Dear Client
Card fraud and payment disputes
If you want to report card fraud or submit a payment dispute to us, please do the following:
▪ Fraud
If you have not dealt with the specific merchant before and did not authorise a payment, please call our Card Fraud Department on 010 217 3001
immediately and choose option 1. If you have dealt with the merchant before, please follow the dispute process below.
▪ Extra charges
Contact the merchant to try and resolve the matter before you submit a dispute to us. If you have already contacted the merchant and the matter
is not resolved within a minimum of 15 days, please include proof of your communication with the merchant when you submit your dispute.
▪ Subscription fees and free trial products
If you submit a dispute to us, we will need proof that you have first tried to resolve the matter with the merchant. We will also need proof that you
have cancelled your subscription and that a refund is due to you.
For disputes involving 'free trials', please try to resolve the matter with the merchant before submitting your dispute to us. If the matter is not
resolved, we will need proof of your communication with the merchant.
▪ Services not rendered or goods not received
We will need proof that you have first tried to resolve the matter with the merchant. We will also need your invoices (proof of purchase) and the
expected delivery date.
▪ Refund not paid
We will need proof that a refund was due to you but not paid within 15 days after you have received a refund receipt or advice.
If you need more information, please contact us on 010 217 3001 (choose option 3) or at CPOCardDisputes@Nedbank.co.za.
Kind regards
Return to: Disputes Department
Fax: 0861 102 053
Nedbank Card
Nedbank 135 Rivonia Campus 135 Rivonia Road Sandown Sandton 2196 PO Box 1777 Johannesburg 2000 South Africa
T 0860 555 111 Telex 4 22079SA Email CPOCardDisputes@Nedbank.co.za
Directors: PM Makwana (Chairperson) MWT Brown (Chief Executive) HR Brody (Lead Independent Director) BA Dames MH Davis (Chief Financial Officer) NP Dongwana EM Kruger P Langeni
RAG Leith L Makalima Dr MA Matooane MC Nkuhlu (Chief Operating Officer) M Nyati S Subramoney
Company Secretary: J Katzin 01.03.2023.
www.nedbank.co.za
. Nedbank Ltd Reg No 1951/000009/06. Licensed financial services and registered credit provider (NCRCP16)
Card Transactional Dispute Form 01March2023 | SD2
DISPUTE DRAFT
Email: CPOCardDisputes@Nedbank.co.za
Cardholder's name ID no
Email address Tel
Cell
Fax
Card no: Amex
Card no: MasterCard/Visa
Preferred method of contact Email Fax Phone SMS
DATE OF FOR OFFICE USE ONLY
AMOUNT(S) MERCHANT NAME
TRANSACTION (DCMS CASE NUMBER)
Note: If you are disputing more than one transaction, please list them individually.
Tell us why you are disputing the transaction:
I did not authorise this/these transaction(s) and the card has been in my possession at all times.
I have made other transactions with this merchant, but have no knowledge of this one.
The charge on my statement is not the same as the amount on my credit card slip. (Please attach a copy of the slip.)
Amount difference is ZAR:
I received a refund slip. (Please attach a copy of the refund slip.)
I have made this transaction, but I have not received the goods or services.
I cancelled this/these transaction(s) with the merchant. (Please attach proof of cancellation.)
If other, please specify.
I, the cardholder, agree to and confirm the following:
1 Depending on the nature of the dispute, my dispute is subject to Card Association rules and by-laws and may be subject to time restrictions.
2 Disputes can be actioned only if the disputed transactions appear on my card statement.
3 This form must:
3.1 include the statement(s) that shows/show the disputed transaction(s); and
3.2 reach Dispute Resolution Services within 30 calendar days of the statement date on which the disputed transaction(s) appears/appear, otherwise
the claim may be invalid.
4 The dispute process can start only once Nedbank has received this form, together with the relevant statement(s).
5 Nedbank may charge a fee for this service. (The latest fee brochure is attached.). This fee, will depend on:
5.1 the fee charged to Nedbank (if any) in line with the terms of the Card Association rules and by-laws; and
5.2 whether the dispute is valid or without merit.
6 This form may not be used to dispute:
6.1 service-related matters (please refer these matters to the service provider/merchant/retailer); or
6.2 bank-related charges (please refer these matters to our Contact Centre on 010 217 4710).
Cardholder's signature Date
Nedbank Ltd Reg No 1951/000009/06. Licensed financial services and registered credit provider (NCRCP16).
Page 2 of 2 Card Transactional Dispute Form 01March2023 | SD2
