1.       Lock the card using one of the available means (If you are not sure that the operation is unauthorized – block it by sending an SMS message from your phone or via the Telecard application – only in this case can you unblock the card at any time without visiting the Bank in person to submit a report)

 2. Try to remember:

• Whether the disputed transaction is a debit related to a transaction you made earlier.
• Whether you authorized someone to conduct a disputed transaction or to use the card details to register services.
• Whether the transaction is the consequence of obligations you previously assumed (i.e. confirmation of consent to the terms and conditions for the provision of paid services when registering on websites, reservations about automatically initiated payments for the renewal of subscriptions, or as payment for services under previously executed contracts with a guarantee of payment on the card, etc.).

 3. Not later than the day following the date on which a transaction report is received from the Bank:

In the event that unauthorized transactions were performed on a valid card on which unauthorized activity is suspected

• Contact any branch of the Bank that is convenient for you.
• Fill in the written Unauthorized (Fraudulent) Transaction Report form
• Turn in your card to the Bank and fill in the Bank Card Loss/Blocking Report and Application for Bank Card Re-Issue, making reference to the unauthorized transaction on a valid card on which unauthorized activity is suspected.

In the event that unauthorized transactions were performed on a lost or stolen card:

• Contact any branch of the Bank that is convenient for you.
• Fill in the written Unauthorized (Fraudulent) Transaction Report, Bank Card Loss/Blocking Report, or Application for Bank Card Re-Issue forms.

 4. If it is not possible to visit the Bank in person and submit the required reports and applications within the specified deadline, the following procedure is used:

• A request can be sent through the Feedback page, attaching a scanned copy of the signed report application.

Be prepared that during the review of your report/application you may be required to provide confirmation that you filed a report with law enforcement agencies, as well as other documents required for the investigation to prove that you were not involved in the transactions.

1. Try to settle the disputed situation directly with the trade and service company, keeping copies of documents confirming the attempted settlement (correspondence with the seller, screenshots of messages through the feedback form on the company's website, etc.)

If the dispute is not resolved:

2. Contact any branch of the Bank that is convenient for you.

3. Fill in the written Disputed (Non-Fraudulent) Debit Transaction Report or Failed ATM Transaction Report forms and attach a statement drafted in free form explaining the circumstances of the disputable situation.

4. Submit the documents (for erroneous transactions at trade and service companies):

• Confirming that a transaction failed, a service was cancelled, goods were returned, etc.
• Confirming attempts to settle a disputable situation directly with the trade and service company.

IMPORTANT! Keep all documents related to transactions involving the use of primary and additional cards (card details), as well as documents confirming payment in cash or otherwise after a failed payment attempt using the card (card details) for six months following the date of the transaction.

Report/Application deadlines:

1. When:

• Trade and service companies fail to fulfill their obligations to deliver goods/provide prepaid services.
• Trade and service companies fail to fulfill their obligations to refund payment for cancelled services or returned goods.

Prior to the expiration of the last business day of the month following the month in which the delivery date of the goods/services was scheduled, the return of goods/refusal of services was performed or the refund date was scheduled.

2. In other cases

• Before the expiration of the last business day of the month following the month of the transaction involving the card account.