{"type":"document","data":{"complementaryZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Also interesting!"},{"cards":[{"cardSize":"small","cardType":"service","componentType":"serviceCard","image":{"extension":"svg","original":"https://assets.ing.com/m/2856aac7b63d9793/original/paymentcard.svg","transformBaseUrl":"https://assets.ing.com/transform/236afa53-53a9-4ee1-909e-cb8e2363b93e/paymentcard","type":"image","width":160},"intro":"All services for debit and credit cards","link":{"url":"/en/individuals/services/service-section-open/my-cards---selection-page"},"title":"Cards"},{"cardSize":"small","cardType":"product","componentType":"productCard","image":{"extension":"jpg","original":"https://assets.ing.com/m/2295991eac8f5193/original/credit-card-insurances-1920.jpg","transformBaseUrl":"https://assets.ing.com/transform/9ba4640c-dc56-4707-aac3-2993d3ba4069/credit-card-insurances-1920","type":"image","width":1920},"intro":"Discover how your online purchases are covered.","link":{"url":"/en/individuals/credit-cards/credit-card-insurance"},"title":"What insurance cover is included in our credit cards?"},{"cardSize":"small","cardType":"service","componentType":"serviceCard","image":{"extension":"jpg","original":"https://assets.ing.com/m/396d871ceca1427a/original/731017_illustration-foreign-currency.jpg","transformBaseUrl":"https://assets.ing.com/transform/c5389559-986f-4965-9abe-aa3ab4470d5e/731017_illustration-foreign-currency","type":"image","width":160},"intro":"Via app, chat or phone.","link":{"url":"/en/individuals/services/get-in-touch"},"title":"Contact ING"},{"cardSize":"small","cardType":"product","componentType":"productCard","image":{"extension":"jpg","original":"https://assets.ing.com/m/4cb8f9e23c2dac7e/original/block-lost-stolen-card-1920.jpg","transformBaseUrl":"https://assets.ing.com/transform/844ea206-27da-49eb-aaee-86d6b1a75132/block-lost-stolen-card-1920","type":"image","width":1920},"intro":"Block your card online.","link":{"url":"/en/individuals/daily-banking/block-lost-stolen-card"},"title":"Lost or stolen card?"}],"componentType":"cards"}]},"contentType":"onecms:editorialPage","flexPageMetadata":{"afmBanner":false,"description":"On viewing your balance, you discover something unusual; What to do?  call Worldline via +32 2 205 85 85 or 205 85 85","robotInstruction":{"noFollow":false,"noIndex":false}},"flexZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Check your wallet"},{"componentType":"paragraph","richBody":{"value":"<p>First of all, check that you still have all your cards in your possession. Unfortunately, no-one is safe from pickpockets. </p>"}},{"componentType":"sectionTitle","title":"Card Stop: your first instinct in an emergency"},{"componentType":"paragraph","richBody":{"value":"<p>As soon as you suspect fraud, block your debit and/or credit card. You will automatically receive a new card at your postal address.</p>"}},{"componentType":"sectionTitle","title":"Hello, police?"},{"componentType":"paragraph","richBody":{"value":"<p>The second thing to do if you suspect fraud is to go to the nearest police station and file a complaint.</p><p>Keep the official report of the police at your disposal.</p>"}},{"componentType":"testimonial","testimonialList":[{"authorInfo":{"authorName":"Philippe H. (Linkebeek)"},"testimonialText":{"body":"On viewing my balance on Home'Bank, I discovered a payment that couldn’t have made by me – I was in Belgium and the purchase was made in Spain. I called Card Stop immediately. My card was blocked and a new card ordered. Then I went to the police to file a complaint. Lastly, I disputed the payment and was reimbursed for this purchase that wasn’t mine. In short, the story may have started badly but it had a happy ending."}}]},{"componentType":"sectionTitle","title":"Fortunately, not everything is fraud"},{"componentType":"paragraph","richBody":{"value":"<p>Take online purchases, for example. Often, the name of the site on which you purchased an item is not the name that appears on your account statements or the monthly statements of your credit card. If the payment corresponds to a purchase made recently, check your inbox for the order form. The name of the company invoicing you for your purchase is bound to be on there.</p>"}},{"componentType":"sectionTitle","title":"How to dispute a transaction"},{"componentType":"paragraph","richBody":{"value":"<p>1. You <strong>recognize a transaction</strong> but <strong>a problem has arisen</strong>: have you made a withdrawal from an ING ATM and not received the exact amount? Have you been debited twice for the same purchase? Have you not received something that you ordered online? A reservation is still in progress ?</p><p><strong>First action: contact the merchant to solve the problem!</strong></p><p>If no solution can be found, keep proof of your contact with the merchant (email or chat) on hand:</p><ul><li>Was the transaction made using your debit card? Contact us via the ING Banking app, in the &apos;Services&apos; menu at the bottom of your screen or dial +32 2 464 60 04. </li></ul><ul><li>Was the transaction made using your credit card? Block your credit card in your ING Banking App. Go to the website <a href=\"https://macarte.be/fr-be/home/how-can-we-help/forms.html\">macarte.be &gt; Contester un achat</a> by following the path &quot;Comment vous aider ?&quot; in the top right corner - &quot;Formulaire de support&quot;. Your file will directly be handled by Worldline.</li></ul><p> </p><p>2. You <strong>don’t recogni</strong><strong>z</strong><strong>e a transaction</strong> and you <strong>suspect a fraud</strong>:</p><ul><li>Was the transaction made using your debit card? </li></ul><p>           -  Contact the ING Anti-Fraud Team on +32 2 464 60 04</p><p>           - Or go to the ING Banking app or Home’Bank/Business Bank. Type “Fraud” in the search bar, select “Report fraud or theft” and start your declaration online. </p><p> </p><ul><li>Was the transaction made using your credit card? Go to the website <a href=\"https://macarte.be/fr-be/home/how-can-we-help/forms.html\">macarte.be &gt; Contester un achat</a>. Your file will directly be handled by Worldline.</li></ul><p> </p>"}},{"componentType":"sectionTitle","title":"My debit card is blocked"},{"componentType":"paragraph","richBody":{"value":"<p><span><span><span><strong>If we suspect that someone is using your debit card without your permission, we temporarily block it. We will contact you in one of the following three ways:</strong></span></span></span></p><ol><li><span><span><span><span><strong>Fraud detected by Worldline</strong> </span></span></span></span><ul><li><span><span><span><span>Your card is immediately blocked and you receive a text message.</span></span></span></span></li><li><span><span><span><span>In that message, we ask you to call Worldline at +32 2 205 85 85 using quick code 3000.</span></span></span></span></li><li><span><span><span><span>When you call, Worldline staff will check whether your card was actually misused. </span></span></span></span><ul><li><span><span><span><span>If you confirm that everything is fine, your card will be unblocked and you can use it again right away.</span></span></span></span></li><li><span><span><span><span>If misuse is confirmed, your card remains blocked and we will send you a new one.</span></span></span></span></li><li><span><span><span><span>If you’ve already suffered financial loss, go to the ING Banking app or Home’Bank/Business’Bank. Type “Fraud” in the search bar, select “Report and follow up fraud” and start your report.</span></span></span></span></li></ul></li><li><span><span><span><span>If you don’t respond to the text message, your card will remain blocked and will be automatically replaced after ten days.</span></span></span></span></li></ul></li></ol><p> </p><p><span><span><span><strong>2. Fraud detected by ING</strong></span></span></span></p><ul><li><span><span><span><span>You will receive a notification (if enabled) via your ING Banking app or a message in your Home’Bank / Business’Bank environment.</span></span></span></span></li><li><span><span><span><span>There, you can indicate whether you performed the transaction. </span></span></span></span><ul><li><span><span><span><span>If you confirm that you made the transaction, your card will be unblocked and you can use it again immediately.</span></span></span></span></li><li><span><span><span><span>If fraud is suspected, please contact the anti-fraud team. </span></span></span></span></li></ul></li></ul><p><span><span><span>Here&apos;s how <a data-type=\"external\" href=\"/banking/report/digital-fraud-intake?EW=true\">to do that </a> (go to ing.be: report fraud)</span></span></span></p><p><span><span><span><strong>3. Other cases</strong></span></span></span></p><ul><li><span><span><span><span>An ING employee will contact you to determine the next steps together.</span></span></span></span></li></ul>"}},{"componentType":"sectionTitle","title":"My credit card is blocked"},{"componentType":"paragraph","richBody":{"value":"<p>If we suspect that someone has used your credit card without permission, we will temporarily block your card. You will receive a text message informing you of this, along with a request to call Worldline on +32 2 205 85 85 (quick code 1500). Worldline’s employees will check whether you authorised the payment in question.</p><ul><li>If you confirm that everything is fine within 24 hours, your card will be unblocked. You can use the card again immediately.</li><li>If you confirm that there was in fact a case of fraudulent use of your credit card, it will remain blocked and you will receive a replacement card.</li><li>If you do not respond, your credit card will remain blocked and you will receive a reminder by post after 5 days.</li></ul>"}},{"componentType":"sectionTitle"}]},"hasMacro":false,"id":"2463fe44-470d-4370-aba8-f65570d4fac6","localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Daily Banking","url":"/en/individuals/daily-banking/compare-bank-accounts"}},"componentType":"editorialHeader","coreHeader":{"body":"What to do?","subtitle":"On viewing your balance of your account or your monthly statement of your credit card, you discover something unusual: a withdrawal you never made, a payment from a country you have never been to, or a purchase through a website that you are not familiar with.","title":"Disputing a transaction"},"date":"2024-05-28","readingTime":5},"publishDate":"2025-11-05T09:30:57.338+01:00"}}