Quick Facts

• You have 120 days to dispute card transactions
• Debit orders can be reversed instantly within 40 days
• All dispute services are FREE at your bank
• Banks must investigate your dispute fairly
• The National Financial Ombud can help if your bank refuses

What Is a Transaction Dispute?

A transaction dispute is when you ask your bank to reverse money that went out of your account. This could be money taken without your permission, or money you paid but did not get what you were promised.

In South Africa, all banks must follow strict rules about disputes. These rules protect you and make sure banks handle your complaint fairly.

Important: A dispute is different from cancelling a payment. When you dispute, you are asking the bank to investigate and return money that already left your account.

✅ When Can You Dispute a Transaction?

You can dispute a transaction when any of these happen:

Valid Reasons to Dispute:

• Fraud: Someone used your card or account without permission
• Card stolen or lost: Transactions happened after you lost your card
• Goods not received: You paid but never got what you ordered
• Wrong goods: You received damaged or incorrect items
• Service not provided: You paid for a service that was not delivered
• Duplicate charge: You were charged twice for the same thing
• Wrong amount: You were charged more than the agreed price
• Unauthorised debit order: Money taken without a valid contract
• Cancelled contract: Debit orders continue after you cancelled

Disputing Credit Card and Debit Card Transactions

How Card Disputes Work:

When you dispute a card transaction, your bank uses a process called a chargeback. This means the bank reverses the money from the shop’s account back to your account.

Important Timeframes:

• 120 days: You have 120 days from the transaction date on your statement to dispute
• 45-60 days: Most banks complete investigations within this time
• Act immediately: Report fraud as soon as you notice it to avoid losing your right to dispute

What Happens During a Dispute:

1. You report the dispute to your bank in writing
2. Your bank investigates and may reverse the money temporarily
3. The shop’s bank contacts the shop for proof
4. The shop has a set time to respond with evidence
5. If the shop cannot prove it was valid, you get your money back
6. If the shop proves it was valid, you must pay again

⚠️ Disputing Debit Orders

Debit orders are different from card transactions. South Africa has special rules to protect you from unauthorised debit orders.

The 40-Day Rule:

Within 40 days: If you dispute an unauthorised debit order within 40 days, your bank must reverse it immediately. You get your money back right away while they investigate.

After 40 days: Your bank will send a request to the company for proof. If the company cannot show a valid contract within 30 days, you get your money back. If they show proof, you must sort it out with the company directly.

Types of Debit Orders:

• DebiCheck: You approve these on your phone or at the bank. Harder to dispute because you confirmed them.
• EFT Debit Orders: Traditional debit orders. Easier to dispute if unauthorised.
• AEDO (Card-based): Debit orders where you swiped your card and entered your PIN. Can only be disputed for fraud.

When You Can Dispute a Debit Order:

• You never signed a contract for it
• The company is taking more than agreed
• The company is taking money on wrong dates
• You cancelled but they keep taking money
• You told them to stop but they ignored you

How to Dispute a Transaction: Step-by-Step

Step 1: Try to Resolve with the Merchant First

Contact the shop, company, or person you paid. Many problems can be solved quickly:

• Call their customer service number
• Send them an email explaining the problem
• Keep records of all communication
• Give them a chance to fix it (usually 7 days)

Step 2: Gather Your Evidence

Before contacting your bank, collect:

• Bank statements showing the transaction
• Receipts or proof of payment
• Order confirmations or contracts
• Photos of damaged goods
• Emails or messages with the company
• Delivery/tracking information (if applicable)

Step 3: Contact Your Bank

You can dispute in several ways:

• Banking App: Most banks allow disputes through their app (quickest method)
• Online Banking: Log in and look for “Dispute Transaction”
• Phone Banking: Call your bank’s dispute hotline
• Branch Visit: Go to your nearest branch with your ID and documents

Step 4: Complete the Dispute Form

Your bank will ask for:

• Your full name and account details
• Transaction date and amount
• Merchant name and description
• Reason for disputing (be specific and detailed)
• What you tried to do to fix it
• Copies of your evidence

Step 5: Wait for Investigation

Your bank will investigate your complaint. During this time:

• Keep checking your bank statements
• Respond quickly to any bank requests
• Keep your contact details updated
• Do not make the same payment again

Step 6: Get the Outcome

The bank will tell you the result:

• Successful: Money returned to your account
• Unsuccessful: You may need to pay again or take further action
• Partial success: You may get some money back

Major South African Banks’ Dispute Procedures

Bank	How to Dispute	Contact
FNB	Banking App, Online Banking, Cellphone Banking (*120*321#)	087 575 9404
Capitec	Banking App, Branch, Phone	0860 10 20 43
Standard Bank	Internet Banking, Branch, Phone	0860 123 000
ABSA	Banking App, Online Banking, Branch, Phone	0860 008 600
Nedbank	Money App, Online Banking, Branch	0860 555 111
African Bank	MyWORLD App, Phone, Branch	0861 663 663

Note: All major South African banks follow the same rules set by the Payment Association of South Africa (PASA) and the Code of Banking Practice.

🚨 Beware of Dispute and Reversal Scams

Criminals in South Africa are using disputes as part of their scams. They target people who are trying to dispute transactions.

Common Scam: Fake “Fraud Department” Calls

How it works:

1. Scammer calls pretending to be from your bank’s fraud department
2. They say there are unauthorised transactions on your account
3. They offer to “help you reverse” the fraud
4. They ask you to approve a transaction or send Instant Money “to reverse the fraud”
5. They ask for your OTP (one-time PIN)
6. You actually approve a payment to the scammer

How to Protect Yourself:

• Never share your OTP – Your bank will NEVER ask for it
• Never send Instant Money to “reverse” anything – This is always a scam
• Do not approve transactions to stop fraud – Disputes are done differently
• Hang up and call your bank on the official number from your card
• Do not download apps suggested by callers
• Your bank will never ask you to move money to a “safe account”

✅ Your Consumer Rights When Disputing

Rights Protected by Law:

• Right to dispute: You can question any transaction you believe is incorrect
• Free service: Banks cannot charge you to investigate a genuine dispute
• Fair investigation: Banks must investigate properly and fairly
• Written response: Banks must tell you the outcome in writing
• Timeframes: Banks must respond within reasonable time (usually 45-60 days)
• Right to appeal: You can take your case to the Ombudsman if unhappy

If Your Bank Refuses Your Dispute:

If you are not happy with your bank’s decision, you can contact:

Other Helpful Contacts:

• Financial Sector Conduct Authority (FSCA): 0800 110 443 or www.fsca.co.za
• National Credit Regulator: 0860 627 627 (for credit-related disputes)
• SABRIC Fraud Hotline: 0860 557 557 (to report banking fraud)
• South African Police Service: 10111 (for criminal fraud)

What Does It Cost to Dispute?

Good news: Disputing transactions should be FREE at your bank if it is a genuine dispute.

When You Might Pay a Fee:

• If the investigation finds you were wrong (some banks charge R50-R100)
• If you are disputing something you actually authorised
• If you repeatedly dispute valid transactions

The Ombudsman service is always free. You pay nothing to use the NFO’s help.

Top Tips for Successful Disputes

1. Act quickly: Report fraud or problems as soon as you see them
2. Keep records: Save all receipts, emails, and proof of purchase
3. Check statements regularly: Look at your bank statement every week
4. Be honest: Only dispute transactions that are genuinely wrong
5. Follow up: If you do not hear back, contact your bank again
6. Be patient: Investigations take time – usually 45 to 60 days
7. Keep copies: Make copies of all dispute forms and correspondence
8. Know your rights: Banks must follow the rules and treat you fairly

Disputing transactions is your right as a South African bank customer. All major banks must follow the same rules to protect you.

Remember these key points:

• You have 120 days to dispute card transactions
• Debit orders can be reversed within 40 days instantly
• Always try to resolve with the merchant first
• Never share your OTP or approve transactions to “reverse fraud”
• Keep all proof and records of your transactions
• If your bank refuses, contact the National Financial Ombud

Stay vigilant, check your bank statements regularly, and don’t be afraid to speak up when something doesn’t look right. Your money, your rights!