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I don't recognise a transaction on my GXS Debit Card. What should I do?

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You can raise a dispute for the transaction either from the Transaction Details view or through the Help Centre.

To raise a dispute from the Transaction Details view, you need to:

  1. On the GXS Bank app home screen, tap on the debit card icon by your GXS Savings Account balance.
  2. Scroll through the transactions to find the suspicious transaction.
  3. Select the transaction to open up the Transaction Details view.
  4. Tap on 'Get Help'.
  5. Select 'Contact us via email'.
  6. Under ‘Did you authorise this transaction’, select 'Yes' or 'No'.
  7. Next, select the appropriate reason under 'Reasons for dispute'.
  8. Lastly, provide any details and documents to support the investigation about this dispute.

To raise a dispute through the Help Centre, you need to: 

  1. On the GXS Bank app Help Centre, tap on 'Get more help'.
  2. Tap on 'Contact us via email' and select 'Card transaction dispute' under ‘What kind of issue is it?’.
  3. Enter the Transaction ID you wish to dispute. You can copy this from the Transaction Details view. 
  4. Under ‘Did you authorise this transaction’, select 'Yes' or 'No'.
  5. Next, select the appropriate reason under 'Reasons for dispute'.
  6. Lastly, provide any supporting details and documents to support the investigation about this dispute.

Do note that for unauthorised transactions, the bank will perform a card block to protect your account.