Your Rights

What are my rights with respect to billing errors and disputed charges?
If you are ever billed in error or suspect that your card has been utilised by a 3rd party without your authorisation, the following steps will serve to protect your interest.

1. Contact the card issuer immediately upon receiving the bill containing the disputed charge.

2. Send a follow up letter to the card issuer within 14 days of the statement date. Do not send any payment together with the letter.

3. In your letter, provide your name, account number, date and amount of the charge disputed, and a complete explanation of why you are disputing the charge. Be specific.

4. Confirm receipt of your letter by calling the card issuer. This is also to ensure that your case is officially recorded.


If these steps are followed, the creditor or card issuer should conduct an investigation into the matter and advise you accordingly.

Depending on facts revealed pursuant to the investigations, the card issuer may not take action to collect the disputed amount, including reporting the account as delinquent, and may not close or restrict your account.

If there was an error or you do not owe the amount, the card issuer must credit your account and remove any finance charges or late fees relating to the amount not owed. For any amount still owed, you have the right to an explanation and copies of documents proving you owe the money.

If the bill is correct, you must be told in writing what you owe and why. You will owe the amount disputed plus any finance charges. You may ask for copies of relevant documents.