How can I dispute a payment for a transaction I do not recognize?

If you notice transactions in your statement that you do not recognize or that appear duplicated, we recommend contacting the merchant where the transaction took place—by phone or email—to report the situation.

If you do not receive a clear response or the issue is not resolved, you can:

  • send us an e-mail at contact@btdirect.ro
  • contact a Call Center colleague at 021 308 4000 and explain the situation to them.

What do we need?

  • transaction details
  • supporting documents: POS receipts or vouchers, account statements and, if applicable, exchanged e-mails with the merchant.*

*The requested documents comply with Mastercard’s international regulations regarding transaction disputes, to support the refund claim to the merchant and their bank.

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