[Chargeback] Credit or debit or prepaid card chargeback / dispute cases filed with other Financial Institutions

Answer

1. What is credit or debit or prepaid card chargeback / dispute?

Credit or debit or prepaid card chargeback / dispute is initiated when a cardholder raises a dispute with their payment provider (e.g. a bank) regarding a transaction made through Touch ‘n Go eWallet platform Cardholders may dispute the charges if they believe the transaction was unauthorised or fraudulent.

2. Why are account or card feature restrictions implemented during the credit or debit or prepaid card chargeback / dispute?

To protect all users and the integrity of Touch ‘n Go eWallet platform we will implement temporary account or specific feature restrictions while we thoroughly investigate the dispute, deterring additional disputes and adhering to industry regulations.

3. How long does the credit or debit or prepaid card chargeback / dispute process take?

We aim to resolve each dispute efficiently while ensuring a thorough investigation. Resolution times may vary depending on factors such as the complexity of the case. However, the cardholder may reach out to the payment provider to urge for the investigation outcome.

4. Can I still access my funds during the account restriction period?

It depends on the type of restriction:

1. If there is a complete eWallet account restriction, you will not be able to access your eWallet account.
   
   
2. If only certain features are restricted, reloading using debit/prepaid/credit card is disabled. However, you can still reload your eWallet using alternative methods such as a reload PIN or DuitNow transfer.

5. Why do I need to pay for the credit or debit or prepaid card chargeback / dispute amount?

If the investigation reveals that the disputed transaction was not due to the fault of the merchant, the user is responsible for reimbursing the disputed or charged-back amounts to Touch ‘n Go eWallet .