A transaction you do not recognise, a payment taken twice, or an urgent fraud alert from your bank can be stressful, especially if you are new to the UAE. Acting quickly, in the right order, protects your money and strengthens any dispute. This guide explains the first steps, how disputes and chargebacks usually work, and the timelines to expect.
First steps when you spot a problem
- Freeze or block the card: use your bank’s mobile app to temporarily freeze the card, or block it completely if you suspect fraud. Most UAE banking apps allow this instantly.
- Contact the bank through official channels: use the contact options inside your banking app or on the back of your card. Do not call numbers sent in suspicious text messages or emails, as fraud alerts themselves are sometimes faked by scammers.
- Note the details: record the date, amount, merchant name and reference for each disputed transaction, and screenshot alerts before they disappear.
- Change your passwords: if you suspect your details were compromised, update your online banking and email passwords and enable two-factor authentication.
- Check linked payments: review subscriptions and saved cards, and remove the compromised card where needed.
If money has already left your account, tell the bank immediately. Speed matters because banks can sometimes stop payments, and delay can affect how a claim is assessed. You may also report suspected fraud to Dubai Police through official UAE channels if the bank advises it.
Dispute, chargeback and fraud claim: what is the difference?
A dispute is the general process of asking your bank to investigate a transaction. A chargeback is one mechanism within that process, mainly for card payments, where the bank asks the merchant’s bank to reverse the payment under card scheme rules run by networks such as Visa and Mastercard. A fraud claim is a dispute where you say you did not authorise the transaction at all.
Common reasons include unrecognised transactions, duplicate charges, a cancelled subscription that kept billing, goods not received, and an amount that differs from what you agreed. Keep evidence: receipts, confirmations, cancellation emails and merchant messages. For many non-fraud disputes, banks expect you to try the merchant first and may ask for proof.
How to file a formal dispute
- Start in the app or online banking if your bank offers an in-app dispute option, or submit its dispute form by its official channel.
- State clearly, for each transaction, whether you did not authorise it, did not receive what you paid for, or were charged incorrectly.
- Attach your evidence in one organised file or set of uploads, labelled by date.
- Ask for a case or reference number and the expected timeline, and keep it safe.
- Continue paying at least the undisputed part of your credit card bill by the due date, so you do not add late fees and interest while the case is open.
Never share one-time passwords or PINs with anyone claiming to be from your bank. A genuine bank will not ask for them to process a dispute, and sharing one can weaken a fraud claim.
Timelines to expect
Timelines vary by bank, card network and case type, so treat these as general, approximate guides, not guarantees. Acknowledgement is usually within a few working days. Straightforward cases may be resolved in a few weeks, while complex chargebacks involving overseas merchants can take around 45 to 90 days, or longer if contested.
Some banks provide a temporary credit while they investigate, but this is not universal and can be reversed if the claim is rejected. There are also deadlines for raising a dispute, commonly weeks or a few months from the transaction date under card scheme rules, so do not wait for perfect evidence. File first, then add documents.
If you are not happy with the outcome
If the bank rejects your claim, ask for the reason in writing. If you still disagree, escalate through the bank’s formal complaints process. Beyond the bank, the Central Bank of the UAE regulates banks and operates a consumer protection route, detailed on its official channels and the UAE Government Portal at u.ae. Sanadak, the financial ombudsman unit licensed by the Central Bank, also handles eligible complaints after you have completed the institution’s own process.
Keep all statements and case references until the matter is closed. A calm, documented approach, started within hours, gives a dispute or fraud claim the best chance of a fair result.