Dispute a transaction
Have you spotted a transaction you don’t recognise, or suspect fraud? Here’s what you need to do
Have you spotted a transaction you don’t recognise, or suspect fraud? Here’s what you need to do
Here’s all the support you need to resolve payment issues you may encounter. If the transaction on your credit or debit card is not one you made, or if you have been a victim of fraud, we will try to help you get your money back only in case the debited amount was unsecure and happened without using the one-time password (OTP).
Please fill in the Cardholder Dispute Form as soon as possible and email it to helpdesk@emiratesislamic.ae
Important!
The Bank has the right to debit the temporary credit given or any refund in case we received a prove that the customer is involved in the transaction.
Noticed a suspicious transaction?
Don’t worry, we’re here to help. Before you report the transaction to us, temporarily block your card through Mobile Banking or Whatsapp Banking or by contacting our Call Centre, then do these simple checks:
If you still don’t recognise the transaction, please go ahead and permanently block your card through Mobile Banking or by contacting our Call Center and report the transaction to us using the Cardholder Dispute Form.
Problem with a subscription or a recurring payment ?
If you want to cancel a subscription, first temporarily block your card to stop any further transactions through Mobile Banking and then contact the merchant with your request. This will help speed up the refund to your card.
If the merchant is unwilling to honor a valid request, permanently block your card through Mobile Banking and report the transaction to us using the Cardholder Dispute Form.
Paid for goods or services that did not arrive?
If you’ve paid for goods or services that didn’t arrive, first contact the merchant with your request and proof of payment such as invoices and point of sale receipts. If the merchant is unwilling to honor a valid request, you can report the transaction to us using Cardholder Dispute Form.
Returned goods or services and not received a refund?
If you’ve cancelled or returned something or have not received an agreed refund, first contact the merchant with all relevant proof of payment such as invoices and refund receipts. If the merchant is unwilling to honor a valid request, you can report the transaction to us using Cardholder Dispute Form.
Charged the wrong amount or more than once?
We can help you to resolve the following issues:
In any of these cases above, just contact the merchant with your request and all relevant proof of payment such as invoices and refund receipts. If the merchant is unwilling to honor a valid request, you can report the transaction to us using the Cardholder Dispute Form.
Issue with debit card or cash machine abroad
If you’ve used your debit card abroad and there was a problem with the cash machine withdrawal, or you were charged in the wrong currency, just fill in the Cardholder Dispute Form and email it to Helpdesk@emiratesislamic.ae to make resolving this easy.
Read more about Security Tips.
If you can’t recognise the transaction, immediately put a temporary block your card through Mobile Banking, then check if you or your supplementary cardholder have done any transaction with the same amount with different merchant name, sometimes the name of the merchant in the SMS may differ. If not and you are not aware about the transaction, permanently block the card through Mobile Banking, download and fill in the dispute form and email it to Helpdesk@emiratesislamic.ae
If you can’t recognise the transaction, immediately put a temporary block your card through Mobile Banking, then check if you or your supplementary cardholder have done any transaction with the same amount with different merchant name, sometimes the name of the merchant in the SMS may differ. If not and you are not aware about the transaction, permanently block the card through Mobile Banking, download and fill in the dispute form and email it to Helpdesk@emiratesislamic.ae
A dispute should be submitted within 60 days of the account or credit card statement date
A dispute should be submitted within 60 days of the account or credit card statement date. We won’t be able to raise the investigation with the service provider after this time.
If you’ve received fake or faulty goods, please speak with the merchant. Always make sure to purchase only from an authorised and well-known seller to get the issue sorted out.
You should speak with the merchant and cancel or return the item first. Once this is done, the merchant should be able to tell you how long the refund will take. In case there is any delay, please report the transaction using the Cardholder Dispute Form.
You can temporarily block your card through Mobile Banking or by contacting our Call Centre but remember if you have any auto payment or standing instructions, it won’t go through because the card is inactive.
A dispute should be submitted within 60 days of the account or credit card statement date. We won’t be able to raise an investigation with the service provider after this time, so please make sure to track your transactions through Mobile Banking or Phone Banking and check your account and credit card statement regularly to spot any suspicious transactions.
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