What do I do if I don’t recognize a transaction?
If you don’t recognize a transaction in your customer portal or on your credit card statement, you can:
Ask the card holder if they recognise the transaction
Google the transaction reference number to match it to a merchant
Contact the business and query the transaction
Check details of previous transactions with the same merchant - you may have signed up for subscription.
If you still don’t recognise the transaction, call the customer service number on the back of your card to query or dispute the transaction.
Please note that the Connect Financial support team won’t be able to help you identify the merchant.
How can I get a refund on a transaction?
Before contacting customer service, you should attempt to contact the merchant that processed the transaction and find a resolution.
If you are unable to resolve the transaction, contact the customer service number on the back of your card.
I would like to request a chargeback on a transaction.
If you know the merchant that processed the transaction, you should attempt to contact them directly for a resolution.
If you are unable to reach a resolution, or you don't recognise the transaction, you should contact the customer service number on the back of your card. Please have the following information ready:
the name of the retailer you have paid money to,
the date you paid the money and how you paid it,
a detailed description of the goods or services you paid for and estimated delivery dates,
what has gone wrong with the goods or services delivery, and
proof of the return of goods to the retailer (if they are faulty).
Alongside these documents they may also need:
Invoices & receipts,
correspondence you have had with the retailer while trying to fix the problem, and
the retailer’s terms and conditions.
I have an issue related to Connect Financial and want to raise a complaint.
General complaints and feedback
To raise a general complaint, please contact our customer success team.
We take complaints seriously and you will receive an initial response within 2 business days.
You have the right to contact our Compliance team at any time to file a formal complaint. Where a formal complaint has been lodged our team will:
Respond within 30 days in writing
Provide a final disposition/response within 60 calendar days of receiving your complaint
To raise a formal complaint, please email [email protected]