Transaction Dispute

What to Do in the Event of Unauthorized Transactions

Have you noticed a transaction on your account or card that you do not recognize? Follow these steps to report the incident to the Bank, protect yourself, and submit a dispute request.

First of all: have you been the victim of fraud, or is this a purchase-related issue?

• Case 1: Suspected fraud. If the transaction is unfamiliar to you, was not authorized by you, or you believe you may have been the victim of a scam, take immediate action by following the instructions below.
• Case 2: Commercial dispute. If the incorrect charge occurred in connection with a purchase (for example, you were charged an incorrect amount, an order was cancelled but still charged, or the product never arrived), the quickest solution—after checking that a refund has not already been credited to your account—is to contact the merchant directly to request a correction or refund. Alternatively, you may contact your branch for assistance with the possible initiation of a dispute.

What to Do to Contact the Bank Immediately and Secure Your Account

The most urgent action is to contact the Bank immediately to inform it of what has occurred and to have the payment instrument on which you suspect the fraud took place blocked:

• Block your cards (credit, debit, prepaid): if the suspicious transaction concerns a card, or if it has been lost or stolen, it must be blocked immediately.
  Here you can find all the relevant numbers to block your cards
• Block Internet Banking and the App: if you notice suspicious transactions such as transfers or payments that you did not authorize, contact our Customer Service immediately, available 24/7. Toll-Free Number: 800.45.00.45

What to Do to Initiate a Transaction Dispute

To proceed with a dispute request:

• in the case of wire transfers and/or other transactions (such as, for example, bill payments, top-ups) carried out via Internet Banking, Casse per te Credem or the App: contact the Toll-Free Number 800.45.00.45 and press keys 4+2;
• in the case of wire transfers and other transactions carried out at a branch: contact your reference branch;
• in the case of transactions carried out using Credit Cards, Prepaid Cards and Debit Cards: contact your reference branch or contact your private banker directly to activate the remote dispute procedure made available by the Bank;
• in the case of transactions carried out using International Debit Cards: contact the Toll-Free Number 800.15.16.16 to speak with a dedicated Nexi operator;
• in the case of direct debits (SDD): contact your reference branch or contact your private banker directly to activate the remote dispute procedure made available by the Bank following a telephone call with your advisor.

What Happens After a Dispute Request Is Submitted

• Duration and outcome: the Bank will carry out the necessary checks on the disputed transactions, on the authorization given, and on the facts as reported by you and/or otherwise ascertainable. By the end of the business day following the submission of the dispute request, the Bank will refund you—providing you with appropriate notice—the amount of the transactions and any fees paid, unless it emerges that the transactions are the result of fraud committed by you against the Bank or are due to your gross negligence. In such cases, the Bank will not proceed with the refund and will send you a letter explaining the reasons. If there is only a suspicion of fraud against the Bank, the refund may be suspended for the necessary checks, with notice given to you and to the Bank of Italy.
• Subsequent checks: even after any refund has been made, the Bank may continue to verify the disputed transactions within the time limits indicated in the response letter sent to you. If, within such time limits, it emerges that the transaction had been correctly authorized by you, or that it is the result of fraud committed by you against the Bank, or that it is due to your gross negligence, the refunded amount may be charged back, in accordance with applicable regulations. In this case, you will receive detailed notice explaining the reasons for the chargeback.
• If you are not satisfied: if you are not satisfied with the outcome of your case, you always have the option to submit a formal complaint in order to continue the dispute process, or to file an appeal with the Banking and Financial Ombudsman (Arbitro Bancario Finanziario).
  https://www.arbitrobancariofinanziario.it/presentare-ricorso/index.html.

Important Reminders: Key Points to Keep in Mind

• Act without delay: under applicable regulations, you must inform the Bank and submit the dispute request without delay as soon as you become aware of an unauthorized payment transaction and, in any event, no later than 13 months from the transaction debit date.
• Consider filing a report: although it is not mandatory in order to initiate the dispute process, the fraud you have suffered may constitute a criminal offence; for this reason, we recommend that you file a formal report/complaint as soon as possible with the competent Authorities (Police or Carabinieri) so that the relevant investigations can be initiated. You may also provide it to the Bank in support of your dispute request;
• Collect all evidence: to facilitate the reconstruction of events and speed up the review of your case, attach to your dispute request any useful information in your possession: screenshots, suspicious SMS messages, emails, account statements, etc.