How can I dispute a transaction?

1. If you have found a transaction you think does not belong on your bank statement, then you may dispute it. The need to dispute a transaction may arise when you notice one of the following on your bank statement:

A transaction you did not make yourself.
A transaction where you don’t recognise the details or where the details do not completely match (e.g.: incorrect vendor, date, amount etc.).
A transaction you made only once which has appeared multiple times.
An ATM withdrawal where the ATM either did not give out the money or gave you an incorrect amount.

2. File a dispute

How to dispute a transaction made via a vendor or a non-Česká spořitelna ATM:

In person at any ČS branch, or
By email to csas@csas.cz - This is providing you are able to scan and attach a completed and signed Card Transaction Claim Form as we cannot handle your dispute without it.

How to dispute a transaction carried out through a ČS ATM:

In person at any ČS branch
By calling the Info Line on 800 207 207, or
By email to csas@csas.cz.

Are you disputing a payment for undelivered goods or for a consignment that does not correspond to your order?

To accelerate the claims procedure please provide the following:

Signed form.
Any correspondence with the eShop vendor.
An original order or invoice for the goods.
If any of the above documents are not available, then please provide a detailed description of the ordered goods (including information such as type, brand, colour, size etc.).
If the goods do not correspond with your order describe in detail how they differ (such as a description of how they are different size and colour, and provide photographs if possible, etc.).
If the goods have not been delivered at all, specify when the goods should have been delivered (delivery date or a range of dates).

3. Block your card

You should block your card if:

your card has been stolen
you suspect unauthorised use of your card by a third party
you believe the card has been used by a vendor in an unauthorised manner

Do not block your card if the vendor charged the same payment multiple times. In the event this occurs you should file a dispute.

4. Handling of a disputed transaction

Most disputes are resolved immediately. Please note that if the handling of the dispute requires the cooperation of a third party (such as VISA/Mastercard or another bank), it may take more than 30 days to handle.