Hi Ryan,

I’m Shilpa, and if you find an incorrect or unauthorized charge on your UAE business bank account, the best approach is to act immediately and create a formal record of the dispute.

Step 1: Secure Your Account

If you suspect that a card or payment method has been compromised, temporarily freeze or block the affected corporate card through your bank's mobile or online banking platform.

Then contact your bank's business banking support team and report the transaction.

Step 2: Collect Your Evidence

Before submitting the dispute, keep the relevant documents together, including:

• Business bank statement showing the charge
• Transaction or reference number
• Payment receipt or invoice
• Details of the merchant or beneficiary
• Emails or messages exchanged with the merchant
• Any other evidence explaining why the charge is incorrect

Step 3: Submit a Formal Dispute

Ask your bank for its official transaction dispute or chargeback form and submit it through the approved channel.

For example, banks such as Emirates NBD and Mashreq provide dispute channels for eligible transactions.

Try to submit the claim within 30–60 days, as the applicable deadline can vary depending on the bank and type of transaction.

Also, make sure you receive a Service Request (SR) or complaint reference number. This is important if you need to follow up or escalate the matter later.

What If the Bank Rejects the Dispute?

First, ask the bank for its final decision and the reason for rejecting your claim.

If the issue remains unresolved, you may be able to escalate the complaint to Sanadak, the UAE's financial complaints and ombudsman platform.

If the transaction involves suspected fraud or unauthorized access to your company's account, you should also consider filing a police or e-crime report and providing the reference to your bank.

One important point, don't treat an incorrect fee and an unauthorized transaction as exactly the same type of dispute. A wrongly applied bank charge may require a fee complaint, while an unauthorized card or account transaction may require a formal fraud or chargeback investigation.

The sooner you report the issue and provide clear documentation, the easier it is for the bank to trace the transaction and determine whether a refund is appropriate.