Unauthorized transactions
Last updated October 2, 2024
How to Handle Unrecognized Transactions on Your Account
Introduction:
If you notice a transaction on your account that you don’t recognize or where the amount is incorrect, it’s important to act quickly to protect your funds and resolve the issue as soon as possible. Please immediately contact our Customer Support team.
1. Transactions with Incorrect Amounts or Missing Refunds
If you identify a transaction where you participated but the amount charged is incorrect, or if you were expecting a refund that hasn’t arrived, we ask that you provide the following information to help us assist you:
- Proof of Purchase: This could be a receipt, invoice, or purchase confirmation.
- Voucher or Card Usage Ticket: A screenshot showing the transaction details will suffice if the transaction was made via an app or wallet.
Important: Refunds can take up to 10 business days to process and reflect in your account. Please wait for this period before contacting us. If this time has passed and you still haven’t received your refund, contact our customer support team so we can investigate and resolve the issue.
2. Unrecognized Transactions
If you find a transaction on your account that you don’t recognize and haven’t authorized, it’s crucial to report this as soon as possible. We recommend the following steps:
- Review your recent activity. Ensure it’s not a charge related to a subscription or service you might have forgotten.
- Contact Us Immediately: Report the transaction to our support team so we can investigate it. In these cases, we will deactivate your previous card and issue a new one for security.
. Resolution Timeline
We understand that situations like this can be stressful, and we will do everything possible to resolve them as quickly as possible. However, it’s important to note that sometimes, the payment processor may take up to 90 days to investigate and resolve the claim.
We appreciate your patience during this process and will keep you informed of any updates.
Conclusion:
Remember, we’re here to help. If you have any further questions or need assistance, don’t hesitate to contact us. We are committed to ensuring your experience with us is safe and satisfactory.