Goods/services not as described/damaged internal

• You have up to 120 days from the date of a transaction (or the date which you received any goods or services paid for) to raise a dispute.
• You need to wait 15 days from the date of a transaction before raising a dispute.
• Before you raise a dispute with us, you need to contact the merchant directly first to attempt to resolve the issue.
• Please keep a record of all communications with the merchant as we may need this as evidence to process your dispute.
• If you ever suspect a transaction is fraudulent, please call our dedicated Fraud Team on +353 1 6695851 and our team will be available to help you 24 hours a day, 7 days a week.

By submitting this form, the customer agrees that the personal data you provide in this form will be used by PTSB solely to process your Visa dispute request. This may include your contact details, account number, IBAN, card and transaction information, and any supporting documents you upload. Your information will be handled securely and will not be used for any other purpose.

The PTSB Data Protection Notice, which explains how we hold and use your information, is available here.

Important information

• Once the dispute is processed, we will return the transaction to the merchant and your account will be credited with a temporary refund of the disputed amount.
  
  
• The merchant then has 30 days in which to accept or reject the dispute. If the merchant rejects the dispute, they will represent the transaction to us, and your account will be debited by the disputed amount.
  
  
• Please note your account may then become overdrawn if you do not have sufficient funds to cover the disputed transaction. This may result in you being charged applicable fees and interest in accordance with the Terms and Conditions of your account.
  
  
• Our Card Operations team will contact you if the dispute is rejected and confirm the reasons the merchant has rejected the dispute, provide any documentation the merchant has given and confirm the next steps if you wish to continue with the dispute.