Disputing a charge on your RCS Store Card is an important process if you notice any discrepancies or suspect unauthorised transactions. The RCS terms and conditions provide specific steps to address such issues. Here’s a comprehensive guide on how to dispute a charge.
- Identify the Discrepancy
The first step in disputing a charge is to carefully review your store card statement or online account activity. This involves checking each transaction to ensure that all charges are accurate and authorised. Look for discrepancies such as transactions you don’t recognise, incorrect amounts, or charges for goods or services you did not receive. It’s important to confirm that the charge is not a result of a legitimate purchase you or another authorised user of your card might have forgotten or misremembered.
- Contact RCS Customer Service
Once you’ve identified a charge you believe is incorrect or unauthorised, the next step is to contact RCS customer service. You can reach out via the dedicated customer service number or email address. Initiate contact as soon as you spot the issue to avoid potential delays in resolving the matter.
When contacting RCS, provide a clear explanation of the issue and any relevant details about the transaction in question. This will help the customer service team understand the nature of your dispute and start the investigation process more efficiently.
- Submit a Written Dispute
Submitting your dispute in writing is quick and easy. This written dispute should be sent to the address provided by RCS for dispute submissions. In your email include the following:
- Details of the Disputed Charge: State the date, amount, and description of the charge you are disputing.
- Reason for Dispute: Explain why you believe the charge is incorrect or unauthorised.
Make sure to keep a copy of the email trail for your records. This will be useful for tracking the progress of your dispute and for reference in case you need to escalate the issue.
- Submit Supporting Documentation
If more information is required you may need to submit additional documents. These could include:
- Receipts: If you have a receipt for the transaction in question, include a copy with your dispute. This helps verify the amount and details of the purchase.
- Transaction Records: Provide any statements or records from your account that show the disputed charge in the event that RCS does not see it.
- Correspondence: If you have any previous communication related to the transaction or the dispute, forward copies within your correspondence.
Having detailed and accurate documentation will aid in a thorough investigation and can expedite the resolution process. Remember that your RCS Card most likely has a Card Protection plan built into it. This protects you financially from the theft or illegal use of your card, so ensure you report your card stolen as soon as you can if that’s what’s taken place.
- Investigation by RCS
Once RCS receives your written dispute, we begin an investigation. The investigation involves reviewing the details of the disputed charge, examining any supporting documents you provided, and potentially contacting the merchant involved in the transaction. This process ensures that all aspects of the dispute are considered and that a fair decision is reached.
The length of the investigation can vary depending on the complexity of the dispute and the responsiveness of the involved parties. RCS aims to resolve disputes as quickly as possible, but it’s important to be patient during this period.
- Receive a Resolution
After the investigation is complete, RCS will provide you with a resolution. If the investigation finds that the charge was indeed incorrect or unauthorised, RCS will typically reverse the charge and adjust your account accordingly. You will receive a notification detailing the outcome of the dispute and any changes made to your account.
If the investigation does not support your dispute, RCS will provide a clear explanation of why the charge was upheld. This explanation will outline the reasons behind the decision and any relevant findings from the investigation.
- Escalation of Disputes
If you are not satisfied with the outcome of your dispute, you have the option to escalate the matter. Contact RCS customer service to inquire about the process for escalation. They will provide you with instructions on how to request a review of the decision or escalate the dispute to a higher level of customer service.
Ensure that you follow any additional procedures required for escalation and provide any new information or documentation that may support your case.
Important Considerations
- Timeliness: Report and submit your dispute as soon as you identify the error. Prompt action helps in resolving the issue more efficiently and minimises any potential delays.
- Documentation: Keep thorough records of all communications and documents related to your dispute. This will help you stay organised and provide necessary information if further actions are needed.
- Contact Information: Use the contact details provided by RCS on the website or in your account documents to ensure your dispute reaches the appropriate department.
By following these steps, you can effectively manage and resolve any disputes related to your RCS Store Card. For additional guidance or if you have any specific concerns, refer to RCS's terms and conditions or contact their customer service directly.
