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How Do I Dispute a Visa or Mastercard Transaction?
A transaction dispute occurs when you or supplementary cardholders question a transaction charged to your bank account.
We aim to make the experience as easy for you as possible by providing you with detailed information on the steps involved. Visa and MasterCard have set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.
Transaction dispute guidelines
- Visa & MasterCard have a formal dispute process with set timeframes that the bank must follow. To allow us to help you resolve your dispute, you must contact us immediately on (84 28) 3521 1111 (84 28) 3521 1111 when you identify a suspicious transaction - ideally this should be within 60 days of the transaction date.
- If your dispute is not about a suspected fraudulent transaction, you should question the transaction with the merchant or service provider. If there is no resolution, the bank will act on your behalf in the formal dispute process.
- In order for us to act on your behalf we need you to provide us with all the available information and supporting documentation along with the dispute form signed by the account owner.
- Once the bank receives your dispute form and supporting documentation, we will liaise directly with card issuer, the merchant's bank to request a copy of the transaction documentation if appropriate (charges may be applied) or a reversal of the charges.
- The merchant's bank will respond with either a copy of the transaction receipt, a reversal of the charge, or a request for more information. The bank will contact you by email if further information is required - please ensure that you respond within the timeframes as advised on the correspondence.
- While waiting for the dispute result, please make payment if transaction was posted on the statement to avoid incurring fees, interest and affecting the credit report.
Official channels for dispute letter submission are:
- Official Branches:
United Overseas Bank (Vietnam) Limited – Sunwah Branch
Ground Floor, Sunwah Tower, 115 Nguyen Hue, District 1, Ho Chi Minh City, Vietnam.
United Overseas Bank (Vietnam) Limited – Horison Branch
Ground Floor, Horison Tower, 40 Cat Linh Street, Cat Linh Ward, Dong Da District, Hanoi, Vietnam. - Email:
Please download a Cardholder’s Dispute Letter. and send the complete form to us via e-mail vncarddispute@citi.com. Claiming a dispute transaction must be made within 60 days from the dispute transaction date.
IMPORTANT NOTES AS YOU CHOOSE TO LODGE YOUR DISPUTE VIA EMAIL
A valid dispute request must be lodged in a duly filled and signed Cardholder's Dispute Letter (the CDL)*; and must use your registered email address to submit the CDL as attachment via e-mail vncarddispute@citi.com.
*You may be requested to submit hardcopy of the CDL when necessary.
Please note that the email address vncarddispute@citi.com is intended for retail-card-transaction-dispute purpose only. Any other request(s) such as cancel/block card, fee charges, check Merchant's address, etc... or dispute requests without CDL will not be proceeded.
Note:
Any charged transactions that a cardholder have not authorized, your card will be blocked before pursuing the dispute with the merchant's bank.
We have also included some handy tips that may assist in avoiding future disputes.
Related links
Tips to avoid future disputes
- Sign the signature panel immediately.
- Memorize your Personal Identification Number (PIN) and never write it down.
- If you choose your own PIN or change the one you were given, avoid obvious choices such as your date of birth.
- Do not tell anybody your PIN.
- Be alert and do not share any personal or financial information when filling out online form where unnecessary, most importantly do not share card information included card number, CVV number, expiry date…to anyone. Expose just a few digits of your card number will endanger yourself to fraudulent transactions.
- Always keep your sales and ATM receipts.
- Check them against your card or bank statement when it arrives.
- If any amount is incorrect or you spot a transaction you do not remember, notify us immediately on (84 28) 3521 1111 (84 28) 3521 1111.
- Keep a separate list of all your card numbers and the telephone number you should call if they are lost or stolen.
- Check the sales receipt or figure shown on the terminal to ensure the amount is correct before you authorize the transaction.
- Make sure the retailer gives the card back to you, along with your copy of the receipt.
- Keep your card close to you - beware of pickpockets.
- Cover when entering your PIN.
- In cases where the merchant advises that the machine did not process the transaction, always ask for the VOID voucher.
- If you wish to cancel a purchase and the merchant agrees, always request for a VOID or a CREDIT voucher. Keep this safe. The merchant has 30 days to reverse the transaction. If the amount is still not credited, contact us immediately with this VOID/CREDIT voucher and we will dispute it for you.
- You may be requested to provide credit card imprints for advance deposits.
- Always request the Check-in document, which will have the details of your returned rental.
- In case of any damage on return please report it to the merchant and have it mentioned in the Check-in document.
- Please note that as per the agreement you have made, the rental company has up to 3 months to debit your account, for any valid incidental charge which may be identified on or before return, traffic / parking violation, petrol, tolls, one way drop fee, etc. These details are mentioned in your rental contracts. Please always request a copy of the complete contract.
- Before making Hotel transactions, please read through the Terms & Conditions of the Hotel.
- Make a note on the cancellation timeframes & cancellation charges, Special Tariffs, etc.
- Upon cancellation always request for a cancellation code or a mail confirmation that the reservation is cancelled.
- Usually, most merchants have a NO SHOW charge for a minimum of 1 day's room rate, if the reservation was unclaimed.
- Please note that the Hotel may charge for any services that you utilized during your stay but not charged during check out. These services may be Minibar usage or restaurant charges, etc.
- Only give your card number to retailers that you know are reputable and reliable.
- You should read carefully merchant T&C, especially online subscription, before proceeding with your transaction.
- You might be requested for your cards CVV code which stands for 'card verification value' - This is the three digits code printed on the back of your card, either on, or to the right of the signature panel. You can give the merchant this code but NEVER give out your PIN.
- Keep a record of your transactions, including the retailer's address and telephone number.
- Make sure that your card details are encrypted securely before sending across the Internet - look for an unbroken key or lock at the bottom of your browser window or check the website address, which should begin with https:// rather than just http://.
- Keep a record of your Internet transactions, including the retailer's website address.
- Many online stores send customers e-mails summarizing the purchase details - make sure you save or print these.
- Some retailers will mention to you that the debit on your statement will appear under a different name to the merchant's name. Always make note of this detail or you may have trouble recognizing the transaction upon receipt of your statement.
- Before buying goods or services, read the delivery and return policies that should be on the retailer's website. Can unsatisfactory items be sent back? If the items are faulty, can you get a refund or a credit note?
- The retailer's website should also have information about delivery arrangements and costs, currencies they accept and taxes that apply.
- Look for a telephone number or e-mail address and note them down in case you have any questions.
