In these cases, you should open a dispute with VISA for them to assess the situation and decide how to proceed. Here are the steps to fill out the form located at the end of the article:
- Submission deadline
- Supporting documentation
- Possible amounts to claim through the form
- Submit Supporting Documentation (if necessary)
- Submit Claim Form
- Under the "Reason for the Incident" section¨
- Important
If the fraudulent charges are less than 50€
Please note that when fraudulent charges are below €50, it is likely that they will not accept the claim. Despite this, I want to do everything in my power to resolve your situation.
Below are the steps you should follow to dispute unauthorized charges made with your card:
Submission deadline:
The form must be submitted within 120 days or 90 days from the transaction date. The deadline depends on the issue experienced. Below is a detailed list.
Supporting documentation:
a) 90 days: Do not include supporting documentation
- Duplicate transaction.
- Unauthorized/denied transaction.
b) 120 days: Include supporting documentation
- Payment by other means.
- Incorrect amount.
- Transaction not performed by the cardholder in-person/remote.
- Forgery.
- Theft.
- Service not rendered/goods not received.
- Cancellation.
Possible amounts to claim through the form:
a) Possible to claim:
- Transactions over €50.
- Transactions under €10 paid WITHOUT Contactless in low-value sectors.
(Low-value sectors: Metro).
b) Not possible to claim:
- Transactions between €0 and €50 paid with contactless.
- Transactions between €0 and €10 in sectors not considered low-value.
(Example: cafeterias, restaurants).
Submit Supporting Documentation (if necessary).
Below is a list of documents to be submitted in each case:
- Theft or Loss: police report.
- Incorrect charge.
- Transaction not performed by the cardholder in-person/remote.
- Forgery.
- Service not rendered/goods not received.
- Cancellation.
Submit Claim Form:
- Provide the cardholder's information and card number.
- Fill out 1 form per claimed amount. (Amounts from the same merchant can be grouped). See example in the attachment.
Under the "Reason for the Incident" section¨
(Only indicate 1 reason)
- The cardholder confirms not authorizing or participating in the transaction. FRAUD, no consent from the cardholder. (This implies blocking the card with VISA, rendering it unusable).
- Authorization was not obtained.
- Incorrect data/late submission.
- The cardholder received a duplicate charge/paid by other means. Proof of the other payment must be attached.
- The cardholder did not receive the services/goods.
Important:
- Indicate the Service or Goods acquired by the cardholder and the expected delivery date.
- According to VCR regulations, it is a mandatory condition to open the request that the customer has attempted to contact the seller. Indicate the contact method, the merchant's response, and the date.
- The cardholder canceled or returned the subscription/service/goods.
- Defective merchandise/not as described. (Indicate the Goods acquired by the cardholder and the received goods).
- Cash not dispensed.
In the "Comments" section, provide detailed information about the purchase or services contracted and provide any explanations you deem necessary. You may attach any documentation that serves as proof (invoices, emails with the merchant, etc.)
It is essential that the form be signed by the cardholder on both pages.
Once we receive this information, we will forward your request to our Bank for evaluation and escalation to VISA. I will notify you of their decision through this channel. Please note that this process may take up to 90 days to be resolved.