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Cards
How do I report a charge, transaction or purchase made with my card?
Before filing a claim, please bear in mind:
In the case of both debit and credit cards, the transaction you wish to report must be firm for you to file your claim. If the transaction is still “on hold”, i.e. held but not charged, it is not a firm transaction and you won't be able to file a claim.
Reasons for filing a claim
- Wrong charge made by a business or ATM
- Incidents with businesses due to defects with purchased items or services provided
- Fraud or theft
When should you block your card?
If you have even the slightest suspicion of fraud or theft, block your card. As well as for security reasons, this is an essential requirement for your claim to be successful.
When should you report an incident to the police?
You must always report fraud or theft to the police, and you should do so as soon as possible. In these cases, you will also need to provide a copy of the police report to file your claim.
What documents do I need to provide to file a claim?
- The claim form
- Depending on the reason for your claim, you will also need to provide the following documents:
Wrong charge made by a business or ATM
- Proof of payment showing the correct amount or proving that you had already made the payment through another method.
- Credit note. Only if you have returned the item and the business has not refunded the amount or cancelled the transaction.
Incidents with businesses due to defects with purchased items or services provided
- Proof of purchase showing the description of the item in question and the expected date of receipt
- Proof of the return made to the business, showing the shipment locator number
- Documentary graphic evidence proving the discrepancy in the product received (e.g. a photograph)
- Copy of written conversations you may have had with the business in an attempt to resolve the conflict. If the business has gone bankrupt, you will have to provide the negative response issued by the official receiver designated to handle claims filed by those affected.
- Proof of formal cancellation if you had cancelled the purchase
- Copy of the cancellation policy if the business gave it to you at the time of payment or had published it
Fraud or theft
- Copy of the police report for card fraud or theft
How to file a claim: Steps to follow
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Download form
You can download the claim form here.
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Fill in and sign form
Fill in the form and make sure you sign all pages.
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Send it to us
Send us the completed form along with the necessary documents. We offer you three options:
- The most convenient, through our website
- Take it to any of our branches or to your Bankinter Agent
- Send it by regular post to the following address:
Bankinter, S.A. Operaciones, MMPP
Calle Pico de San Pedro, 1
Tres Cantos, Madrid, 280760
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Show/Hide legal textIf you choose to file a claim through the website, create a single file for all the documents you need to provide. The following formats are accepted: .jpeg, .tiff, .bmp, .gif, .png, .doc and .txt. The maximum file size is 10 MB. Remember, the file must contain all the necessary documents. Otherwise, you will have make a new submission for each document you want to provide.
When will you know the outcome of your claim?
We will let you know the outcome of your claim within approximately 15 days. If the outcome is positive, you will see the amount credited to your account; if your claim is refused, you will receive a letter by regular post explaining the reasons.
