If you request a chargeback and you are not happy with the response from your bank or card provider, you can make a complaint. Search Please enter a search term. Helpline: 01 Sign up for regular updates on your consumer rights, personal finance and product safety.
Your Email: Subscribe. Subscribe to our Newsletter. Make sure you have any information available to you about the transaction on hand. Your bank will ask for details about the transaction and why you want to dispute it. If your reason for disputing the charge is approved, the bank will file a chargeback. People dispute debit card charges for the same reasons as credit card charges.
Fraudulent purchases and undelivered or damaged items are common reasons for these disputes. Some customers may also dispute a charge simply because they're dissatisfied with their purchase.
This is not a legitimate reason for filing a chargeback, but the line between customer dissatisfaction and the product not being as described is a fuzzy one, so banks may sometimes grant these chargebacks anyway. It's also common for customers to dispute a charge on their account that they don't recognize, even if it isn't actually fraudulent.
Sometimes this happens because another authorized user on the account made the purchase. It can also be the result of a recurring charge the customer forgot about or a bad merchant descriptor that doesn't match the customer-facing name of the business. There are several key differences between debit card chargebacks and credit card chargebacks.
One of the most important ones is that a debit card transaction takes cash directly out of the cardholder's bank account, while a credit card transaction merely registers a debt that the cardholder has agreed to pay back to their issuing bank. As such, the banks have more incentive to take aggressive action on disputed credit card transactions. They make no money unless the cardholder acknowledges the debt as valid and pays it back.
It's also easier for the cardholder to see the problem as less urgent and to kick it back to their bank to deal with. When a fraudulent or problematic transaction hits a debit card account, the cardholder is immediately out real money and may be more motivated to negotiate with the merchant directly to get a refund as quickly as possible.
The chargeback process, even if it's resolved in the cardholder's favor, won't get them their money back as fast as a merchant-authorized refund. Debit and credit cards also offer different levels of fraud protection. Even though the rules for debit card chargebacks are slightly more recent, they might seem more outdated than those for credit cards. After that, there is no liability limit. The easiest way to do this is online. If you don't have online access, you can easily enroll on our Online Banking page.
If the transaction was authorized but you have a concern with the service or product, you can try to resolve your dispute directly with the merchant. To complete online:. Sign in to the mobile app and tap the Erica icon to get started. Sign in to Online Banking and select the account with the transaction you'd like to dispute.
Select the transaction, then select the Dispute this transaction link and follow the instructions. Once your claim has been submitted, you can check the status of your claim in the mobile app or on your computer. Claims will be viewable in our site and app for up to days from the date the claim file is moved from active to closed status.
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