This article is an excerpt from a letter released by the Payments Association of South Africa
As more customers elect to use payment cards as the preferred method of transacting, occasional operational matters may arise from time to time. One such matter is when card transactions fail to be completed, due to various reasons, resulting in incomplete transactions.
Cardholders often receive an SMS from their bank to advise the authorisation of a particular purchase without the merchant/retailer receiving confirmation of the authorisation. The merchant/retailer is then required to do another transaction, resulting in the perceived duplication or ‘double debiting’ of cardholders.
If you experience a situation like this, you are encouraged to contact your bank on the relevant Call Centre number, as provided in the table below. Your bank will be able to confirm that you will be placed in your original standing prior to the error. A second transaction will have to be performed to enable a successful payment to the merchant/retailer.
|Bank||Call Centre number|
|Absa Bank Limited||08600 08600|
|African Bank Limited||0861 100 555|
|Bidvest Bank Limited||0860 111 177|
|Citibank NA South Africa||021 427 3078 (SA only)|
|Finbond Bank Limited||0860 004 249|
|FirstRand Bank Limited||087 575 9404|
|Grindrod Bank Limited||Refer to back of card|
|Mercantile Bank Limited||0860 119 925|
|Nedbank Limited||0860 555 111|
|Postbank||0800 535 455|
|Sasfin Bank Limited||080 23 23 23 6|
|State Bank of India||011 778 4507/4511 (Office hours) 0800 982 360|
|SA Bank of Athens Limited||011 634 4375 (Mon to Fri) 012 810 1400 (SureCards) 083 123 0145 (Visa TYME)|
|Standard Bank of South Africa||0860 123 000|
|￼Ubank Bank Limited||0860 008 322|
We understand the inconvenience of the situation and although these incidents are the exception, please be assured that every effort is being made at payments industry level to resolve this matter.