How to dispute a credit card transaction in 5 steps
1. Ask the merchant for a refund first
Write to them and keep the reply. Banks usually want to see you tried.
2. Call your bank or file a dispute in its app
Do it as soon as you see the charge. If you think the card was stolen, block it on the same call.
3. Submit the dispute form with proof
List the transaction date, amount and reason, and attach your evidence.
4. Wait for the bank's investigation
The bank may credit the amount back while it checks, and take it back if the claim fails.
5. Not happy with the answer? Go to FMOS
The Financial Markets Ombudsman Service is free. File within 6 months of the bank's final decision.
6 reasons a bank accepts, and the proof to attach
| Reason | Proof to attach |
|---|---|
| You did not make or authorise the charge | Confirm the card was with you |
| Goods or service never arrived | Invoice showing the promised delivery date |
| You cancelled, but were still charged | Proof of cancellation |
| Charged twice, or a different amount | Receipt showing the right amount |
| You already paid another way | Proof of the other payment |
| Merchant refund never reached your card | Copy of the credit voucher or refund note |
Source: reasons listed on Maybank's credit card dispute form. Asking the bank for a copy of the sales slip costs RM15 at Maybank.
Chargeback time limit: 20 days at Maybank, 120 days under Visa
Two clocks run at once. Visa allows a chargeback within 120 days of the purchase, but that is the card network's limit. Your bank sets its own, and Maybank's form asks for the dispute within 20 days of the billing period closing date, after which it may treat the charge as correct. Check your bank's card terms, or simply file the week you spot the problem.
Scammed? Call 997 first, dispute later
If you were tricked into paying or sharing a code, call your bank's 24-hour scam hotline or the National Scam Response Centre at 997 straight away, then lodge a police report. Speed matters more than paperwork, because the aim is to freeze the money before it moves on.
If your bank says no: FMOS, free, within 6 months
The Financial Markets Ombudsman Service (FMOS) took over from the Ombudsman for Financial Services (OFS). It settles disputes between consumers and banks for free. File within 6 months of the bank's final decision, with your dispute form, the bank's reply and your proof. FMOS website.
Bottom line
Dispute a wrong card charge the week you see it, with proof, because your bank's deadline can be as short as 20 days after the statement closes.
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