How can I claim back an undue charge on my card?

If you have an issue with a product or service you have paid for with your card, or if you wish to return a purchase, you should contact the retailer to request a refund before claiming the refund.

If you identify an unauthorised or undue charge on your card, follow these steps:

   1. Go to the main menu > Cards.
   2. Select the card in question.
   3. Select the payment item and click on "Claim refund".
   4. Tick the appropriate options in the claim summary and sign it.

Important information:

• If the charge details read "payment not confirmed", you will not be able to claim it at that time. You will have to wait about five days until the payment is completed.

In the meantime, if you think your card may be at risk, deactivate your card to temporarily lock it by following these steps: 

   1. Go to the main menu > Cards.
   2. Select the card.
   3. Click on ""My Card"" > ""Deactivate, Lock or Replace""
   4. Select the ""Temporary deactivation"" option and sign the operation.

When you need it, you can reactivate it by clicking on the “Turn on Card” button.