Bank Denials

Have you noticed a transaction on your account that you don’t recognize?
You can report it to us right away by submitting a dispute request. We’ll use this to verify the transaction and, if it was unauthorized or not processed correctly, we’ll issue a refund or make a correction.

What is an unauthorized transaction?

A transaction is “unauthorized” when it is carried out without your consent. Remember: the bank will never ask you to share your payment authorization codes

To protect your account, it is important to:

  • Immediately report any loss, theft, or suspicious use of your login credentials to the bank

  • Safeguard your codes, passwords, and access PINs carefully and do not share them with third parties.

  • Regularly check your account statement or transaction history in the Secure Area

How do I request a chargeback?

If you notice a payment that you did not authorize or that was processed incorrectly, please contact us immediately by emailing disconoscimenti@aidexa.it.

To file a dispute, it is not necessary for the payment transaction in question to have already been charged.

To help us process your request as quickly as possible, please be sure to include:

  1. Your personal information: First and last name

  2. Details of the transaction you wish to dispute: Specifically, the amount of the transaction and the date and time it was made

  3. A copy of the police report and/or complaint: Please attach it if you already have it. If not, please remember to send it to us as soon as it is available

  4. Brief description of the facts: Briefly explain how the events unfolded and the reasons why you are requesting disavowal

What happens next?

Once the bank receives your request, it will immediately begin the necessary checks to evaluate the transaction and, if applicable, proceed with the refund.

If you are not satisfied with how your case is being handled, you always have the option to file a formal complaint.

Please note that the bank may request the return of the refunded amount if the investigation reveals that the transaction was authorized, or in cases of fraud or gross negligence on the part of the customer.

Bank Transfers

You may request the reversal of an unauthorized or incorrectly executed bank transfer within 13 months of the debit date (if you are the payer) or the credit date (if you are the payee). However, we encourage you to report the transaction to us promptly, without waiting for the deadline to expire, so that we can take action as quickly as possible.

Upon receipt of your request, the bank will refund the amount by the end of the next business day, subject to the successful completion of the verification process.

Direct Debits

For direct debits (e.g., SEPA Direct Debit or direct debits), you can request a refund within 8 weeks of the debit. However, we encourage you to report any suspicious transactions to us promptly, without waiting until the deadline. The bank may request supporting documents or information. Within 10 business days of receiving your request, the bank will issue a refund or explain the reasons for any refusal. A refund is not available if you authorized the payment directly to the bank and were already provided with information about the transaction (by the bank or the payee) at least 4 weeks before it was processed.

Is it a Bank Denials or a mistake?

A dispute refers to transactions made without your authorization or that were not carried out according to the instructions you provided.

If, on the other hand, you received an incorrect charge on your account due to an error made by the seller during a purchase (for example, if you were charged for a product you never bought, the order was canceled, or you were charged more than the amount due), you can contact the seller directly to obtain a refund.