With the increasing use of credit cards, disputes over credit card transactions are also on the rise. Whenever you report a fraudulent transaction on your card, the bank typically asks you to file a dispute form. Hence the phrase ‘Dispute form’ is not new to many of the credit card users. But the question is when to file a credit card dispute form? What kind of credit card transactions can be disputed? What happens once we file the dispute form?
With each bank having its own set of guidelines about credit card disputes, let’s look at how SBI Cards, the second largest credit card issuer in the country, defines credit card dispute and the process to claim a credit card dispute.
To begin the topic of credit card disputes, you must first know what kind of credit card transactions can be disputed. While some disputes sound familiar, some are less heard of. But all the transactions listed below do happen. There are many instances where credit card users have filed such kind of complaints.
Mentioned below are the credit card transactions that can be disputed.
Let’s look at each incidence in detail.
If you experience any one of the above-mentioned transactions with your credit card, you should take immediate action to prevent further misuse on the card. The sooner you report about the transaction, the less liable you will be for any loss that may take place.
Step: 1- Report the dispute to SBI
Irrespective of the type of dispute, it’s always recommended to report the issue to SBI Cards as soon as possible.
Especially, when the dispute involves a fraudulent or unauthorised transaction, you should immediately call the customer helpline and ask them to block your credit card to prevent further misuse on the card.
According to the Reserve Bank of India (RBI) guidelines, if a fraudulent transaction is reported within 3 working days of receiving the communication about the transaction, the cardholder stands at zero liability for the loss. If it is within 4 to 7 working days, there will be limited liability on the customer, and beyond 7 working days he/she will be made liable as per the bank’s Board approved policy.
If you’re unable to contact the bank through customer helpline, you can either write to them, contact them directly and mail them to the corresponding e-mail ID. Having written proof is always recommended in times of dispute. For SBI credit card customer care contact details, click here.
Step: 2- Send the transaction dispute form to SBI
Before you relax about the dispute, you first need to send a transaction dispute (TD) form to the bank so that it starts an investigation to resolve it. Usually, the bank executive will let you know about the dispute form and the dispute filing process when you call them to report the issue.
As per MasterCard or visa guidelines, in case of disputed credit card transaction, the cardholder needs to send a transaction dispute form (TDF) to SBI Cards within 70 days from the date of transaction. SBIs transaction dispute form is available online on the SBI Card websites and can also be collected from any of the bank branch offices.
The dispute form should be filled-in properly with all the required details that clearly mention the details of the disputed transaction. Based on the type of dispute, you need to attach the required documents to validate the dispute.
The duly-signed dispute form along with the supporting documents should be sent to SBI Cards at the address mentioned below.
DLF Infinity Towers, Tower C, 10-12 Floor, Block 2, Building-3,
DLF Cyber City, Gurgaon – 122002,
Alternatively, you can also send the scanned dispute form and scanned supporting documents to email@example.com.
Once SBI receives your disputed claim form along with the supporting documents within the stipulated time, it will initiate an investigation on the issue. You will receive a written acknowledgement which confirms that the claimed dispute has been taken up by the bank. If the bank requires any other documents, it will inform you about the same.
Once the bank initiates the process, it will communicate with the member bank and request them to provide the details about the disputed transaction. If the member bank responds with a clarification, SBI will revert to you with the same. Based on the documents and evidence, the bank will move towards resolution. The whole process typically takes 45 to 60 days.
If the claim made by you was proved to be correct, the bank will credit the amount to your credit card account within the stipulated time. In case, the claim is proved wrong, the bank will be make you liable for the loss and will also charge a penalty as per its policy norms.
In case, you’re not convinced with the resolution provided by the bank, you can submit a progressive dispute form to the bank requesting them to further investigate the issue. This will push the progress of the dispute further with the merchant bank.
Not all credit card transaction disputes require the same documentation. The type of document varies with respect to the dispute. The TD form mentions the name of document to be attached with respect to the dispute. To make it easier for you, mentioned below is the list of required documents.
Once SBI receives the credit card dispute transaction form, it will provide a temporary credit to the amount equal to the disputed transaction. The temporary credit ensures that there is no effect of the disputed transaction on your credit card total outstanding thus makes sure that that you are not impacted during the period of investigation.
Once the issue is resolved, based on the outcome, the temporary credit may be made permanent in case you don’t have any liability for the loss. In case, the transaction is proved to be valid, the temporary credit will be withdrawn. Whichever be the case, the bank sends a written communication about the same.
You need to contact SBI customer helpline immediately, following which you need to send the filled in transaction dispute form to the bank.
Make sure to collect the cancellation slip from the merchant. Once you have the slip, send a copy of it to firstname.lastname@example.org from your registered e-mail ID. The bank upon verifying the document, cancels the approved transaction and releases your blocked credit limit.
If the merchant has initiated a refund for a void transaction, he will send you a communication regarding the same. You need to forward the same communication to SBI along with the 23 digit ARN (Acquirer Reference number) related to the refund request to email@example.com.
SBI will get back to you with the status of the refund. However, for it to reflect in your credit card account, it will take up to 15 working days.
Most of the dispute cases will get resolved within 45 to 60 days of filing a transaction dispute form. However, some critical cases may require some additional time.
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