In the event of a dispute over a transaction, please call customer service promptly on +33 (0)1 53 88 22 76 (Standard-rate call). You will be asked to specify the date and amount of the transaction. You can also write to us at Transcash – BP 56 – 13718 Allauch Cedex, enclosing a printout of the account statement on which the disputed transaction appears. You must notify us of this dispute within a reasonable time frame. No disputes will be considered after a period of 13 months.

  • If it is a simple error on our part, the disputed amount will be credited back to you within 24 hours.
  • If the transaction relates to a distance selling purchase that you have not authorised, the amount will be credited back to you as soon as we receive your letter confirming that you dispute the transaction. Transcash will not be involved with any commercial dispute that may arise between you and the said distance selling company.
  • In the case of a fraudulent in-store purchase due to loss or theft, a stop payment will be put on your card immediately to prevent further fraud. You will need to send us a letter indicating the fraudulent transactions that have occurred, together with the official statement of loss or theft of your card. You will not be debited for any transactions that take place after the stop payment has been made. Transactions made between the time of loss or theft of your card and the time of making the stop payment may be refunded under certain conditions specified in the General Terms and Conditions of Sale.
  • In the case of a cash withdrawal made at an ATM following loss or theft, a stop payment will be put on your card immediately to avoid any further fraud. You will need to send us a letter indicating the fraudulent withdrawals that have occurred, together with the official statement of loss or theft of your card. You will not be debited for any withdrawals that take place after the stop payment has been made. Withdrawals made between the time of loss or theft of your card and the time of making the stop payment may be refunded under certain conditions specified in the General Terms and Conditions of Sale.

Unless you have acted fraudulently or with intent or gross negligence, you will only be liable for a maximum of €50 up to the time you inform us that your payment card has been lost or stolen. You will not be liable for any losses that may occur on your payment card after you have notified us of its loss or theft. If you need to reimburse an unauthorised transaction, we will ensure it is received by the end of the next business day.

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