Unrecognized Charges

I Don’t Recognize a Rebtel Charge on My Card. What Should I Do?

If you see a Rebtel charge on your bank statement that you don’t recognize, please contact Rebtel Support so we can investigate the payment.

If you don’t have a Rebtel account, the charge may indicate that your card details have been used without your authorization. We strongly recommend that you also contact your bank immediately to secure your card, block or replace it if necessary, and check for any other unauthorized transactions.

What information do I need to provide?

To investigate the charge and verify that you are the rightful cardholder, we’ll ask you to provide:

• A bank statement showing the transaction amount and 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.

We require this verification before we can proceed with a fraud investigation or any potential refund. This helps us protect your payment information and ensures that we only take action on behalf of the rightful cardholder.

What happens after I provide the information?

Once we receive the required information, our Support team will investigate the transaction and identify the Rebtel account associated with the payment.

As part of the verification process, we may ask whether you recognize limited information associated with that account, such as:

• The account holder’s name
• The registered phone number
• The registered email address

We’ll only use this information when necessary to determine whether you recognize the account connected to the charge. We won’t disclose account history or other unrelated account information.

What if I recognize the account?

Sometimes an unfamiliar charge turns out to be connected to someone the cardholder knows. For example, the card may have been used by a family member or friend, through a shared household card, or for a previous purchase that was forgotten.

If you recognize the account associated with the payment, let our Support team know. We’ll document this as part of the investigation and advise you on any next steps if further review is needed.

What if I don’t recognize the account?

If you don’t recognize the account or the information associated with it, we’ll treat the payment as potentially unauthorized and send the case for further fraud review.

We also recommend contacting your bank immediately if you haven’t already. Your bank can help secure your card, replace it when appropriate, and advise you on protecting your account from additional unauthorized transactions.

Will I receive a refund?

We can’t confirm or process a refund until card ownership has been verified and the payment has been reviewed.

All suspected unauthorized card-use cases are investigated further so we can take the appropriate action, protect affected cardholders, and help prevent continued unauthorized use.

What should I do right now?

If you don’t recognize a Rebtel charge:

1. Contact your bank and report the unrecognized transaction.
2. Ask your bank whether your card should be blocked or replaced.
3. Check your statement for any other transactions you don’t recognize.
4. Contact Rebtel Support and provide the bank statement, last 4 digits of the affected card, and a valid government-issued ID.

Once we have the required information, we’ll investigate the payment and guide you through the next steps.