Review of the Complaint. 12.11.1. The Bank reviews the client/cardholder's complaint about the unauthorized card transaction within 40 calendar days from the date of its execution, in accordance with the rules and procedures established by the bank. In case of non-submission of the claim within the mentioned period, the transaction is considered confirmed and is no longer subject to further appeal. In addition, the owner is obligated to submit a card and/or other documents/information required by the bank to review the complaint. 12.11.2. Complaints are submitted to the bank in writing and/or through the bank's remote service channel. 12.11.3. The Client/Cardholder is obligated to submit to the Bank, together with the complaint, the documentation/information confirming the execution of the transaction appealed by them, as well as the additional information/documentation available to them in connection with the relevant transaction and/or requested by the Bank. 12.11.4. The complaint will be reviewed no later than 20 (twenty) working days after its submission, and if due to reasons beyond the control of the bank it is not possible to review the complaint and make a decision on it, the bank notifies the client/cardholder of the complaint and decision, by stating the relevant reasons for such delay. 12.11.5. The deadline for making a decision on the client/cardholder's complaint and notifying the applicant should not exceed 55 (fifty five) working days after the complaint is received. 12.11.6. The Bank is entitled to contact the acquirer or other party involved in the card transaction during the review of the disputed card transaction in Georgia to obtain information about the transaction, except for the cases when all the details and circumstances of the disputed transaction are known to the Bank.
Appears in 4 contracts
Samples: Banking Services Agreement, Banking Services Agreement, Banking Services Agreement
Review of the Complaint. 12.11.1. The Bank reviews the client/cardholder's complaint about the unauthorized card transaction within 40 calendar days from the date of its execution, in accordance with the rules and procedures established by the bank. In case of non-submission of the claim within the mentioned period, the transaction is considered confirmed and is no longer subject to further appeal. In addition, the owner is obligated to submit a card and/or other documents/information required by the bank to review the complaint.
12.11.2. Complaints are submitted to the bank in writing and/or through the bank's remote service channel.
12.11.3. The Client/Cardholder is obligated to submit to the Bank, together with the complaint, the documentation/information confirming the execution of the transaction appealed by them, as well as the additional information/documentation available to them in connection with the relevant transaction and/or requested by the Bank.
12.11.4. The complaint will be reviewed no later than 20 (twenty) working days after its submission, and if due to reasons beyond the control of the bank it is not possible to review the complaint and make a decision on it, the bank notifies the client/cardholder of the complaint and decision, by stating the relevant reasons for such delay.
12.11.5. The deadline for making a decision on the client/cardholder's complaint and notifying the applicant should not exceed 55 (fifty five) working days after the complaint is received.
12.11.6. The Bank is entitled to contact the acquirer or other party involved in the card transaction during the review of the disputed card transaction in Georgia to obtain information about the transaction, except for the cases when all the details and circumstances of the disputed transaction are known to the Bank.
Appears in 3 contracts
Samples: Banking Services Agreement, Banking Services Agreement, Banking Services Agreement
