internet banking of Sberbank;
• personal communication with a bank employee.

To dispute the error, the applicant must have a receipt for the transaction. A mistake made in the details of the transfer freezes the money and after 10 days they are automatically returned. If the account with the mistake made exists, then the person will receive money. In this case, you should apply to the Sberbank department for a refund. If this fails, the application is submitted to the court.

By debit card

In order to challenge transactions on a debit card, an application is written. All transactions that were not committed are indicated and evidence is provided.

For the security of the card, you must activate the SMS service. Notifications about transactions with the card will help the owner track the write-off of funds.

If the applicant turned on a false alarm, then he will need to pay a fine. Banking institutions determine the amount of the fine on their own. It can vary from 600 rubles to 1500. The applicant must also cover the expenses of the employees of the banking institution for the investigation.

Term

Within 24 hours, the cardholder must report its loss.

To the question: "How long can I challenge the transfer of money from card to card?" the law is not clear. There are cases when the owner is not aware of the transactions made and the bank extends the deadline for submitting an application until the receipt of the statement.

Employees of banking institutions consider the complaint within 30 days. If transactions are made abroad - 60 days.

If the victim files a complaint with the court, bank employees must return the money within 10 days. After the refund is made, an investigation into the erroneous debiting is carried out. If employees of a banking institution prove that the fault of the injured party, and not them, then the money is transferred to the bank's transit account. There they are stored from 45 to 90 days, depending on the complexity of the situation.

In the life of any of us, there have been cases when the seller made a mistake when paying with a card or had to return a low-quality product. And what if, even worse, the bank's client faced fraud?... To help solve such cases so that they do not turn into a "going through the throes", and our article from the series "Fingramot with MTBank" is sent.

Traditionally, Nadezhda Denichenko, Head of the Card Center of the Retail Operations Department of MTBank, helps us.

Disputed transactions can be divided into non-fraudulent(those operations that were carried out by the cardholder or with his knowledge, but the client does not agree with them for any reason) and fraudulent(that is, transactions in which the cardholder did not participate and did not authorize them).

Let's consider each type of disputed transactions and start with everyday ones: practice shows that our citizens are more likely to encounter situations that are more related to the human factor.

In the practice of any person, there are cases of disputing the amount of the purchase(for example, a person took three bottles of milk, and he was counted four). Or it may be about discovering the marriage upon returning home.

In the case of cash payment, everything can be quickly resolved on the spot - the main thing is that the receipt be kept.

Difficulties may arise when paying by card - in this case, the sellers begin to refuse to cancel the operation, citing some mythical difficulties. However, this is not the case - the operation can be canceled.

So, if such an unpleasant situation has occurred, then first of all the client can (and should) try to resolve this situation with the outlet on his own, since only she can cancel the transaction that has already been completed. The bank cannot do this, since, according to the rules of the Ministry of Railways, it is obliged to accept successful authorization for processing and debit the funds from the client's account.

In this case, the seller or the store administrator can solve the problem in different ways: either return the difference in cash, or cancel the wrong operation and carry out a new one.

The main snag of the store staff with the cancellation of the operation is that the sellers or cashiers do not know what to do in this disputable situation. Although acquiring banks are required to provide their merchants with instructions that indicate the algorithm for the cancellation procedure. Thus, if the seller cannot or does not want to cancel the transaction, then he must be asked to act according to the instructions of the acquiring bank or make a call to the bank for advice.

Subject to the correct cancellation of the operation, the money should be returned to the buyer's account within 5-7 days.

If it is not possible to establish contact with the outlet or the outlet refuses to resolve the situation, the client can contact the issuing bank and write an application to protest the specified operation. It will be very good if the client managed to keep checks / receipts / correspondence / other documents confirming the transaction and containing the “correct” amount of the transaction. Otherwise, it will be extremely difficult to prove the validity of the client's claims and the outcome of the protest will rather depend on the integrity of the outlet.

The time for solving the problem in this case is declared in the contract concluded between the client and the bank. It specifies the period during which the client must, in case of disagreement with the account statement, submit a claim to the bank. If the client does not do this in a timely manner, the bank has the right to refuse to consider the application.

In addition, the rules of the IGA also provide for maximum time limits for protesting transactions. In most cases, they are 120 days, but in some cases less. And only in case of dispute of payment due to non-receipt of goods/services, this period can be up to 540 days, subject to a number of conditions.

After these deadlines, the issuing bank will simply not have the opportunity to even try to protest the transaction disputed by the client.

The period required for the bank to conduct an investigation/protest of a payment may vary significantly depending on the situation and the list of actions taken, but, as a rule, does not exceed 90 days. It is clear that the term for considering a disputable situation in the bank's structure will be significantly less than the holding of an international appeal under the procedures of the IPS.

You also need to understand that when conducting arbitration proceedings in the Ministry of Railways, the time limits increase significantly.

Another common situation is when receiving cash at an ATM or cash dispensing point, the cardholder did not receive the requested amount or the received amount differed from the requested one (including upwards). Here the client needs to contact the issuing bank and write an application with detailed description the circumstances of the situation. The bank will conduct an investigation and, in case of confirmation of the fact of a failure / error, will credit the funds to the client's account.

The same story with self-service devices. If the cardholder replenished the account or made a payment through the information kiosk, but the funds were not credited to the account or transferred to the service provider, then you need to contact the issuing bank and write an application.

If the client, due to his negligence, forgot money at an ATM or did not wait for their issuance and they were taken by another person after his departure, then in such a situation it is necessary to contact the police department for an investigation in accordance with the law. The bank, in turn, will provide information support to the investigating authorities by providing all the necessary data and video surveillance footage.

Now let's talk about unauthorized operations.

If the client discovered that someone performed actions with his account without his knowledge, then first of all it is necessary to immediately block the card through which these operations are performed. Information on how this can be done is contained in the agreements, on the bank's website, and must be communicated to the client at the time of issuing the card. In addition, the phone numbers of the 24-hour support service for holders are contained on the back of any card.

Next, the client needs to contact the issuing bank within the time period specified in the agreement (but it is better to do this as soon as possible) and write an application to protest these transactions. In addition, depending on the situation, the bank may need other documents, for example, a copy of visa stamps from the passport, indicating the location of the client at the time of the disputed transactions, and others. Of course, it will be necessary to provide and return the compromised card to the bank.

Further, the bank will consider the received application according to the established procedures: conduct an investigation, request documents confirming the transaction from the outlet (if appropriate), protest the operation according to the MPS procedures (if possible and appropriate).

Often, during the investigation, the bank manages to establish the fact of the so-called "friendly fraud", that is, the involvement of relatives or acquaintances of the client in the commission of disputed transactions. And it happens that the client himself “forgot” something. In this case, the bank will offer the client to continue the proceedings on their own or with the help of the Department of Internal Affairs.

If the bank failed to protest the transactions, then the bank may consider the issue of reimbursement to the client of unauthorized debited funds at the expense of the bank. And here, of course, the role will be played by how conscientiously the client followed the rules and followed the recommendations of the bank to ensure the safety of their own funds.

If the unauthorized use of the card occurred on the territory of our country, the client also has the right to contact the Department of Internal Affairs for an investigation in accordance with the law.

Earlier in the "Financial Literacy" cycle with MTBank

← All about cards ← Cards and payments

Chargeback, or How to cancel a card transaction?

Dear readers, of course, you know that two parties are involved in any transaction with a plastic card. The client and the bank (if this is cash withdrawal from an ATM) and the client and the store (if this is a payment by card in a merchant). Naturally, there are situations when one party makes claims against the other, and the money has already been debited from the card. How to cancel a transaction on a card that has already been completed?

Chargeback - how much is in this word

The procedure that will be discussed is called chargeback. There are many definitions of this operation on the Internet, but most of them are so vaguely written that it is beyond the power of an ordinary person to deal with it.

Chargeback is a financial claim that your bank (based on the application) issues to the merchant's bank. Based on the results of the investigation, the money is either returned to you or not.

When can a chargeback be initiated?

• You paid with a card in the store, and the purchase amount was debited 2 times.
• You did not receive the product (for example, purchased on the Internet) or its quality did not suit you.
• You do not agree with the amount/date of debiting.
• You are sure that you did not perform the operation.
• The seller refuses to return the money to the card for the goods that you want to return.

These are the most common situations.

Cancellation of the operation on the card: the devil is not so terrible

The Internet is teeming with indignant customer posts, reporting that the bank allegedly refused to “do the chargeback” and return the money. All this is from the evil one from ignorance of the process. I will try to describe it to you as simply and accessible as possible.

1. It all starts with an extract. For example, you receive a statement in a branch (or in the Internet bank) and see that the amount of the purchase that you made was debited twice or you did not make such a transaction at all.
2. You contact the bank, write a statement about a disputed transaction and provide supporting documents (for example, a check from a store). There is one very interesting point here. The thing is, you are limited in time. Read carefully the agreement that you entered into with the bank. Thus, Vozrozhdeniye Bank says that the client must submit an application within 45 days from the date of the operation, otherwise the claim may not be accepted by the bank. And the client of Petrocommerce Bank must dispute the transaction before the 15th day of the month following the month in which the transaction was made. Of course, each case is individual, therefore, despite the specified deadlines, banks require customers to keep all checks for 180 days.
3. The bank, having received a statement from you about a disputed transaction, sends it to the appropriate payment system. Please note that this is where its functions end (roughly speaking). That is, it is absolutely in vain that many clients curse bank employees. They simply cannot influence the situation in any way, because. She is already out of their reach.
4. The payment system analyzes the received documents and sends a request to the acquiring bank.
5. The acquiring bank, in turn, makes a request to the store with a request to provide checks (or other confirmation of the transaction). As you understand, if we are talking about the so-called double write-off, then the store must provide 2 checks.
6. If the store has only one check (and more often it happens) or it doesn’t exist at all, then the acquiring bank reports this to the payment system, which instructs the issuing bank to satisfy the customer’s chargeback and return the money to the card.
7. Subsequently, the acquiring bank withholds the required amount from the store for the following refunds.

If you return the goods to the store, then, as a rule, everything is decided on the spot. Either the store is equipped with a terminal with a return function, the card is swiped in front of you and you receive a check indicating that the operation has been canceled and the money will soon be returned to the account. Or the outlet itself contacts its bank and initiates the procedure for returning funds to you.

If the store refuses to return the funds, you should not be upset. Again, you need to initiate a chargeback, i.e. do all the above procedure. The same can be done if you are not satisfied with the quality of the product or it is not delivered at all (for example, when buying via the Internet).

But what to do if the fact that you did not complete the transaction was not confirmed? In other words, did you perform the operation?

Chargeback: error price

We talked a little about what awaits those whose claim turned out to be unfounded in the article “They stole money from the card. Who is to blame and what to do? ".

You understand that money and time of three organizations were spent on your application at once!

Accordingly, someone must answer for the fact that the alarm was false. And that “someone” will be you. So, the penalties for an unsupported financial claim are as follows:

• VTB24 - 1500 rubles;
• CB "Renaissance Capital" - 600 rubles;
• Ural Bank for Reconstruction and Development - 600 rubles. + expenses of the parties involved in the investigation.

What should I do to avoid paying such fines? Before filing a disputed transaction report, ask the next of kin who have access to your card to see if they made the suspicious transaction. Believe me, the percentage of cases where this is true is close to 100.

In all other situations, you will be able to cancel the transaction and return the money. The main thing is to carefully and timely check the statement!

User comments:

Oleg

The scammers somehow found out the card number and cvs debited 1,500 rubles from it to the MTS number, on the same day wrote a claim to the bank and MTS. Money for another 4 days was in a state of HOLD, MTS replied that they would not return the money and wrote off the money. And you say you can return. Greedy guys from MTS are even ready to take stolen money

Oleg, unfortunately, in this situation, when you yourself, violating the terms of use bank cards, provided strictly confidential information to third parties, neither the bank nor the recipient organization will return the transfer, they simply have no legal grounds for this.

You can apply to the court or other bodies of internal affairs with an appropriate application to compensate for damage.

09.03.2017
Alexander

I paid for a major overhaul a month ago, 1000 rubles through Sberbank online, is it possible to change this transfer and return the money when contacting the bank?

09.03.2017
Julia

They swiped my card and returned the item. They issued a receipt that the operation was cancelled. How long do I have to wait until the funds are credited back to the card account? What if they don't enroll?

11.05.2017
Maksim

Good day. Accidentally transferred 15,000 rubles to Avito's wallet. Can you tell me if it is possible to return this money back to your card and how to do it?

Maxim, unfortunately, it is almost impossible to withdraw funds transferred to the Avito electronic platform. In this situation, you can try to contact the Support Service or write an appeal on the site. After that, depending on the response received, further actions can be taken. However, there is no withdrawal of funds from the electronic wallet in the list of services provided.

17.05.2017
Victoria

Good afternoon. We paid for the kindergarten according to the details, but did not indicate the child's personal name, in the kindergarten they say there was no payment. Is it possible somehow to return the money to the card back.

Victoria, in this situation, you need to contact the Bank branch and fill out an application-request for a copy of the payment order confirming the transfer of funds. Further, with this document you need to contact the accounting department of a preschool children's institution. The organization's current account will show the movement of funds. That is, whether they are on the current account of this institution or were returned to the sending bank due to the inability to identify the final recipient.

20.05.2017
Natalia

Good day, Natalia! How can I return money from a broker to a card? How to proceed with the return process.

28.05.2017
Alina

Hello Natalia! We paid for the purchase with a card in the store, a cancellation was made for one product. They said that the money would be returned within 3 days, but this did not happen ... they wrote a statement to the store, attached a bank statement and a check, the answer was received that the claims you need to send the bank ... Is this correct ?! Where is the money stuck now?! In the statement for the date and time of purchase it says "transaction cancellation"

Alina, as a rule, there are no problems with such refunds. Please note that funds are not always returned to the card within 3 days, very often crediting occurs before the expiration of 7-10 business days, which is usually warned by employees of the trade and service point. At the same time, it is not the bank that should solve the problems with non-return, but the store.

29.05.2017
Alina

Natalia, I'm sorry! I wrote an application to the store a month ago, received a response yesterday. And two months have passed since the purchase ... I'm confused where to go now ?!

30.05.2017
Natalia

Natalya, the money was transferred from the Sberbank VISA card to a broker, where several transactions were made, some profit was received, but I don’t want to work further, I made a request for a withdrawal, but they are silent, as if they don’t refuse and don’t put on a withdrawal, I applied and to the support service, but all in vain. The money is on my personal account, but I can’t withdraw it.

05.06.2017
Kseniya

Good afternoon. I bought equipment in an online store, as it turned out later - fraudulent. The payment looked like bank details, but in fact turned out to be in Yandex.Wallet. A statement to the police has been written - the case has not yet been opened. Does it make sense to contact my bank? In Yandex?

18.06.2017
Maksim

Hello.

They stole a parcel ordered from China at the local post office, the seller refuses to return the money, referring to the fact that, according to the tracking data, the shipment was delivered to the local office. What should be done?

Maxim, if the track was tracked and its status in the system was "delivered to the post office", then you need to make all claims to the Russian Post. In this situation, the seller is absolutely right that he refuses to reimburse you for losses, because he has fulfilled all his obligations.

19.06.2017
Anna

Good afternoon,

Tell me, please, does it make sense to contact the bank and write a statement of disagreement with the operation?

I made an order in the online store more than a month ago (the online store is located abroad), the purchase amount was written off, I never received the goods, the seller regularly answers the letters, something from the series that the goods will be sent soon and so for a month.

19.06.2017
Svetlana

Good evening! Bought a card gym and it never opened. The court won, but there are no funds on the defendant's bank account in Alfa-Bank. Paid with a bank card. Can you please tell me if it is possible to return the funds through the savings bank? Thank you.

20.06.2017
Evgeniy

Tell me please, they allegedly called from the bank and said to name the month / year of the card, after which the funds were entered, SMS did not say with a confirmation password, after which the funds were debited, the transaction was processed in the personal account, can I somehow cancel it or freeze it?

21.06.2017
Paul

Hello!

Please tell me how to deal with this situation.

In general, he carried out an online money transfer from card to card, apparently he got into a scam http://card-to-card.org/, that is, there is no site as such, something can be done about it or the money cannot be returned ? If all the same there are options, then what is the algorithm of actions?

Thanks in advance!

Pavel, you can contact the branch of the issuing bank and file a claim. However, as a rule, since the fault of the bank itself is not here, then you are unlikely to be reimbursed for the lost money.

28.06.2017
Olesya

Paid Kindergarten through Sberbank Online, and all the details have changed. How to return money?

Olesya, in this situation, you need to contact the Sberbank branch, where employees can see the status of your payment. Most likely, if the recipient's account specified in the payment order no longer exists, the funds will be returned to your card or account from which the transaction was originally performed.

05.07.2017
Egor

on charge4me.com money is debited 499 rubles. every month from a bank card how to block debiting money on this site

07.07.2017
Sergey

Hello! I made a deposit of 1000 rubles for the services of lawyers, signed an agreement for 35 thousand, and then I read on the Internet that it was a scam. And even in case of refusal of their services, they prescribed in the contract the obligation to pay the full amount. I don't want to use their services and go to their office. Is it possible to ask the bank to cancel the purchase referring to the fact that the services have not been provided and will not be. Or is it all decided by an agreement that is not in my favor?

Sergei, in this situation, the bank is only an intermediary in the transfer of funds. That is, you sent them on your own initiative, and at the moment the funds are already with the recipients, with the second party under the agreement. Therefore, the bank cannot, on its own initiative, without the acceptance of the recipient of the transfer, cancel it and return the funds to your account/card.

07.07.2017
Artem

Registered on the site nfl.com in order to use the free 7-day opportunity to view content. I provided my credit card when registering. Because I don't know well English language I didn’t see the section on renewing the subscription in my account. After the end of the free period, the amount of money was debited from my account for the purchase of a ticket for the entire season (game pass) worth ~ 12,000 rubles. I wrote three letters to the technical support of the site with a request to return my money. To which I received a negative response (I enclose the text of the letter):

Unfortunately you finished your free trial of 7 days without stopping it on time.

Currently you don't have the autorenewal, so until next year you can enjoy your game pass.

In this case, we are sorry to inform you that no refund has been allowed.

I strongly disagree with this. I haven't even watched a single match or used the site (other than logging into my account), so paid service haven't used it (and yes, the season hasn't even started yet). I do not know what to do. Since this is not Russia and the legislation of America on these issues, I do not know. The amount is large and I would like to return it. Help me please.

best regards, Artem

Artem, unfortunately, indeed, in this situation, you are unlikely to be able to return the debited funds. In such cases, payment is made regardless of whether you used the services of this site or not. And ignorance of a foreign language cannot affect the fact that you probably put a "tick" during registration, confirming your agreement with all the terms of use of the service.

In this case, any legislation will be on the side of the recipient of funds providing paid services.

07.07.2017
Ivan Panarin

Good afternoon! Could you advise on the matter. Summer is now vacation time. Everyone is going south for rent. Found a suitable option for us contacted the person who gave the announcement. Negotiated and agreed on the dates we needed and so on. The girl said that she works through an agency and so that our option is not taken, you need to leave an advance payment of 3300 rubles through the agency's website. My girlfriend transferred the required amount through the site from the Alfa Bank card. The next day I decided to check the site, it turned out that they do not charge money for booking, but for providing a database of apartments and houses from whom you can rent a house! They refused to refund the money over the phone. Can I cancel a transfer and get a refund?

Thanks in advance!)

08.07.2017
Sergey

Thank you for your detailed and well thought out answers!

Ivan, unfortunately, it is impossible to cancel the operation carried out on your initiative using the card. In this situation, I recommend that you first contact the landlord and clarify the legal aspects within which she interacts with this agency (unfortunately, you did not leave a link to it, it would be interesting to look at this site). Perhaps, after all, the amount transferred by you will be used as an advance payment for accommodation. Further, if both the landlord and the intermediary agency really carry out their activities outside the laws of the Russian Federation and are not going to fulfill contractual obligations, decide this problem it will be necessary when applying to the internal affairs bodies and the courts with an appropriate application.
More:

If the payment for air tickets was made on the official website of any airline or its representative office, then you need to contact the support service by phone or send a request to email address indicated on the site.

Olga, the article above describes in detail the ways to issue a refund to the card in certain situations.

15.07.2017
Olga

Hello! You can learn more about the chargeback procedure. The description says that:

You did not receive the product (for example, purchased on the Internet) or its quality did not suit you.

You answer everyone that it is impossible to return the money, because. we pay voluntarily. How else? I want to buy an expensive item in the online store now. Of course I will voluntarily transfer the money to them. How can I do this so that I can make a chargeback if the goods are not sent to me? Thank you!

15.07.2017
Julia

Good evening. I made a purchase in the online store and immediately paid the full price on the site with a Tinkoff debit card. The money was debited and the sign "waiting for authorization" appeared. After 8 days, I received the parcel in my hands and signed for receipt. They sent me a check in the mail. However, in the application, this purchase was still waiting for authorization. After 10 days, this purchase disappeared from the list of transactions altogether and the funds were returned. The item was in my possession. I did not write any complaints and on the product website in my account it is indicated that the purchase was made, transferred and paid. How did it happen and who in this case still did not receive the money? It is worth clarifying that the purchase fell into special offer Tinkov, which ends in 11 days. And I had to get a good cashback. If the operation is carried out again not within the validity period of the promotion, then the cashback will be different

Julia, most likely, the operation was not reflected in the statement on your card for some technical reasons. However, the date and amount are constant details, and it will not be possible to repeat this operation without using the card or its details. If, for some reason, bonuses are credited in the wrong amount, you can always file a claim, attaching information from your personal account in the online store as evidence.

01.08.2017
Vladimir

The child transferred 15,000 rubles. from a Sberbak credit card to the website www.ok.ru. How can I cancel this banking operation and return the specified amount?

Please help me figure out how I can block the operation on the card.

Once I was deducted 100 rubles for services that were not provided. I came to the bank, wrote a statement challenging the transaction - and the money was returned.

But it's 100 rubles. What if the amount is more? As far as I know, neither "Visa" nor "Mastercard" transfer money immediately. This takes 3-5 days. Is it possible to dispute the transaction and return the money in a month? What do I need to do?

Sincerely,
Natalya Sh.

Michel Korzhova

financial advisor at Tinkoff Bank

Natalia, if you definitely didn’t make the operation, the issue of erroneous debiting will be resolved through your bank. Here's how it will be.

materiel

The service for contesting transactions is called "chargeback". You can challenge an erroneous write-off or an operation that the client refused.

The contract with any bank indicates the timeframe during which you need to contact the bank to challenge the operation. Most often, this period is no more than 60 days - this is 30 days from the date of the statement in which this operation was reflected. If you contact the bank after 61 days or more, then the chargeback may be denied.

In Tinkoff Bank, this requirement is spelled out in clause 7.2.5 of the general conditions for opening, maintaining and closing accounts for individuals and looks like this:

The deadline for filing a claim varies depending on the situation. General rule one thing: the bank will take time. If you dispute the transaction, the bank may request additional information. If you refused a service or purchase, the bank may ask you to provide proof of such refusal.

It may happen that you are sitting at home, and you suddenly receive an alert about a purchase or debit. I recommend that you first check to make sure you did not perform this operation. It happens that the message about debiting money comes after a while. For example, I sometimes buy apps from Epstore. Messages about the debiting of payment for these purchases always come to me after a certain period of time - a week or even two. At first I am afraid that this is some kind of mistake, and then I understand that I really confirmed such a purchase myself.

If you understand that you absolutely did not make a payment, block the card and contact the bank. If the operation was performed by scammers, this will help to avoid even greater losses. If this is some kind of failure on the side of the bank, the money will be returned soon. Usually such issues are resolved within a few hours and you don’t even need to go anywhere.

Situations with such write-offs may vary, for example:

1. the money was written off by your bank;
2. the money was written off by the acquiring bank;
3. scammers worked.

Depending on the type of transaction that you want to dispute, the time and procedure for the return of funds will depend.

Since you did not talk about fraudulent activities in your letter, we will consider the first two cases.

If the money was debited by your bank by mistake

If the charge was for some service of your bank - for example, the fee for SMS notifications about all transactions was charged, although they are disabled for you - you just need to contact your bank. Sometimes a simple call is all it takes. Specialists will check the information, and if the service is really disabled, the money will be returned to you within a day.

On the side of banks, failures can sometimes occur, due to which amounts are written off without explanation. The procedure is similar: contact the bank, the specialist will record the appeal, explain the situation - and the money will be returned. Usually such issues are resolved within a day.

The money was debited by the acquiring bank

If the failure occurred on the side of the acquiring bank, it may take longer to return the funds.

It is important here not to confuse a failure in the acquiring bank with money stolen by scammers. For example, if you are in Moscow, and an operation took place in Rio de Janeiro on your card, this is most likely the work of scammers. This will require an appeal not only to the bank, but also to the police. How to try to get money back from a stolen card,

If, at the time of purchase, you were repeatedly debited for the same service, contact your bank. In some cases, a call may be enough, while in others an application may be required: it all depends on the internal procedures of the bank. Everything, on this your actions end, and all that remains is to wait.

Your request will be recorded and your bank will contact the acquiring bank. If the error information is confirmed, your money will be returned. But this may take more than one day.

A friend of mine once paid for a subway fare and was charged five times. He contacted his bank, and the money was returned: a failure was confirmed on the side of another bank that made the payment from the metro side.

Erroneous contestation

If, when checking the information, it turns out that it was you who made the operation, the money will not be returned to you and a fine may still be charged for an erroneously disputed operation. Usually it is 1000-1500 rubles and is spelled out in your agreement with the bank:

If you have a question about personal finances, expensive purchases or a family budget, write to: [email protected] We will answer the most interesting questions in the magazine.