Dispute a transaction

If you've spotted a transaction you don’t recognise, or suspect fraud, here’s what you can do

We've got you covered

Here’s all the support you need to resolve payment issues you may encounter with your card. If the transaction on your credit or debit card is not one you made, or if you have been a victim of fraud, we may be able to help you get your money back.

All you need to do is raise a dispute and fill in this form as soon as you discover the fraud or disputed transaction and email it to carddispute@emiratesnbd.com.

We can address issues within 30 days of the account or credit card statement date.

Important!

Before you submit a claim, the transaction should be claimed by the merchant
A claim is not valid for PIN-based transactions (ATM withdrawals and retail transactions)
A dispute should be submitted within 30 days of the account or credit card statement date
Dispute resolution may take up to 90 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
The retailer and their bank can respond with comments and evidence of their own. This can take up to 45 days.

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 Online Banking, then do these simple checks:

If a payment to a company you don’t recognise is showing up on your statement, check if the company is 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 your Mobile app or online banking and report the transaction to us using this form.

Problem with a subscription or a recurring payment?

If you are facing an issue with recurring billing, subscription, card rental hotel reservations already paid or cancelled however merchant has still charged the card, first temporarily block your card as compromised or fraud to stop any further transactions through Mobile Banking or Online Banking and then contact the merchant with your request. This will help speed up the refund to your card.

If the merchant won’t honour a valid request, permanently block your card through Mobile or Online Banking and report the transaction to us using this 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 won’t honour a valid request, you can report the transaction to us using this 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 such as invoices and refund receipts. If the merchant won’t honour a valid request, you can report the transaction to us using this form.

Charged the wrong amount or more than once?

We can help you 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 such as invoices and refund receipts.

If the merchant is unwilling to honor a valid request, you can report the transaction to using this 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 this form. and email it to the email mentioned to make resolving this easy.

Facebook and iTunes transactions below AED 1,000

If you’ve been deducted an amount below AED 1,000 by Facebook or iTunes that you did not approve, just report the transaction to us through Mobile, Online, Phone Banking and we’ll investigate and credit the disputed amount back within 7 days once the transaction is posted. However, if the investigation came back as invalid, the amount will be debited back from your account or card.

Things to keep remember when using your cards

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
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.

How to submit a dispute

Choose one of the options below to proceed:

FAQs

If I’m travelling abroad or am In the UAE and receive a fraudulent transaction notification via SMS, what should I do?

If you or your supplementary cardholders don't recognise a transaction, put a temporary block on your card right away through Mobile or Online Banking. This can be done within seconds. Once you're sure that the transaction is not one you or your dependents made, you can permanently block your card, again using Mobile or Online Banking. Next, complete this dispute form and email it to carddispute@emiratesnbd.com.

How long do I have to report a fraudulent transaction for action to be taken by Emirates NBD?

A dispute should be submitted within 30 days of the account or credit card statement date.

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