What is a dispute
What is a Dispute?
Short answer: A dispute is when you formally challenge a transaction on your account that you believe is wrong or unauthorized. But filing a dispute doesn't guarantee an automatic refund.
Why Would Someone File a Dispute?
Your bank will commonly accept a dispute request when you report:
You see a charge you didn’t authorise
You were charged the wrong amount
You never received the product or service you paid for
Does Filing a Dispute Mean I’ll Get My Money Back?
Not necessarily.
When you file a dispute, your bank investigates the claim by contacting the merchant and gathering evidence. The outcome depends on the facts of the case. If the bank finds the charge was valid, the dispute can be denied.
Common Misconception: “I Disputed It, So I’ll Be Refunded Right Away.”
We get it — when money’s on the line, you want fast action. But here's the reality:
Banks are required to investigate disputes fairly and thoroughly.
This can take time — sometimes days or even weeks.
In the meantime, the money may be temporarily returned to your account, but that doesn’t mean the case is closed and that same money can be taken away again.
If the investigation later shows the charge was valid, that temporary refund can be reversed.
What’s the Best First Step if I See a Problem?
Reach out to us Here first
In many cases, your issue can be resolved faster by going directly to us. We want to fix things — especially if it was a mistake.
When Should I Involve My Bank?
If:
We were not able to resolve your issue
The charge was truly fraudulent
… then yes, raising a dispute is the right next step.
Short answer: A dispute is when you formally challenge a transaction on your account that you believe is wrong or unauthorized. But filing a dispute doesn't guarantee an automatic refund.
Why Would Someone File a Dispute?
Your bank will commonly accept a dispute request when you report:
You see a charge you didn’t authorise
You were charged the wrong amount
You never received the product or service you paid for
Does Filing a Dispute Mean I’ll Get My Money Back?
Not necessarily.
When you file a dispute, your bank investigates the claim by contacting the merchant and gathering evidence. The outcome depends on the facts of the case. If the bank finds the charge was valid, the dispute can be denied.
Common Misconception: “I Disputed It, So I’ll Be Refunded Right Away.”
We get it — when money’s on the line, you want fast action. But here's the reality:
Banks are required to investigate disputes fairly and thoroughly.
This can take time — sometimes days or even weeks.
In the meantime, the money may be temporarily returned to your account, but that doesn’t mean the case is closed and that same money can be taken away again.
If the investigation later shows the charge was valid, that temporary refund can be reversed.
What’s the Best First Step if I See a Problem?
Reach out to us Here first
In many cases, your issue can be resolved faster by going directly to us. We want to fix things — especially if it was a mistake.
When Should I Involve My Bank?
If:
We were not able to resolve your issue
The charge was truly fraudulent
… then yes, raising a dispute is the right next step.
Updated on: 23/05/2025
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