What to do if…

...I´ve lost my credit card or it has been stolen?
... I have a suspicion that someone is trying to see the PIN I am entering when paying with my credit card in a shop?
... I have a suspicion that an unusual device has been affixed to the ATM?
... the ATM has not returned my credit card after the transaction?
... I sent money to an incorrect account by mistake?
... I don´t have money to pay my credit instalment?
... my name has been entered in the Registry of Debtors without justification?
... I need a loan and the potential creditor requires me to have a Trade Licence?

 
 Payment services

...I´ve lost my credit card or it has been stolen? 

Call to the bank immediately to block the card. Any minute might be decisive as the credit cards are usually misused a couple of minutes after being stolen. It is strongly recommendable to have the bank´s phone number saved in your cellular phone for these purposes (and usually you can also find it on your bank´s ATMs).

If your cellular phone has been stolen as well, use any other option to get in touch with the bank – e.g. the information centre in the mall.

... I have a suspicion that someone is trying to see the PIN I am entering when paying with my credit card in a shop? 

Do not continue the transaction until you are absolutely sure that you have a sufficient discrete zone and are able to enter PIN safely. If you already made the transaction, take good care of your credit card and other personal belongings so that they cannot be stolen.

... I have a suspicion that an unusual device has been affixed to the ATM? 

Do not use the ATM and contact the bank immediately (the phone number shall be provided on the ATM).

... the ATM has not returned my credit card after the transaction? 

Contact the bank immediately (the phone number shall be provided on the ATM). Do not consult the matter with other persons (e.g. other clients in the queue).

... I sent money to an incorrect account by mistake? 

1. Before the day agreed for debiting the funds you may revoke the payment order.

2. On the day agreed for debiting the funds or later you may try to contact your bank to cancel the payment order (the cancellation may only be successful if the bank has not processed the payment order yet).

3. If you sent the money to a non-existent account it shall be credited back to your account in a couple of days.

4. If the money has been credited to another person’s account, contact the bank who keeps that account to inform you of the identity of the account holder (the bank is obliged to provide you with the data if you pay the related costs). Then you must claim the money from the account holder. You CANNOT file a complaint with the Financial Arbitrator as the dispute between two private persons is concerned, not between the payment service provider and payment service user.


Credits

... I don´t have money to pay my credit instalment? 

Contact the creditor immediately and try to agree with him/her/it to postpone the instalment or to reorganize the instalment schedule, especially if you were having problems to keep the due dates in the past.

... my name has been entered in the Registry of Debtors without justification? 

Kontaktuji věřitele (banku, nebankovního poskytovatele úvěrů), který o mne údaje do registru zanesl.

... I need a loan and the potential creditor requires me to have a Trade Licence? 

If you accept the condition and enter into such a credit agreement you will not have the rights that you would otherwise have as a consumer under the Consumer Credit Act (e.g. to be provided with the pre-contractual information, to withdraw the credit agreement, early repayment, etc.). In case of any issues related to the credit you will not be entitled to file a complaint with the Financial Arbitrator who is not competent to decide disputes arisen in connection with such agreements.

If you have not found an answer to your question here, please contact us by e-mail sent to arbitr@finarbitr.cz.

 

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