Disputes and Resolutions. 18.1. If the Cardholder believes that an error has occurred in the Statement of Account he should contact the Bank promptly, (latest within 30 days of the date of statement). To assist the Bank with its investigations, the Cardholder will need to provide the following information; name and card number, details of the Transaction in question and the amount of the suspected error. 18.2. If the Cardholder informs the Bank orally the Cardholder is required to send his complaint in writing within 5 business days. Wherever necessary the Bank will contact the Cardholder should it need any further information. 18.3. Pending the Bank’s investigation and correction (if any), the Bank may, at its sole discretion, credit the account with the disputed amount till the dispute is resolved. Where, after completion of investigations, the Bank concludes that no error has occurred; the Bank will promptly advise the Cardholder accordingly. The Cardholder account will be debited for the disputed amount with the value date and service charges will accrue accordingly. If in the process of investigating the Cardholder’s query, the Bank has had to retrieve voucher copies etc. either from its archives or through another bank, the Cardholder’s account will be debited for retrieval fees as appropriate.
Appears in 4 contracts
Samples: Cardholder Agreement, Cardholder Agreement, Cardholder Agreement
