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Resolving Transaction Disputes and Declined Transactions

 

Why did my card get declined and what should I do?

There could be many reasons why a card would be declined. Below are a few reasons that will help you determine your plan of action:

  • Traveling abroad: If you are traveling and making purchases outside the country, please activate your travel plan. Log into CBQ Mobile App/Internet Banking, select Services, select Travel Plan and add Travel Plan.
  • Online transactions: Ensure your debit card has been enabled and set up for online transaction. Log into CBQ Mobile App/Internet Banking, select Services, select Debit Card Services, Limit Change, and set Online Limit.

Even if your Debit Card or Credit Card has been enabled for online transactions, it may occasionally be declined due to preventive measures we’ve set up to help protect against fraud. You can override this by logging into the CBQ Mobile App/Internet Banking, select Services, select Credit Card Services and Online Usage to enable the transactions.

  • Insufficient balance: Verify if you have sufficient balance on your card before making a purchase to avoid declines at merchant outlets. You can check your balances through Mobile Banking, Internet Banking, and Commercial Bank Telephone Banking services.
  • Incorrect information: The information you have entered might not match the card information. This includes card number, expiry date, CVV number, or cardholder name. Verify the information before clicking the submit button for any online purchases.
  • Late payments: If you have failed to meet your card payments on time, your Credit Card might be put on hold. If your Credit Card is set up for auto debit on the payment’s due date, please ensure you conduct your payments in a timely manner and have a sufficient balance in your account.
  • Expired card: Your Credit Card might have expired. Always check the “valid to” date on the card.
  • Pre-authorization holds: Some purchases, such as hotel bookings and car rentals, incur a hold on a certain amount. Ensure you have sufficient balance to cover the booking before making the transaction.
  • Lost or stolen card: If you reported your card as lost or stolen, it is likely blocked and your attempts to make purchases online may fail. Request a replacement card by logging into the CBQ Mobile App/Internet Banking or visit our Self-Service Card Printing Machines.
  • End of service benefits: If your employer has paid your end of service benefits, your credit may be temporarily blocked, as many cards are issued against a salary transfer. Provide the new standard letter from your new employer at the nearest branch to release the hold on your credit card. You can contact our Collection team at 4449 0500 for more information.

 

How to raise a dispute?

Disputes can arise due to various reasons such as the below:

  • The exact amount may not be dispensed when withdrawing cash.
  • Discrepancy when depositing fund to your account or Credit Card.
  • Online purchase application timed out, but your Credit Card has been debited.
  • Your card has been misused, and transactions are fraudulent. For fraudulent or lost card reason, it is important to block your card via CBQ Mobile App/Internet Banking or contact 4449 0000 to prevent further transactions.
  • Issues related to the merchant, such as not receiving the product you ordered, not getting the refund promised by the merchant, or being charged twice for a single purchase. In these cases, please make sure to contact the merchant first to resolve the issue before raising a dispute with us.

Once the transaction is posted without delay, you can easily raise transaction dispute via CBQ Mobile App/Internet Banking:

  • Log in to the CBQ Mobile Banking App or Internet Banking.
  • Go to “Services” in the bottom right corner.
  • Find the “Raise Dispute” option.
  • Select your “Account” or “Credit Card”.
  • Locate the transaction and submit your dispute.

 

What to expect after raising a dispute?

Dispute process and timeline are strictly governed by global dispute guidelines, as per National ATM and POS Switch (NAPS) or scheme rules such as Visa or MasterCard, depending on the transaction types.

Dispute process duration may take:

  • 4-10 working days for transaction with CB ATMs.
  • Up to 14 working days for local/GCC debit card transaction.
  • Up to 90 working days for all credit card transactions and international debit card transactions.

Once you have submitted your dispute, we will reach out to you on the status and if any further information/document is required.