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How do you reverse a credit card transaction?

Do you need an incorrect credit card charge reversed? Learn how to dispute transactions with your bank.

Updated

Fact checked

Mistakes on your credit card statement are forgivable, as long as they are rectified. It may be a transaction you don’t recognise, a direct payment after you’ve cancelled it or an instance where the merchant’s charged you twice. Whatever the case, you should always immediately bring any inconsistencies in your statement to the bank’s attention, where you’ll be given the opportunity to dispute and reverse incorrect charges. This is especially urgent if you suspect your card has been stolen or breached so you can instantly freeze your account to prevent more fraudulent transactions.

HSBC Revolution Credit Card

HSBC Revolution Credit Card

Receive S$150 cash back or a Samsonite Prestige 69cm Spinner Exp (worth S$670) luggage

Offer ends 31 Dec 2020

Eligibility criteria, terms and conditions, fees and charges apply.

HSBC Revolution Credit Card

  • Principal Annual Fee: S$0 annual fee for entire membership - S$0 thereafter.
  • Cashback Rate: 0%
  • Annual Interest Rate: 25.9%
  • Minimum Income (Singaporean & PR): S$30,000
  • Minimum Income (Non-Singaporean): S$40,000
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What you’ll find in this guide

How do I lodge a dispute?

The process for lodging a dispute will vary by bank. Some will let you provide the necessary information online, while you may need to call others.

BankContact informationAvailability
DBSIn Singapore: 1800 111 1111
From overseas: (65) 6327 2265
24 hours, 7 days a week
POSBIn Singapore: 1800 339 6963
From overseas: (65)6339 6963
24 hours, 7 days a week
OCBCIn Singapore: 1800 363 3333
From overseas: (65) 6363 3333
24 hours, 7 days a week
UOBIn Singapore: 1800 222 2121
From overseas: (65) 6222 2121
24 hours, 7 days a week
HSBCIn Singapore: 1800 4722 669
From overseas: (65) 6472 2669
24 hours, 7 days a week
Citibank(65) 6225 522524 hours, 7 days a week
Standard CharteredIn Singapore: 1800 747 7000
From overseas: (65) 6747 7000
24 hours, 7 days a week
MaybankIn Singapore: 1800 629 2265
From overseas: (65) 6533 5229
24 hours, 7 days a week
Bank of ChinaIn Singapore: 1800 338 5335
From overseas: (65) 6338 5335
24 hours, 7 days a week
American Express1800 299 1997 24 hours, 7 days a week

What transactions can I dispute?

It is your right as a consumer and account holder to dispute a variety of credit card errors that include:

  • Unauthorised transactions. Any transactions that were not made or authorised by you or an additional cardholder.
  • Fraudulent transactions. A transaction that you believe was made fraudulently.
  • Inconsistencies. Items on your statement that do not match the item amounts on your receipt.
  • Mistakes. Transactions that were mistakenly charged to your account more than once.
  • Refunds. Refunds or credits that have not been processed, or that were wrongly processed as debits.
  • Cancellations. Charges for a reservation you made but cancelled within the cancellation period.
  • Cancelled auto-payments. A cancelled automatic payment that is still being deducted.
  • Faulty or defective goods. Goods that you paid for but have not received, have been delivered but are not as they were described to be or that arrived faulty or defective.
  • Unfulfilled services. Services that have not been rendered.
  • ATM errors. An ATM withdrawal that dispensed the incorrect amount of money or transactions that have been executed under duress or threat.
  • Instalment Payment Plans. IPP transactions with merchants that have ceased to operate.

What should I check before I dispute a transaction?

Firstly, please ensure that the charge in question is indeed an error by following these steps:

  1. Check all your receipts and transaction records for the period in question, paying close attention to items from the same retailer or financial institution. Try reconciling total amounts over the period, bearing in mind that some transactions may not be processed on the same day.
  2. See if you can relate the purchase to something else you bought in the same period, given that some merchants may have different billing names to their trading names. If you have an additional cardholder, check to make sure the purchase wasn’t theirs.
  3. If it is the amount that does not match, check if an exchange rate, international transaction fee or other surcharge was applied by the merchant.
  4. If the transaction was for an automatic payment or direct debit that you believe has been cancelled, contact the retailer for clarification. Some contracts specify cut-off dates for cancelling regular payments, which makes the charge legitimate if your notice of cancellation was given after that date.

If you are still unable to resolve the issue after doing all of the above, contact your bank immediately to initiate an investigation.

What happens after my dispute is lodged?

You will receive confirmation from the bank once they have received your request for a dispute resolution. At this point, it may be necessary for you to sign a form such as a dispute resolution form authorising their investigation which you will need to return to the bank in a specified time frame. They will also likely ask that you send them certain documentation in order for them to properly investigate the dispute. If you fail to provide them with all the necessary information your dispute will likely not be successful.
Once you have lodged your credit card dispute with your bank, you can expect the resolution to take place in 4 to 12 weeks, depending on the bank and the dispute. Disputes generally go through these three stages:

1. Dispute item raised2. Dispute resolution credit3. Dispute item resolved
The transaction in question is being reviewed.Your account is credited with the correct amount of money.The bank is no longer reviewing the transaction.

What’s the difference between a chargeback and a disputed transaction?

There is a distinct difference between a chargeback to your account and a transaction that needs to be disputed by the bank:

Chargeback

A chargeback refers to purchases made using a debit directly from your bank account. If such an error is made, you should first try and resolve it yourself directly with the retailer. If not, your bank will dispute the claim with the retailer’s bank but only if you ask within 30 days of the transaction. Make sure that you are prepared to provide the bank with all of the information you have about the transaction and be aware that you might be charged a fee for this service.

Disputed transaction

This term is used for credit purchases where a charge appears on your statement that you believe was made in error, is in the wrong amount, or is for goods that you ordered but were unable to use.

What should I be wary of?

Dispute resolution mechanism is available for genuine customer complaints by most banks. However, you should follow certain steps when using your credit card to protect yourself and your credit rating:

  • Shopping online. When shopping online, only make purchases with established merchants that have been in business for an extended period of time. Websites can be set up from anywhere in the world, making it difficult to track down an individual who makes a charge to your account for goods, and then closes the site. In this case, you may have to pursue a chargeback instead of reversing the credit card transaction.
  • Print your online receipts. When completing a check-out online, make sure that you print or email yourself a copy of the receipt. This will help you in lodging a dispute if the goods are never received.
  • Save credit card receipts. When using your credit card in a store, you should always check the receipt before signing it. Also, save all receipts until the next billing cycle to ensure that it is accurate.
  • Sign your credit card. If a merchant has a signed receipt from your account, it will have to match the signature shown on the back of your credit card.
  • Contact the bank ASAP. Do not wait if you notice a charge to your credit card that should not be there. The bank is only an intermediary between you and the credit card companies, which all have different criteria and time frames that have to be met for resolving disputes.

Frequently asked questions

Compare credit cards for October 2020

Name Product Reward Cashback Offer Annual Fee Min Income - Singaporean and PR
HSBC Revolution Credit Card
Earn up to 10X Reward points or 4 miles per S$1 spent on qualifying purchases.
Choose between a S$150 cashback or Samsonite suitcase if minimum spend requirements are met. T&Cs apply. Ends 31 Dec 2020.
S$0 annual fee
S$30,000
New cardholders can choose from a Samsonite Prestige 69cm Spinner Exp luggage worth S$670 or S$150 cashback. Existing cardholders will get S$30 cashback. Minimum spend of S$800 within the qualifying spend period is required. T&Cs apply. Ends 31 Dec 2020.
UOB PRVI Miles American Express Card
Earn 1.4 miles for every S$1 spent locally with no minimum spend or cap.
Get S$150 cash credit if you spend a minimum of S$1,500 within 30 days. First 200 new customers only.
S$0 annual fee for the first 1 year and S$256.80 thereafter
S$30,000
Enjoy up to 20,000 bonus miles if you charge S$50,000 to your card in a year. Apply today and enjoy free transfers to Changi Airport.
HSBC Visa Platinum Credit Card
Earn 1 Reward point for every $1 on all spend.
Up to 5% cash rebates on groceries, dining and fuel with minimum monthly spend of at least S$600.
S$0 annual fee for the first 2 years and S$192.60 thereafter
S$30,000
New cardholders can receive a Samsonite Prestige 69cm Spinner Exp suitcase (worth S$670) or S$150 cashback, if a minimum of S$800 is spent using the card in the qualifying spend period. Receive an additional S$30 worth of Lazada vouchers when you apply online with MyInfo via SingPass.T&Cs apply. Ends 31 Dec 2020.
KrisFlyer UOB Credit Card
Earn 3 KrisFlyer miles per S$1 when you spend with Singapore Airlines, Scoot, SilkAir or KrisShop and 1.2 KrisFlyer miles per S$1 on all other spend.
Get S$150 cash credit if you spend S$1,500 or more within 30 days. First 200 new customers only.
S$0 annual fee for the first 1 year and S$192.60 thereafter
S$30,000
New cardholders can receive 7,000 KrisFlyer miles when applying and spending a minimum of S$1,500 within 30 days card approval. Ends 31 October 2020. An additional 3,000 KrisFlyer miles for new cardholders upon spending a minimum of S$5. Existing UOB cardmembers get 3,000 KrisFlyer miles after the first transaction of S$5 minimum. T&Cs apply.
UOB Yolo Card
Enjoy a wide variety of discounts and cashback rebates on dining, entertainment, online shopping and travel.
Up to 8% cashback on some weekend dining, travel, and entertainment and 3% cashback on online fashion, weekday dining, travel and more.
S$0 annual fee for the first 1 year and S$192.60 thereafter
S$30,000
Apply today and get S$150 in bonus cash credits. T&Cs apply.
UOB Lady's Card
Earn 10X UNI$ (or 20 miles) per S$5 spent on a chosen spending category with no min. spend required, and 1X UNI$ (or 2 miles) on other purchases.
New customers can get S$150 in bonus cash credits. T&Cs apply.
S$0 annual fee for the first 1 year and S$192.60 thereafter
S$30,000
Apply today and get S$150 in bonus cash credits. T&Cs apply.Ends 31 October 2020.
HSBC Advance Credit Card
Choose between a sign-up gift of a Samsonite Prestige 69cm Spinner Exp luggage or S$150 cashback when minimum spend requirements are met.
Enjoy up to 3.5% cashback on all purchases with no minimum spend
S$0 annual fee for the first 1 year (permanently waived for HSBC Advance banking customers) and S$192.60 thereafter
S$30,000
New cardholders can choose between a Samsonite Prestige 69cm Spinner Exp luggage worth S$670 or S$150 cashback if minimum spend of S$800 within the qualifying spend period is made. Receive an additional S$30 worth of Lazada vouchers when you apply online with MyInfo via SingPass. T&Cs apply. Ends 31 Dec 2020.
UOB One Credit Card
Get S$150 cash credit when you apply. Minimum S$1,500 spend within 30 days. First 200 eligible applicants only.
Up to 10% cashback with some merchants including Grab,7-Eleven and Cold Storage; 6% for Singapore Power Utilities bills; and 5% back on all other retail spending.
S$0 annual fee for the first 1 year and S$192.60 thereafter
S$30,000
Apply today and get up to S$150 in bonus cash credits. T&Cs apply. Ends 31 Oct 2020.
American Express Singapore Airlines KrisFlyer Ascend Credit Card
Earn 1.2 KrisFlyer miles per S$1 spent on local purchases, with no cap.
N/A
S$337.05 annual fee
S$50,000
Get free Bang & Olufsen Beoplay E8 2.0 earphones valued at S$399 when you spend S$5,000 within the first three months and an additional 10,000 KrisFlyer miles if you are new to American Express. T&Cs apply. Ends 30 Nov 2020
UOB PRVI Miles Visa Card
6 air miles for every S$1 spent through Expedia, Agoda and UOB Travel
Get S$150 cash credit when you apply. Minimum S$1,500 spend within 30 days. First 200 eligible applicants only.
S$0 annual fee for the first 1 year and S$256.80 thereafter
S$30,000
Apply today and enjoy up to S$150 in cash credits. Plus, free travel cover.
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