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.

Read through some of the topics below that best meets your situation.

Important!

For non-fraudulent retail transactions, speak to the merchant first before you report the transaction to us as most problems can be resolved quickly with the merchant itself
A dispute should be submitted within 30 days from the statement delivery date of the Debit/Credit Card. If it’s a service delivery related complaint, then it should be 30 days from the service delivery date
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 which could further extend the duration of the dispute

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 or Online Banking and report the transaction to us by calling +971 600 540000. We will guide you on the next steps.

You can also dispute a transaction easily through our digital channels. If the transaction cannot be selected through your digital channel, call us to help you with the next steps.

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 but the merchant has still charged the card, first contact the merchant with your request. This will help speed up the refund to your card.

If the merchant is unwilling to cooperate and your request is valid, call us at +971 600 540000 and report the transaction to us. We will guide you on the next steps.

You can also dispute a transaction easily through our digital channels. If the transaction cannot be selected through your digital channel, call us to help you with the next steps.

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 cooperate and your request is valid, call us at +971 600 540000 and report the transaction to us. We will guide you on the next steps.

You can also dispute a transaction easily through our digital channels. If the transaction cannot be selected through your digital channel, call us to help you with the next steps.

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 is unwilling to cooperate and your request is valid, call us at +971 600 540000 and report the transaction to us. We will guide you on the next steps.

You can also dispute a transaction easily through our digital channels. If the transaction cannot be selected through your digital channel, call us to help you with the next steps.

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, first contact the merchant with your request and provide all relevant proof such as invoices and refund receipts.

If the merchant is unwilling to cooperate and your request is valid, call us at +971 600 540000 and report the transaction to us. We will guide you on the next steps.

You can also dispute a transaction easily through our digital channels. If the transaction cannot be selected through your digital channel, call us to help you with the next steps.

Issue with cash withdrawal from a local/ international ATM

If you’ve used your Debit Card/Credit Card at an Emirates NBD ATM, other bank ATM in the UAE, GCC or abroad, and there was a problem with withdrawing cash, or you were charged in the wrong currency, just call us at +971 600 540000 and report the transaction to us. We will guide you on the next steps.

Things to keep remembering when using your cards

Make sure to read your SMS mentioning the OTP PIN, merchant name and transaction amount to ensure the transaction is genuine
Report lost or stolen cards immediately
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

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, make sure to follow the below steps:

Put a permanent block on your card right away through Mobile or Online Banking. This can be done within seconds
Call our 24/7 dedicated line at +971 600 54 0000 and raise a dispute with our Call Centre agent. Our agents will guide you with the next steps. Alternatively, you can easily raise a dispute through our digital channels

Important:

Make sure to report the dispute within 30 days from the statement delivery date of the Debit/Credit Card. If it’s a service delivery related complaint, then it should be 30 days from the service delivery date. We won’t be able to raise the investigation with the service provider after this time.

I failed to report a suspicious transaction as I did not notice it. How does the bank protect me?

A dispute should be submitted within 30 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 or Online Banking and check your account and credit card statement regularly to spot any suspicious transactions.

I received fake or faulty goods from an online retailer. Can I get my money back?

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.

If the merchant won’t honour a valid request, you can then contact us to initiate a dispute request. We will guide you on the next steps.

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