Whether it is a payment that was erroneously doubled, or you did not receive the products you paid for or the ones that reached you do not correspond to the description, or you have been canceled a transaction, and the money has not returned to your account, we tell you from now on that such things ... it's still happening. The important thing is to know what you have to do in such a situation.

In the case of troubled card 💳 transactions, such as the ones above, our advice is to get in touch directly with the merchant from whom you shopped. Try to tell him the problem and look with him for a solution . That's how it's easiest, for both sides. Moreover, in this case, your money will go back to the account in a much shorter time than in the case of a refusal to pay 😉.

#Sfat: If you fail to contact the trader by phone, then try to write him an email, maybe it's faster that way.

However, if the first option does not give the expected results, there is no problem because we will try to help you in the shortest possible time. What you have to do is:

• Get in touch with our colleagues in the Call Center at 0264 308 028 and explain the situation to them. Don't worry about the hour, they're on phase 24/7 to help you.
• Pay us a visit to the nearest BT unit. But don't forget, take your bulletin with you! 😉

We will analyze your request for refusal to pay according to the details you give and we may ask you for some supporting documents. They can be invoices, receipts, POS receipts, bank statements, emails that you exchanged with the trader.  

⚖ We know, when it comes to documents, your reluctance to make a visit also appears, but precisely for this reason we tell you that we need those documents 📃 according to the requirements of the international regulations for the dispute of card transactions drawn up by Visa and Mastercard in order to be able to document the case and to justify the request for the return of the amount to the merchant and its bank.

With the submission of the documents, we will notify you about the steps we have initiated and we will come back with the completion of the settlement of the refusal to pay by means of an SMS, an email or we will call you.

On the other hand, let's say you noticed an unknown transaction in your account. We tell you from now on a tip: good guard passes bad danger. So, to keep up to date with all the transactions on your cards, watch them in real time from the BT Pay or Neo applications. Thus, you have all the information at a click away, at any time of the day 🌞 or night 🌙.

The first thing we advise you to do in such a context is not to alert yourself, take a little time and think if there is no order placed online for which the courier has not arrived and you have forgotten about it or a subscription to which you initially signed up for free, the free trial period ended, and now you have automatically switched to the paid plan. Don't forget to check the emails you received during the transaction, maybe-maybe this is how you find the "culprit".

If it's not in your inbox ✉, then we suggest you ask your wife or husband, boyfriend or girlfriend, children or even grandchildren, at least so, in passing, if they do not find this transaction known. Who knows? Maybe they made themselves a secret gift.  🤭.

We know, it seems a little strange that we tell you this, but once you notify us about such a transaction, we will take it as a complaint about fraud. Therefore, we will ask you to make a complaint to the competent bodies to investigate the fraud produced, and this can have unwanted repercussions if the author of the transaction turns out to be a loved one himself.

If you are sure that the transaction was not made by you or someone close to you, please contact us through one of the options mentioned above.

❗ It is also important to know that if your request is resolved unfavorably, you will have to pay a commission that we charge according to the list of fees and commissions related to the cards.

But this is not the only case in which a transaction can give you "headaches". It can also happen to sneak a few mistakes even in internet & mobile banking transactions. For example, maybe in a hurry, you chose another beneficiary or it happened not to write the right amount, but stay quiet, and here there is a solution 😊.

Let's say you pay the electricity bill through Neo or BT24, and instead of 57 lei a zero escaped at the end. Now from your account have gone to the electricity supplier 570 lei so, tam-nesam. Well, in such a moment you need to contact us immediately:

🔸 either directly through the secure messaging of the application:

• In Neo you can find it in the Messages section, come to #IntrebBT to find out exactly the steps.
• In BT24 you need to go to the "Messages" section, and then press the "Ask BT" button in the upper right.

🔸 or through a visit to one of our units.

#Sfat: The fastest and most handy is to write to us directly in the application and request cancellation of the transaction. Do not forget to specify some details, such as: the amount and the name of the beneficiary so that we can identify it in the shortest time and of course you can tell us what is the reason why you want to cancel the transaction, for example in this situation is the wrongly written amount.

In case of payments Interbank, most of the time it takes a little while until your money reaches the company's account because they are blocked until the invoice is processed. During this time you must contact us because once the payment has been settled by the merchant, we can no longer cancel it.

When it comes to payments intra-banking you must know that they are done instantly, therefore, our recommendation is to get in touch directly with the trader and to settle this situation amicably. Mistakes... it happens to appear, so once the trader is notified, you will surely find the right solution.

And because we are always ready for #bankingladistanta, we also provide you with an option through which you can challenge the transactions that occur in the most common situations directly through BT Visual Help. Come and see what are the steps directly on the #IntrebBT 😉 .

The transactions that need to be refused or canceled, you've seen, the process is a little more complex, but we're here to help. Whatever situation you go through, we are ready to find the right solution together. 😊

Editor: Mihaela Ban, Communication & PR Officer, Banca Transilvania