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Disputed transactions and Chargebacks

How do I query a transaction?

If you don’t recognise something on your statement, or you have a problem with a retailer that you can’t sort out directly with them, then you can contact us to query, or dispute, a transaction.

You can query a transaction for a number of reasons, including if:

The process we use is called Chargeback. A Chargeback, or transaction dispute, is a process which allows you to ask for a refund when you have a problem with goods or services you’ve purchased with a credit or debit card.

If you successfully request a Chargeback, the transaction is reversed. This means we charge the merchant the disputed amount so we can return it to your account.

You can request a Chargeback on any transaction. However, you’ll normally need to request a Chargeback within 120 days from the date of the transaction you want to dispute. If you bought goods or services that are due to take place more than 120 days after the transaction date, like a holiday or a concert, this can be extended to up to 540 days after the transaction date.

If your dispute relates to an incorrect transaction amount or a duplicate transaction, you need to request a Chargeback within 90 days of the transaction date.

Depending on the reason that you need to dispute a transaction, we might need you to try to resolve the dispute with the retailer first. With all disputes, the retailer has a period of time to challenge your claim. If they have a valid reason to challenge the Chargeback we may have to re-debit your account.

Comments

Hi @Tesco-Bank please can you confirm if there is any update on my concern above? I have tried to contact you but due to long waiting times i have had to hang up as i am at work. 

 

Thanks 

I'm sorry to hear you've been unable to get through to us, our Disputes team are much busier than usual due to an influx of Thomas Cook claims and calls are taking longer than expected to be answered. I'm really sorry for any inconvenience caused, as we're unable to look into this for you here I'd have to ask that you get back in touch with us on the number above. Alternatively, you can write to us, and one of my colleagues will be in touch with you. If you do wish to write, you can at the following address: Tesco Bank, PO Box 27026, Glasgow, G2 9FR - Clare 

As i have said, im at work and can't ring you. Please can you arrange that one of your team contacts me. I also dont see the benefit of sending a letter and therefore sending me your standard response isnt going to cut it im afraid. 

Sorry, I'm afraid we're unable to arrange call backs via social media, The only options available to speak with this team are to call or write to us, Apologies again for any inconvenience - Clare 

No problem Clare, this is just more evidence of how bad the service is at Tesco Bank

Hi

In reference to my account number **sensitive info removed**, i have notified customer services todsy via phone to claim chargeback on two transactions. Till now i have not been refunded nor a reply from tesco. Im severely disabled and its disability money i get, thats been taken away. Please look into this, highly greatful.

Hi @Umairali, I'm sorry to hear this. So we can check this for you, can you please send your details to 'Tesco-Bank' in a private message? 

Please provide email address where i can send a private message. Thank you.

Click on our username 'Tesco-Bank' and send us a private message. Please be aware your email address will need to have been verified before you can send us a private message - Chris 

I called at 8 am and gave ALL the information requested. Through the message you gave me a "dispute" number and i had to wait 35 minutes and finally gave up and after all this you have said to call back again. I'm not so sure how can it become so difficult??