How to Dispute a Charge to Your Account

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1 Электронная выписка Просмотр выписки How to Dispute a Charge to Your Account If you disagree with a charge to your card account, Citibank will initiate a transaction dispute free of charge. Below we provide some information that we hope you will find useful. What to do if you spot a disputable charge...2 Transaction Dispute Form...2 Copies of supporting documents...3 Delivery of documents to the bank...4 Timeframe and information...5 Frequently asked questions...5 1

2 What to do if you spot a disputable charge If you did not authorize the charge (if you suspect a fraud), you must block your card immediately by doing any of the following: Sign on to Citibank Online, go to Service Center and click Card Block and Reissue ; Call CitiPhone and follow the voice prompts.! Please note that in the case of Visa cards a suspected fraud investigation may not be initiated until such time as your card is reissued. These are the rules of the card scheme. Therefore, please request a replacement card when blocking your original card. Before disputing a charge: сheck your receipts, slips, bills, statements, etc. to see whether the disputed transaction originated at that merchant or ATM; сheck whether you ordered any goods or services online, by phone or by mail, and whether you have any open subscriptions for goods or services; сheck whether your supplementary cardholders authorized the transaction.! Under the Banking Services Agreement, you must state your disagreement with the transaction no later than the day following that on which the bank s transaction alert was sent. Following your enquiry, we will contact the payment system to proceed with an investigation. The payment system has a formal timeframe for initiating a transaction dispute. Unless all the required documents are provided within 120 days of the transaction date, the payment system will refuse to investigate. Preparation of documents: Print out and complete a Transaction Dispute Form. The form is available on our website under Contact Us Forms. Transaction Dispute Form It is very important to complete the dispute form correctly: Select only one dispute reason from the list. If disputing several transactions, specify separately each transaction you challenge; you can specify up to three transactions with the same dispute reason in one dispute form. Provide the number of the card the disputed charge was made to. Specify whether you were in physical possession of the card at the time of the disputed transaction. Provide your valid contact details such as mobile phone number and address, as there may be questions during the investigation; we will also be informing you of the progress of the investigation by text messages. Sign the form. 2

3 Copies of supporting documents Copies of supporting documents required depending on your dispute reason Dispute reason: Type of supporting document: I was charged more than once for the same transaction (please indicate how many times). Copy of sales and fiscal receipt as proof of one-time payment. Copy of failed transaction receipt. Merchandise wasn t delivered/service wasn t provided by the fixed date. Description of undelivered merchandise/service. Date of purchase/payment; a copy of contract/receipt. correspondence with, or details of phone call to, the merchant with the aim to resolve the dispute. Refund was not posted to my account 15 days after the credit slip date. Copy of credit slip. Proof of the merchant s promise of a refund. correspondence with the merchant s promise of a refund. Amount charged is different from that shown on my copy of the receipt. Copy of receipt with the correct amount. Order confirmation (print screen) in Word format, if the order was made online. Hotel/flight booking was cancelled. Proof of booking and its cancellation terms. Proof of cancellation showing the date. correspondence with the merchant containing the hotel s/carrier s confirmation of cancellation Subscription/membership was cancelled. Proof of subscription/membership and its cancellation terms. Proof of cancellation showing the reference number and date. correspondence with the merchant containing the website s/merchant s confirmation of cancellation. Transaction was paid for by other means (bank transfer, cash, another card). Proof of payment by other means. Copy of the other card s statement. I did not authorize the aforementioned transaction, however, I did participate in another transaction that was authorized by me with this merchant. (This relates to additional hotel and car rental charges.) Car/hotel voucher. Car rental agreement. correspondence with the merchant. 3

4 Dispute reason: Type of supporting document: I certify that the above transaction was not made by me, nor did I authorize anyone else to make this charge. I have not made any phone, mail or Internet orders represented by the aforementioned transaction (in case of multiple debits of the same amount resembling subscription or membership charge, please provide more details in box Other ). Make sure your card has been reissued and you have completed the Transaction Dispute Form in handwriting; these are the prerequisites for initiating the investigation. If the disputed transaction is denominated in a foreign currency, a copy of your foreign travel passport with all the stamps will be required. You will also need to make a report to the police and provide the bank with a copy of such report or a notice slip (talon-uvedomleniye) acknowledging its receipt, at your earliest convenience. The absence of such report will not impede the investigation; it may be provided to the bank at a later date. Please note the following: The notice slip (talon-uvedomleniye) or, if possible, a copy of the report will always be requested if the disputed charge represented a card present transaction and the card was not lost or stolen. If the disputed charge represented a card not present transaction, the notice slip (talon-uvedomleniye) may be requested as an additional document only if required by the bank for the purpose of investigation.! If the disputed transaction took place abroad, a copy of your foreign travel passport with all the stamps will be required. Delivery of documents to the bank Once you have completed your dispute form and collected all the required documents, you can deliver them to us in the following ways: Via Citibank Online: go to Service Center, click Credit Card Dispute Resolution and follow the instructions; you will need to attach your scanned dispute form and supporting documents. (This option only applies to credit cards.) Via go to Write to Us, select Transaction Dispute as the topic, complete all the required fields and attach your scanned dispute form and supporting documents. Via any Citibank branch in Russia. 4

5 Timeframe and information Upon receipt of your documents, the bank will check your account for the disputed transaction(s). If no debit has been posted yet and the transaction amount is placed on hold in the account, the investigation will only be initiated after such debit has been posted. The bank will inform you about the progress of dispute resolution and the timeframe of investigation by text message immediately after your documents have been sent for processing. You will receive the first message within three business days of sending us your dispute form and supporting documents. If we have any questions, we will contact you by phone or . The timeframe of investigation depends on the type of the disputed transaction: 30 days for transactions carried out in Russia; 60 days for transactions carried out outside Russia. Information about the outcome of the investigation will be provided: by text message if the amount (together with interest and fees) is reversed to your account; by phone call or with details if the amount can not be reversed to your account. Frequently asked questions When can I expect a refund from the merchant in the event of return of merchandise The refund must be made within 15 calendar days of merchandise return date/transaction cancellation date. If upon the expiration of those 15 calendar days the refund was not posted to your card account, a transaction dispute needs to be initiated. Will the account be debited if the card was blocked at the time when the transaction amount was on hold in the account In accordance with the card scheme rules, successful authorization is one of the conditions for posting a debit. That s why, regardless of the fact that the card was blocked by the customer after authorization, the amount will be debited from the cardholder s account if there is a debit request from the merchant s acquirer. Can I submit my dispute form if the transaction amount has not been debited yet and is still on hold in the account The dispute may only be initiated after the amount has been debited from the account. If the transaction is an unauthorized one, you must state your disagreement immediately. 5

6 When after having spotted an unauthorized charge can the dispute be initiated Under the Banking Services Agreement, you must state your disagreement with the transaction no later than the day following that on which the bank s transaction alert was sent. Following your enquiry, we will contact the payment system to proceed with an investigation. The payment system has a formal timeframe for initiating a transaction dispute. Unless all the required documents are provided within 120 days of the transaction date, the payment system will refuse to investigate. Do I have to pay my credit card bill if I am disputing a transaction Continue paying your credit card bill without waiting for the investigation results. This will help you avoid late payments that can affect your credit history. Will the bank repay interest on the disputed transaction in the event of a credit card charge If the dispute is resolved in your favor, the disputed amount and any interest and fees accrued during the investigation period will be reversed to your account. If the original currency of the disputed transaction is different from the account currency, at what rate will the transaction amount be repaid provided the dispute is resolved in my favor If the dispute is resolved in your favor, the bank will repay you the debited amount in the account currency at the debit rate. This eliminates the risk of you incurring additional losses as a result of conversion. That s how our transaction dispute system works. How long does it take to dispute a transaction The minimum timeframe is days; some cases may take longer to investigate. The investigation timeframes are the same for all banks, as they are governed by the card scheme rules and depend on the dispute reason and the card scheme (Visa, MasterCard). How will the bank inform me about the progress and outcome of the investigation The bank will inform you about the progress of dispute resolution and the timeframe by text message immediately after your documents have been sent for processing. You will receive the first message within three business days of sending us your dispute form and supporting documents. If we have any questions, we will contact you by phone or . Information about the outcome of the investigation will be provided: 1. by text message if the disputed amount (together with interest and fees) is reversed to your account; 2. by phone call or with details if the dispute is not resolved in your favor. If the disputed amount was charged to a supplementary card, who will the bank inform about the progress of the investigation The bank will inform the primary cardholder about the progress and outcome of the investigation, as it is he/she who has obligations under the agreement with the bank. 6

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