Card payment complaints

Do you regularly go over your card transactions and something does not add up? Do not hesitate to contact the KB Card Customer Service at 955 512 230. We will check the relevant transaction with you and explain everything if you need to file a complaint.

How and when to complain about a card payment

It is important to make a claim on time, i.e. within 30 days from the date of the transaction or the date on which the goods or services should have been delivered.

What you need to provide for a payment card complaint

In what cases can I make a claim for a card payment?

I don't know anything about the payment

If you notice a card payment that you did not make, it is likely that your account has been compromised - call KB Card Support immediately at 955 512 230.
Until the transaction is verified, you can lock your card yourself in mobile and online banking.

What to do if it's a scam and you lose money >

I didn't receive the goods I paid for

If the goods you ordered did not arrive at all, arrived damaged or different, etc., you must first contact the merchant before filing a claim. Only if the trader does not respond or does not want to accept the claim can you file a claim with the bank.

What you need to submit with your claim and how to submit it

Chargeback is a service that allows you to claim a card payment from the merchant's bank through Visa and Mastercard systems.

This service applies only to card payments, not to cash on delivery payments directly to the carrier or to payments by bank transfer.

The chargeback service is always free of charge and usually serves as a last resort if the normal merchant claim fails or is not possible.

You can file a chargeback on any card transaction. The bank then evaluates the resolution of the chargeback on an individual basis depending on the type of transaction, the method of confirmation and the card company's rules.

If a merchant accepts cards, they are subject to the rules of the card companies, including complaints. It doesn't matter what card you use to pay (credit, debit, Visa or Mastercard) or in what country (if you're abroad on holiday or business, or if you're ordering goods from abroad).

TIP: Fake e-shop scams are not completely avoidable for online purchases, but we recommend using well-known and verified merchants that allow transactions via a secure internet connection. It is also a good idea to avoid tempting and significant discounts on branded goods. You can check the merchant in advance, for example through reviews.

The specific deadlines for filing a claim are defined in relation to the card companies' deadlines and set out in the payment card terms and conditions.

The actual processing of a claim is usually a matter of a few weeks. In the case of complex claims, it may take several months.

Where and how to send the complaint

To the card complaints email reklamace_transakci@kb.cz, send the completed complaint report
Online in the Mobile Banking app or Mojebanka internet banking

Misuse of lost or stolen cards or misuse of card data on the internet

If you have lost your card, had it stolen, or if you have been charged for a transaction that you did not enter, block your card immediately, temporarily or permanently:

in mobile or internet banking,
by phone at the KB Contact Centre at 955 551 552,
by calling the 24-hour KB Card Support at 955 512 230,
in person at any branch.

In the case of a posted transaction that you did not enter, please fill out the complaint form (.pdf) and send it to us by email to reklamace_transakci@kb.cz.

What to do if your card is lost or stolen >

Problem with ATM deposits or withdrawals

In case you have been incorrectly charged for an ATM withdrawal or deposit, or the ATM did not dispense money and the amount was still withdrawn, etc.

What documents will be required to support your claim:

A completed Claim Form (.pdf),
proof of the card transaction from online or mobile banking,
ATM receipt or other evidence to prove the validity of the claim (e.g. a photo of the information displayed on the ATM screen, a statement for a deposit transaction).

The service was not provided / the ordered goods did not arrive within the specified time

Before submitting a payment claim, it is always necessary to contact the trader first and wait for his statement. Only if you disagree with the statement or the merchant does not communicate at all, contact the bank.

You can complain about a card payment in the following cases:

the service has not been provided or the ordered goods do not arrive at all within the specified time limit,
the goods are delivered destroyed or damaged,
the package has been delivered but it contains something completely different or the quality does not match the description/pictures in the offer (e.g. a fake is delivered,
a concert you bought a ticket for is cancelled,
the trader refuses to refund, exchange or communicate or disappears from the internet altogether (the trader's website is suddenly untraceable).

What you need to add to the complaint:

A completed claim form (.pdf),
proof of the card transaction from your online or mobile banking,
detailed description of the goods/service, promised delivery time, date of contacting the merchant,
all documents and communication related to the purchase - order, invoice, communication with the merchant, etc.,
in case of a complaint about the quality of the goods: an expert's opinion (if available),
for a cancelled order of goods/service: the date of cancellation and subsequent confirmation of cancellation by the merchant.

Problems with the card at accommodation (hotels, intermediaries) and car rental companies

Common cases are:

a hotel or car rental company charges additional fees after departure without explanation (may or may not be justified - e.g. minibar, stolen towels, various damages),
when renting a car, the car rental company blocks a large amount on the card (deposit), which is not returned to you when the car is returned,
the client returns the car with damage and the car rental company charges the cost of repair.

Fines for traffic offences cannot be claimed through the bank.

What you need to add to the complaint:

Acompleted claim form (.pdf),
proof of the transaction from your online or mobile banking,
the date you contacted the merchant and the outcome of your dealings with the merchant (e.g. communication email, form),
the car rental contract or hotel service order, invoice, car return report and any other communication with the merchant.

Mistakes on the trader's side

Mistakes on the trader's side can be considered as:

Duplicate transactions - one good or service has been paid for at the merchant more than once,
the amount charged does not match the amount paid,
the transaction was made in a different way - cash, another credit card, etc.

What you need to add to the complaint:

A completed claim form (.pdf),
proof of the card transaction, including the date and amount or other method of payment,
order, receipt, proof of payment by other means, communication with the merchant.

Recurring Charge "Recurring Charge"

You may encounter recurring charges, e.g. for magazine subscriptions, streaming services or apps.

How to proceed:

Contact the merchant you activated the service with - you can find the contact details on the merchant's website or in their terms and conditions.
You must first cancel your business relationship with the merchant according to the terms in the contract. Therefore, request cancellation of the service or subscription.
Remove the stored card with the specific merchant.
Confirmation of cancellation of the service should normally be sent to you by email.

If the merchant does not respond and the amount continues to be charged, file a claim with us.

What needs to be added to the complaint:

A completed claim form (.pdf),
proof of the card transactions in question, including the date and amount or other method of payment,
proof of cancellation of service prior to making the claimed payment, communication with the merchant regarding the claim.

If you use KB+, MojeBanka or Mobilní banka internet banking, you can see your entire transaction history (all payments made) - payments from your account directly in the history under your account, card payments under individual cards. Alternatively, you can also check your payments in your account statement.

When making purchases from e-shops or paying by card in store, it's a good idea to keep a paper or electronic receipt.

For an even better instant check, you can set up "Payment Notifications", via KB+ Internet Banking (Settings - Notifications - Outgoing Payments) or MojeBanka or Mobile Bank (Settings "cog" - Payment Notifications - Card Usage).

Once the payment has been made, we will notify you via in-app notification or email at your choice.