How can I make a payment refusal for a transaction that 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 – by phone or email – to report the situation.
If you do not receive a clear answer or the problem is not resolved, the next step is to send us an e-mail at contact@btdirect.ro or to contact our colleagues from the Call Center, at 021 308 4000, and explain the situation to them.
We will need details about the transaction, as well as supporting documents: receipts or POS receipts, account statements and, if applicable, the emails exchanged with the merchant.
We request these documents in accordance with Mastercard's international regulations regarding transaction disputes, in order to support the request for refund to the merchant and their bank.
If you do not receive a clear answer or the problem is not resolved, the next step is to send us an e-mail at contact@btdirect.ro or to contact our colleagues from the Call Center, at 021 308 4000, and explain the situation to them.
We will need details about the transaction, as well as supporting documents: receipts or POS receipts, account statements and, if applicable, the emails exchanged with the merchant.
We request these documents in accordance with Mastercard's international regulations regarding transaction disputes, in order to support the request for refund to the merchant and their bank.
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