What should I do if a merchant has charged me multiple times on my GXS Debit Card for a wrong amount, goods not received, or services not rendered? And what if I've yet to receive a refund?

If you are unable to resolve the matter with the merchant, you can raise a dispute from the Transaction Details view on the GXS app:

1. On the GXS 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.

Alternatively, you can also raise a dispute through the Help Centre in the app:

1. On the GXS 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.

The time required to resolve the dispute may vary depending on its complexity. It may take about 12 weeks to investigate the dispute, assuming the necessary documents are provided promptly.

Do note that we will only accept cases where transactions are made within 60 days from the date of purchase.