What is Transaction dispute?
A transaction dispute is a consumer complaint related to a credit or debit card purchase.
Conditions for Accepting Transaction Dispute Requests
- Transferred to the wrong account number or wrong amount was transferred.
- Double, over and under amount transactions were made at the POS terminal.
- No money was withdrawn from the ATM, over or under withdrawal.
- No purchase was made on an international site, but the account was debited.
- Double, over and under amount transactions were made at foreign ATMs and POS terminals.
Transaction dispute requests resolving process
Transaction dispute request acceptance period
| № | Network, channel | АТМ | Мерчант | Цахим банк |
|---|---|---|---|---|
1 | TDB network | 30 days | 30 days | 30 days |
2 | Interbank network | 60 days | 60 days | 60 days |
3 | internatioal network | 120 days | 75-120 days | - |
Channels for receiving transaction dispute requests
Retail customer
- Register a request by calling 1800-1977
- Send a request from the email address registered with the bank to [email protected]
- Apply to your nearest branch
- Log in to the TDBO application and submit a request via Service->Request List->Disputed Transaction Request menu
Corporate or SMB customers
- Register a request by calling 1800-1977
- Submit official documents, transaction documents and relevant documents in original form to the branch and make a request
- Send a request to [email protected] by attaching originals of official letters, transaction documents and related documents
If you are a customer of another bank, register your request with the card issuing bank or the bank where your account belong to.