Transaction Dispute

How do I dispute a transaction?

You can dispute a transaction if you’re dealing with one of these scenarios:

• You made a payment and your balance has been deducted, but the recipient hasn’t received the payment.
• Your payment failed, but your balance has been deducted.
• You were charged for a payment that you didn’t make.
• You were charged for a payment that you’ve already paid with another payment method.
• You withdrew money from an ATM, but no cash was dispensed
• You withdrew money from an ATM, but it didn’t dispense the right amount.

To file a dispute in Jago, here’s what you need to do:

1. Log in to your Jago account.
2. Tap Pockets at the bottom of your screen, then tap the receipt icon in the top-right corner.
3. Choose the transaction you want to dispute. Make sure the transaction status is successful.
4. Once the transaction details appear, click the question mark symbol at the top right and select I Still Need Help.
5. Enter the details of your dispute.
6. Bank Jago will receive the transaction dispute report and conduct an investigation.

Tip: If you want to file a dispute and get a refund, you should do it no later than 14 calendar days after the transaction date. You can read our Terms and Conditions here.


How long will it take to get a refund?

We’ll first assess whether you’re eligible for a refund. If you’re eligible, we’ll proceed with the refund process. You’ll then be updated with the progress of your dispute via email.

If we didn’t answer any of your questions here, please don’t hesitate to contact Tanya Jago. We’d love to help you.

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