Dispute a fraudulent transaction

If you've spotted a transaction you don’t recognise, or suspect fraud, here’s what you can do

FAQs

If I’m travelling abroad or am In the UAE and receive a fraudulent transaction notification via SMS, what should I do?

If you or your supplementary cardholders don't recognise a transaction, put a temporary block on your card right away through Mobile or Online Banking. This can be done within seconds. Once you're sure that the transaction is not one you or your dependents made, you can permanently block your card, again using Mobile or Online Banking. Next, complete this dispute form and email it to [email protected].

How long do I have to report a fraudulent transaction for action to be taken by Emirates NBD?

A dispute should be submitted within 30 days of the account or credit card statement date.

I’ve noticed a fraudulent transaction on my debit/credit card a month after the incident. Can I get help?

A dispute should be submitted within 30 days of the account or credit card statement date. We won’t be able to raise the investigation with the service provider after this time.

I received fake or faulty goods from an online retailer. Can I get my money back?

If you’ve receive fake or faulty goods, please speak with the merchant. Always make sure to purchase only from an authorised and well-known seller.

I changed my mind about a purchase and want my money back. Can I get a refund?

You should speak with the merchant and cancel or return the item first. Once this is done, the merchant should be able to tell you how long the refund will take. In case there is any delay, please report the transaction using this form.

I want to block my credit or debit card while I'm travelling. How can I do this?

You can temporarily block your card through Mobile or Online Banking but remember if you have any auto payments or standing instructions, they won’t go through because the card will be inactive until you unblock it.

I failed to report a suspicious transaction as I did not notice it. How does the bank protect me?

A dispute should be submitted within 30 days of the account or credit card statement date. We won’t be able to raise an investigation with the service provider after this time, so please make sure to track your transactions through Mobile or Online Banking and check your account and credit card statement regularly to spot any suspicious transactions.

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