Pay

Fraud on a card and claims

Fraud on a Visa card

What is fraud?  Fraud is the acquisition and use, by an unknown person, of card data or of the card itself (following theft or loss), without your consent and without your knowledge.
Have you not completed the transaction yourself ?
 Pay careful attention to unsubscribed subscriptions/renewals, promotions and offers that have not been terminated, etc. Those are not fraud and have to be claimed directly with the merchant, or thru the Simple claim form.

When opening a case of fraud, the card must be :

Frozen;
 Attached to the form (or declaration of loss/theft to the authorities, if applicable).

Other types of claims

What are the other types of claims?  The other types of claims refer to merchants/websites through which you have legitimately performed a transaction, to whom you yourself have communicated the data of your VISA card, but for which there is a dispute thereafter.
  • Service not rendered or merchandise not received

  • Defective merchandise, Non-compliant service/merchandise

  • Counterfeit goods

  • Debit of a recurring transaction (subscription) that has been previously cancelled
  • Unrecognised transaction - simple inquiry for information

  • Incorrect amount or currency

  • Single transaction recorded multiple times

  • Goods or services paid for by another means of payment

  • Merchant reimbursement not carried out

  • Cash not received upon withdrawal from ATM

For each dispute, it is important to refer to the indications mentioned on pages 3 to 5 of the form in order to acquaint yourself with the terms and conditions as well as the documents necessary for the processing of your case.

ING Luxembourg S.A. uses trade names to designate some services linked to a payment account and invites consumers to refer to the glossary provided in the General Terms and Conditions of the Bank and in the Pricing Extract in order to identify the corresponding terms on the standardised list of services.

For more information, you can contact the Visa service at:
+352 44 99 70 70

Or go to the following section:
Card lost or stolen