🌐 Web 📱Mobile | 👤 Cardholder
If you notice suspicious activity on your Yokoy Platinum Visa card account, it is important that you flag these actions as soon as possible and freeze the cards to prevent any further unauthorized transactions.
Depending on the situation – e.g., double charges, cancellation in due time, or the merchandise was not as expected – you must follow specific steps and gather supporting proof.
🚧 Caution
Your Yokoy Platinum Visa card admin has up to 120 days from the transaction date to dispute a transaction; therefore, it’s important that you report them as soon as possible.
Please note that a transaction can be disputed for one of the following reasons:
The amount of the sales was raised
If the amount of the sales was raised, you have to:
Contact merchant and clarify why the amount of the sales was raised – ask to refund the difference
If the merchant is not responsive/reachable, please obtain a copy of the sales slip including original amount
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching the previously obtained documents
Required proof:
Copy of the sales slip including original amount
The amount has already been paid by other means
If the amount has already been paid by other means, you have to:
Contact merchant and clarify why the amount was charged twice – ask to refund the duplicate charge
If the merchant is not responsive/reachable, please obtain a cash receipt,
debit note, etc.
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching the previously obtained documents
Required proof:
Cash receipt, debit note, etc.
The amount was debited twice/multiple times
If the amount was debited twice/multiple times, you have to:
Contact merchant and clarify why the amount was charged twice or even more, and ask to refund the duplicate/multiple charges
If the merchant is not responsive/reachable, please obtain a document about the correct transaction
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching the previously obtained documents
Required proof:
Documentation about the correct transaction
The recurring transaction (subscription) was cancelled in due time
If the recurring transaction (subscription) was cancelled in due time, you have to:
Contact merchant and clarify why the cardholder was charged, even though the subscription was cancelled in due time, and ask to refund the last charge billed by the merchant
If the merchant is not responsive/reachable, please obtain a copy of the cancellation
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching the previously obtained documents
Required proof:
Copy of the cancellation
The service was cancelled in due time
If the service was cancelled in due time, you have to:
Contact merchant and clarify why the cardholder was charged, even though the service was cancelled in due time, and ask to refund the last charge billed by the merchant
If the merchant is not responsive/reachable, please obtain a copy of the booking documents, cancellation details
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching the previously obtained documents
Required proof:
Booking documents
Cancellation details
The service was not provided as promised
If the service was not provided as promised, you have to:
Contact merchant and clarify why the service was not provided as promised, and ask for a refund
If the merchant is not responsive/reachable, please obtain a copy of the booking documents
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching the previously obtained documents
Required proof:
Description of the incident
Booking documents
I have not received the merchandise I paid for
If you I have not received the merchandise you paid for, you have to:
Contact merchant and clarify why the paid merchandise was not received as promised, and ask for a refund
If the merchant is not responsive/reachable, please obtain a copy of the order confirmation, copy of an email to the merchant
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching the previously obtained documents
Required proof:
Order confirmation
Copy of an email to the merchant
The merchandise was defective/not as described
If the merchandise was defective or not as described, you have to:
Contact merchant and ask for a refund for the merchandise that was defective/not as described
If the merchant is not responsive/reachable, please obtain a copy of the order details
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail with a defect description and attaching the previously obtained documents
Required proof:
Defect description
Order details
The ATM has not withdrawn the requested amount
If the ATM has not withdrawn the requested amount, you have to:
Wait 24-48 hours as usually – the ATM will balance and only post the actual amount withdrawn when the transaction is settled
If the amount debited is still incorrect after 48 hours, please obtain the details of the ATM bank.
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching the previously obtained details of the ATM bank
Required proof:
Details of the ATM bank
The merchant's promised credit has not been credited
If the merchant's promised credit has not been credited, you have to:
Contact merchant and clarify why the promised credit has not been credited
If the merchant is not responsive/reachable, please obtain the merchant's credit confirmation
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching the previously obtained documents
Required proof:
Merchant's credit confirmation
I neither made nor authorized the above-mentioned transaction
If you certify, that you neither made nor authorised the above-mentioned transaction, you have to:
Contact Card Fraud team to report the issue following the steps in
Reporting fraudulent transactions on your Yokoy Platinum Visa card, explaining the incident in detail and attaching any proof you have obtained
No proof is required.