What Should I Do If I See a Rebtel Charge I Don’t Recognize?
I see a Rebtel charge on my bank statement that I don’t recognize. What should I do?
If you notice a Rebtel charge that you don’t recognize, contact Rebtel Support so we can investigate the payment.
If you don’t have a Rebtel account or believe your card may have been used without your permission, you should also contact your bank immediately.
We recommend asking your bank to block or replace the affected card and monitoring your account for any additional unauthorized activity.
Can Rebtel investigate a charge if I don’t have a Rebtel account?
Yes. You can report an unrecognized Rebtel charge even if you don’t have a Rebtel account.
The charge may be connected to another Rebtel account that used your payment details. We’ll investigate the payment and check which account is associated with it.
Because this may indicate that your card details have been compromised, contact your bank immediately to protect your card from further unauthorized use.
What information do I need to provide?
Before we can investigate the payment, you’ll need to provide:
- A bank statement clearly showing the individual transaction, transaction amount, and transaction date
- The last 4 digits of the card that was charged
- A valid government-issued ID, such as a passport or driver’s license
The name on your ID must match the cardholder name shown on the bank statement.
Why do I need to provide my ID and bank statement?
We need to verify that you’re the rightful cardholder before we can proceed with a fraud investigation or consider a refund.
This verification helps protect your information and ensures that any action regarding the payment is taken on behalf of the person who owns the affected card.
What happens after I provide the required information?
Once your information has been verified, we’ll locate the reported transaction and identify the Rebtel account associated with the payment.
As part of the investigation, we may ask whether you recognize information associated with that account, such as the account holder’s name, registered phone number, or registered email address.
Why is Rebtel asking if I recognize a name, phone number, or email address?
An unrecognized charge doesn’t always mean that your card was stolen.
For example, the payment may have been made by:
- A family member
- A friend who was authorized to use the card
- Someone in your household using a shared card
- Another Rebtel account belonging to you
- A previous purchase you may have forgotten about
Confirming whether you recognize the information associated with the payment helps us determine what happened.
What happens if I recognize the account associated with the charge?
If you recognize the account holder, phone number, or email address associated with the payment, let Rebtel Support know.
Depending on the circumstances, you may be advised to contact the account owner directly. We may also continue reviewing the case if additional investigation is required.
What happens if I don’t recognize the account associated with the charge?
If you don’t recognize the account holder, registered phone number, or registered email address associated with the payment, we’ll treat the case as a suspected unauthorized payment or stolen card incident.
The case will undergo further fraud review so that the appropriate action can be taken.
You should also make sure you’ve contacted your bank to block or replace the affected card.
Will Rebtel share information about the account that used my card?
We may use limited information, such as a name, phone number, or email address, to determine whether you recognize the account associated with the payment.
For privacy reasons, we cannot disclose account history or other information that isn’t necessary for this verification.
Can Rebtel refund an unauthorized payment?
A refund cannot be processed until ownership has been verified and the necessary fraud review has been completed.
Once we’ve verified your information and investigated the payment, the case will be reviewed to determine the appropriate next steps.
What should I send Rebtel Support to help investigate my case?
When contacting Rebtel Support, please have the following ready:
- Your bank statement showing the unrecognized Rebtel transaction
- The transaction amount
- The transaction date
- The last 4 digits of the affected card
- A valid government-issued ID that matches the cardholder name on the bank statement
Providing all the required information will help us locate and investigate the payment.