We would like to draw your attention to the increase in spoofing fraud attempts, where attackers call potential victims from a phone number that appears to be the bank's and pose as employees of financial institutions. We advise you to be vigilant and not to share confidential data such as bank account access credentials (IB) or bank card security data with anyone.

Refusal of payment of a transaction

The most common situations

If you identify on your statement a cash withdrawal/deposit transaction where the amount has not been processed in full or in part, you should initiate the declined payment procedure either through the Call Centre or any of the Bank's tertiary units.

In this case the first step is to try to resolve the problem directly with the merchant, preferably in writing. This is the easiest way, for both parties. Moreover, in this case, your money will be back in your account in a much shorter time than in the case of a payment refusal.
If you are unable to reach an agreement with the merchant, you can ask us to initiate a refusal to pay procedure (via the Call Centre or branch).

If you notice that the amount of a credit card payment you made is not correct, for example, you wanted to write the amount of 10 RON and by mistake the merchant typed in 100 RON, please contact the merchant in order to settle the matter amicably.
If you cannot settle with the merchant, then you have the option of initiating a refusal of payment, to which you will attach all supporting documents relating to the transaction.
The transaction can NOT be cancelled.

If you have registered your card on certain sites to benefit from a certain service/subscription and wish to count this type of transaction please note the following:

  • These types of transactions are considered recurring and are automatically initiated by the merchant;
  • Read carefully the terms and conditions presented on the website, it is usually expressly stated that the subscription will automatically renew unless you notify them in writing that you wish to cancel it;
  • If you have done so, and your card is still being charged then you can ask us to initiate a refusal of payment by enclosing the correspondence with the merchant requesting to cancel the service/subscription.

If you do not recognise a transaction on your account and you think your card has been used without your permission, the first thing you should do is to block your card by calling the Call Centre Service on 0800 88 22 88 (free call from any telephone network in Romania) available 24/7.
Afterwards, you should fill in and send us the payment refusal form (either via the Call Centre or the branch) together with proof of the referral to the prosecution authorities.

How and when to use it

You can report any of the situations below by contacting us either by telephone via the Call Centre on 0800 88 22 88 (free of charge, available 24/7 from any telephone network in Romania); by e-mail at or by visiting any of the Bank's branches.

Download and complete the Refusal to Pay Form

Attach supporting documents (required by Visa and Mastercard international card transaction regulations).

List of documents:

  • Confirmation of order processing by the merchant (e.g. airline tickets in electronic format, confirmation email, etc.);
  • Proof that you have previously tried to contact the merchant for settlement or money back (email or printscreen);
  • Proof of cancellation of the service or product purchased;
  • Any other written evidence of the disputed transaction.

Instructions for completing the refusal of payment form