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Dispute a transaction

Have you spotted a transaction you don’t recognise, or suspect fraud? Here’s what you need to do

We've got you covered

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!

  • Dispute can be raised through our Call Centre or by visiting the branch once the fraudulent amount authorised even if it is not posted in the card/account statement
  • No fraud dispute can be raised for (Chip & PIN – Contactless – Secure transaction approved by using OTP)
  • Once fraudulent transaction happened on the card, please block the card using our Mobile Banking App or by contacting our Call Centre immediately to avoid further approved transactions on the card
  • A dispute should be submitted within 60 days of the account/credit card statement date
  • Dispute resolution may take up to 120 days depending on the nature of the dispute
  • You’ll be liable for all transactions on the card prior to reporting it lost or stolen to us
  • First update we may receive from the merchant regarding the dispute might take up to 45 days from the date the dispute initiated
  • Based on our initial investigation, we may provide temporary credit to your account/credit card within 30 days from the dispute date till the investigation completed, and you will not have the right to cancel your credit card or close your account till the investigation completed and dispute closed
  • 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.

Help with your Debit or Credit Card Transactions

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 a payment to a company you don’t recognise is showing up on your statement, check if it’s a company you know but may be trading under a different name. Sometimes the name of the merchant in the SMS may differ. A good way to find out is to Google the company name on your statement
  • Did a joint account or supplementary cardholder make a payment? Check with your dependents and joint account holders or double check the card number
  • Is it a free trial that you signed up for and is now being charged? Or is it a payment for a service you’ve forgotten about? You can cancel these payments yourself online
  • Is it a pre-authorisation for something such as a hotel?

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:

  • You were charged more than once, using the same payment method
  • You were charged more than once, with different payment methods
  • A further transaction was taken, perhaps following a car rental or hotel stay
  • A retailer charged the wrong amount
  • A transaction has been taken on a date much later that you expected
  • You expected a refund, but instead the retailer took the money again

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.

Things to keep remember when using your Card

  • Report lost or stolen cards immediately
  • Speak to the retailer first before you report the transaction to us as most problems can be resolved quickly by retailers themselves
  • Don’t share your PIN, Card Details, Usernames, Passwords, or OTP with anyone
  • Always use the card with authorised applications and well-known merchants
  • Don’t use the card with the random links you find online that always give attractive offers
  • Report any unidentified transaction on your card immediately
  • Make sure your internet browser is secure. You can check this by looking at the web address or URL which should begin with https:// and have a closed-padlock symbol on it
  • Never respond to unsolicited email requests for personal account information, even if the source of the request looks trustworthy

Read more about Security Tips.

How to submit a dispute

 

FAQs

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.