Check the transaction date and merchant name. Note, that a company may be trading with a different name, and transaction details may differ.

Check for recurring subscriptions from services you may have previously subscribed to and have not cancelled.

If you are still unable to recognise the payment, block your card via your TNB Card web portal or APP and contact us immediately.

If you have a transaction(s) you recognise but wish to dispute, attempt to resolve the issue with the retailer directly in writing or by email and retain documentary details of such exchanges. If you have contacted the merchant and still require assistance from us, write to us within one month of the transaction date detailing the nature of the dispute together with the following:

• Last four digits of the Card
• Transaction date
• Transaction currency amount
• Name and location of retailer (as it appears on your account)
• All exchanges of documentation with the retailer
• Result of direct communication with the retailer

Visa allows 120 days from the transaction date to file claims. Any dispute received after this time may only be processed and accepted subject to consideration and goodwill from all parties concerned. Fraud related disputed transactions will be reimbursed to your account within 10 working days upon receipt of your claim. Should the outcome of the investigation conducted by Visa result in favour of the merchant, Trusted Novus Bank Limited reserves the right to debit your account accordingly and any documentation received will be made available to you. An attempt should always be made directly to the retailer where feasible, particularly in the event of mail/telephone and internet orders.