Manage Your Transfers

How to Raise Transaction Disputes

Retail Customers

PayCard Customers

Log into the CBQ Mobile/Internet Banking.
Navigate to the “Transfers” tab and click on “Transfer History”.
Select the specific transfer.
Click “Raise/Track Transfer Dispute”.
Choose the dispute type and fill out the form. Ensure your account or credit card has sufficient funds for the processing fee.
Carefully read the Terms and Conditions, then click “Submit”.
Review the details and click “Confirm”.
You will receive a confirmation message on the screen.

Log into the CBQ Mobile App.
Navigate to the “Transfers” tab and click on “Transfer History”.
Select the specific transfer.
Click “Raise/Track Transfer Dispute”.
Choose the dispute type and fill out the form. Ensure your account or credit card has sufficient funds for the processing fee.
Carefully read the Terms and Conditions, then click “Submit”.
Review the details and click “Confirm”.
You will receive a confirmation message on the screen.

How to Track Transaction Disputes

Retail Customers

PayCard Customers

Log into the CBQ Mobile/Internet Banking.
Go to the “Transfers” tab and select “Transfer History”.
Choose the relevant transfer.
Click on “Dispute in Progress”.
You can view the status of your request and will be notified if any further action is required.

Log into the CBQ Mobile App.
Go to the “Transfers” tab and select “Transfer History”.
Choose the relevant transfer.
Click on “Dispute in Progress”.
You can view the status of your request and will be notified if any further action is required.

What to do when you need to amend a transfer

Retail Customers

PayCard Customers

Log into the CBQ Mobile App/Internet Banking.
Navigate to the "Transfers" tab and select "Transfer History".
Choose the transfer you wish to amend.
Click "Amend Transfer" and update the necessary details.
Confirm the changes and submit.

Log into the CBQ Mobile App.
Navigate to the "Transfers" tab and select "Transfer History".
Choose the transfer you wish to amend.
Click "Amend Transfer" and update the necessary details.
Confirm the changes and submit.

What to do when you need to cancel a transfer

Retail Customers

PayCard Customers

Log into the CBQ Mobile App/Internet Banking.
Go to the "Transfers" tab and select "Transfer History".
Find the transfer you want to cancel.
Click "Cancellation" and follow the prompts.
Confirm the cancellation and submit.

Please note that cancellation requests must be made before the transfer is processed.

Log into the CBQ Mobile App.
Go to the "Transfers" tab and select "Transfer History".
Find the transfer you want to cancel.
Click "Cancel Transfer" and follow the prompts.
Confirm the cancellation and submit.

Please note that cancellation requests must be made before the transfer is processed.

What to do when the beneficiary hasn’t received the funds:

If the beneficiary has not received the funds:

Verify transfer details:
- Ensure that the beneficiary’s details (account number, name, etc.) were entered correctly.
Check transfer status:
- Log into the CBQ Mobile App or Internet Banking.
- Navigate to “Transfers” and check the status of your transfer under “Transfer History”.
Raise an investigation:
- If the transfer status shows it was completed but the beneficiary hasn’t received the funds, log into the CBQ Mobile App or Internet Banking.
- Navigate to “Transfers” and select “Raise/Track Transfer Dispute”.
- Choose “Investigation” and provide details about the issue.

What to do in case you receive an RFI (Request for Information)

Submit an RFI:
- Log into the CBQ Mobile App or Internet Banking.
- Navigate to "Transfers" and select "Request for Information"
- Select the case and fill out the form with required details.
Processing:
- Once submitted, our team will review your RFI and provide the requested information or updates.
- You will receive notifications regarding the status of your request and any actions required.

Initiating Transfers: Types and Turnaround Times (TAT)

Local Transfers

Turnaround time: Typically processed within a few hours to 1 day.

International Transfers

60-Second Remittance:

Turnaround Time: Completed within 60 seconds for the following currencies:

Indian Rupee (INR)
Philippine Peso (PHP)
Pakistani Rupee (PKR)
Sri Lankan Rupee (LKR)
Nepalese Rupee (NPR)
Bangladeshi Taka (BDT)

Transfers may take longer in cases of:

Maintenance periods for either the service provider or partner/correspondent/beneficiary banks.
Compliance checks or regulatory holds.
Incorrect recipient details provided.

Cash Pickup services:

For Bangladesh Cash Pickup services

The amount can be collected from any BRAC Bank branches or cash pickup centres. The beneficiary may also call at +800-16221 to find their nearest cash pickup location.

For Pakistan Cash Pickup services

The amount can be collected from all branches of Habib Bank Limited from 9:00 am to 5:30 pm Monday to Friday.

For Philippines Cash Pickup services

Cash pickup is available at any of BDO branches, Villarica Pawnshop, Palawan Pawnshop and RD Pawnshop.

For Nepal Cash Pickup services

Cash pickup from any branches of Global IME bank.

Transfers to Europe – Target Payments in Euro (EUR):

Turnaround time: Same day credit (1 business day) for transfers done through Target Payments.

Conditions:

Transactions initiated before 2:30 pm (Qatar time) are processed and credited on the same business day.
Transactions initiated after 2:30 pm (Qatar time) are processed and credited on the next business day.

Note: This service is not available on public holidays and weekends (Saturday and Sunday) in Europe.

Transfers may take longer in cases of:

Maintenance periods for either the service provider or partner/correspondent/beneficiary banks.
Compliance checks or regulatory holds
Incorrect recipient details provided

SWIFT payments:

The Turnaround Time (TAT) of SWIFT can vary depending on several factors, including the type of transaction, the countries involved, the specific banks, and their processing capabilities. Here's a general overview of TAT for different types of SWIFT transactions:

Standard International Transfers:

Turnaround Time: Typically 1 to 5 business days.

Factors Affecting TAT: Time zones, currency exchange, cut-off times for transactions, the intermediary banks involved, and the processing times of the sending and receiving banks.

Important Note: The actual TAT for a SWIFT transaction can vary based on the individual bank's processing times, the time of day the transaction is initiated, weekends, public holidays, and compliance checks. To get the most accurate information, it's best to consult directly with the bank handling the transaction.

Transfer to UK - in British Pounds (GBP):

Turnaround Time: Within 5 minutes.

Availability: The service is available 24x7, including weekends and bank holidays.

Western Union Transfers:

Turnaround Time: Completed within 1-2 working days, for the following currencies:

Egypt - Ethiopia - Ghana - Indonesia - Kenya - Lebanon - Morocco - Nigeria - Sudan - Tunisia - Turkey - Uganda

Manage Your Transfers End-to-End Via CBQ Mobile App and Internet banking

Raise Transfer Disputes

Track Transfer Disputes

Types of Transfers & Turnaround Times

Amend

Cancel

Investigate

Request for Information (RFI)

How to Raise Transaction Disputes

How to Track Transaction Disputes

What to do when you need to amend a transfer

What to do when you need to cancel a transfer

What to do when the beneficiary hasn’t received the funds:

What to do in case you receive an RFI (Request for Information)

Initiating Transfers: Types and Turnaround Times (TAT)

Local Transfers

International Transfers

60-Second Remittance:

Transfers may take longer in cases of:

Cash Pickup services:

For Bangladesh Cash Pickup services

For Pakistan Cash Pickup services

For Philippines Cash Pickup services

For Nepal Cash Pickup services

Transfers to Europe – Target Payments in Euro (EUR):

SWIFT payments:

Standard International Transfers:

Transfer to UK - in British Pounds (GBP):

Western Union Transfers:

Additional FAQs