A duplicate payment or paid by other means, is a single transaction that was processed more than once for the same purchase on the same transaction date, and for the same transaction amount.
A dispute for duplicate payment or paid by other means applies when a merchant has charged your card but then either charged you again on that card or charged you by other means via alternative card/payment method.
In certain circumstance, you may have been charged an incorrect amount due to a processing error e.g. you should have been charged €10.00 but you were charged €100.
If this is the case, follow the steps below, but be mindful that you will need to mention this upon submission of this dispute and include a receipt showing the correct, original amount you should have paid.
You must wait 15 calendar days from the date of the transaction.
You must raise your dispute no later than 120 calendar days from the transaction processing date.
Before you raise a dispute with PTSB, you must contact the merchant directly. It is important that you keep a record of all communications with the merchant as we may need evidence of this in order to process your dispute.
The merchant has 30 days to accept or reject the dispute.
To help us support you effectively, please follow the steps below before submitting a dispute. If these steps aren’t completed, we may not be able to proceed with your dispute.
The more information and documentation you provide can further assist us in our investigation.
Examples of documentation you can gather to support your dispute:
All disputes should be raised through the online form.
If you are having any difficulties completing the form, please call us on 0818 50 24 24 or +353 1 212 4298 (from abroad). Lines are open from 9am to 5pm Monday to Friday (excluding public holidays), and 10pm to 2pm Saturday and Sunday.
If you cannot use the online document uploader, documents can be dropped into your nearest branch.
Once a dispute has been raised, PTSB will apply a temporary refund of the disputed amount back into your account while the dispute is being investigated. If the dispute is successful, the credit will remain in your account.
Should the dispute be unsuccessful within the 30-day timeframe, PTSB will reverse the temporary refund. We will write to you providing the details of why the case was declined and steps you might want to take to appeal the decision, if applicable.
Should you wish to appeal this decision, the next stage of the Visa Dispute process is pre-arbitration, which allows you, the cardholder, the chance to put forward any additional evidence or arguments to support your case.
Should you wish to continue this dispute, please gather any supporting documentation and submit these along with a detailed reason for why you would like to continue the dispute as provided in the decline letter.
You have 15 days from the date of the decline letter to raise a pre-arbitration request. If you are including supporting documentation, please ensure the correct reference number is provided or we may not be able to proceed with your request.
Should you identify a transaction on your statement that you have not authorised and which you suspect to be fraud, call our Fraud Department on +353 (1) 669 5851. Lines are open 24 hours a day, 7 days a week.
