Finding a charge on your card that you did not make is unsettling, and the days that follow are often worse than the charge itself. You call the bank, you are asked to explain it again to a different person, and somewhere in that process the claim stops moving.
You submit the claim to your bank. We make sure that what you submit is complete, correctly evidenced and written in the form the disputes team works from.
That is the whole of what we do. We prepare the file. You send it, and you deal with your bank directly.
The four situations we see most
Online fraud, OTP compromise and phishing
Charges that appear after a fake bank message, a phishing link, or a call from someone claiming to be from the bank’s security team. These claims are frequently refused on first submission, and the reason is almost always the same.
Refunds that never arrived and subscriptions that would not stop
The merchant confirmed a refund and nothing was credited. A subscription kept billing after you cancelled. A free trial converted without notice.
Fees, charges and products you did not agree to
Insurance or credit shield added to the card, an annual fee charged after a waiver was agreed, conversion charges applied at the till on a card you expected to be billed in dirhams.
Cloned, lost and stolen cards
Charges made after you reported the card, skimming at a machine or a payment terminal, contactless payments you did not make.
Where our experience comes from
Our background is in bank card operations, not in customer service. That distinction matters more than it might sound.
A dispute does not sit with the person who answers your call. It moves to a disputes and investigations team that assesses it against the card scheme’s rules and the bank’s own criteria, and that team reads files in a particular order and looks for particular things. A claim that is true but poorly evidenced, or evidenced but presented out of sequence, gets closed the same way a weak claim does.
We know what that team needs to see, and we prepare your file so it is there on the first page.
How it works
1. You send us the documents and tell us what happened
Statements, messages, app notifications, correspondence with the merchant, anything you have.
2. We review the file and tell you where it is weak
Honestly. If we think the claim is unlikely to succeed on the evidence available, we will tell you that at the start rather than after you have paid for a submission.
3. We prepare the written submission, the evidence index and the chronology
A statement of claim, a dated sequence of events, a transaction schedule, and an indexed set of supporting documents.
4. You submit it and communicate with the bank directly
If the bank responds, asks for more, or rejects the claim, send the response to us and we will prepare the next step.
What we do not do
We do not provide legal services. We do not contact your bank, speak to it on your behalf, or represent you before any bank, court or authority. All communication with your financial institution is yours. We cannot guarantee that a dispute will be upheld or that any amount will be recovered. Every decision rests with the bank.
If there is also an unpaid balance
Some people arrive with a disputed charge and an outstanding balance at the same time, or with collection contact, a demand letter, or a notice they do not fully understand. We prepare documentation for those situations too, on the same basis. Outstanding balances, notices and travel bans
Speak to us about your case
Send us the details and we will tell you what we think, before you commit to anything.
Telephone: [NUMBER]
