A Customer who wants to use the chargeback service must only file a claim with any documents, as may be required, and will not be involved anymore in the process. The Bank will follow the chargeback procedure to forward the case to the service provider's clearing institution. The clearing institution has a deadline to meet as regards accepting or denying the claim. If it denies the claim, it must provide information / documents to confirm that the payment was legitimate. If the clearing institution fails to deny the chargeback by the defined deadline, the Bank will deem the claim reasonable.
From the time of filing a claim it should be processed within the maximum period of 35 days in keeping with the Act on Processing of Claims by Financial Service Providers and on the Financial Ombudsman; however the chargeback procedure itself is conducted in keeping with deadlines stipulated in regulations of international card companies. In practice this means that the Bank may provide information about results of the chargeback procedure after obtaining the final position of the Service provider’s clearing institution i.e. in a period of more than 35 days.
The Customer will be informed about the decision regarding the claim in a form specified by him when lodging it i.e. by e-mail, via Millenet or by text.