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FAQs

COVID-19 Dispute

  • Q1. What are the channels through which I can report a disputed transaction?

  • Website:

    • Log on to our website sbicard.com
    • Navigate to Services->Dispute a transaction> Select transaction you wish to dispute>Select the requisite Nature of dispute> Submit the Dispute.

    SBI Card Mobile App:

    • Log on to SBI Card Mobile App.
    • Navigate to services->Dispute a transaction> Select transaction you wish to dispute>Select the requisite Nature of dispute> Submit the Dispute.

    To download Mobile App, Click https://sbicard.com/mobile-app

  • Q2. My travel/accommodation/event booking has been cancelled. Can I get my money back?

  • Please reach out to the merchant (travel company/hotel/event organiser) responsible, who will assist and confirm your booking T&Cs.

  • Q3. I have a booking for accommodation or an event that I cannot attend as my travel has been cancelled. Can I get my money back?

  • Please reach out to the merchant (hotel/event organiser) responsible, who will assist and confirm your booking T&Cs.

  • Q4. I have booked travel but the Foreign Office has now advised against travel to my destination. Can I get my money back?

  • Please reach out to the merchant (airline/travel company) responsible, who will assist and confirm your booking T&Cs.

  • Q5. I received a call or text from someone claiming to represent SBI Card related to the Coronavirus (COVID-19) situation and asking for my information. What should I do?

  • These emails and phone calls are not from SBI Card. We do not proactively call or email customers asking for personal information, and customers should be mindful of phishing emails and calls concerning or taking advantage of the Coronavirus (COVID-19) situation.

    Phishing is an attempt to acquire personal information, sometimes to compromise online credit card accounts, by posing as a legitimate company via email or phone.

    If you believe you have received a fraudulent email that claims to be from SBI cards:

    • Do not reply to the email.
    • Do not click on any of the links embedded in the email.
  • Q6. If I have to call SBI Card, should I expect longer than normal wait times?

  • With the global impact of COVID-19, the health, safety and well-being of our customers, associates and communities is our top priority. As we address the needs of our customers , call wait times may be longer than usual. In an effort to give you the best customer experience possible, we encourage you to take advantage of our online self-service tool.

    Please visit www.sbicard.com to access your account online 24/7 from almost anywhere in order to:

    • View transactions
    • Dispute transactions
    • Track your Disputed transaction Status
  • Q7. My travel plans have been canceled and the charges on my card have not been removed. What are my options?

  • Working directly with the merchant is often the fastest way to resolve your dispute. Many travel providers are changing their policies to be more flexible due to recent travel restrictions, with some allowing you to change or cancel travel plans at no fee.

  • Q8. Because of the coronavirus (COVID-19) situation, I filed a dispute on a travel charge. What happens now?

  • It can take more than 90 days for SBI Card to resolve a dispute with the merchant. If the merchant rejects the dispute, responsibility for the disputed amount is based primarily on the merchant’s policies and terms concerning refunds or cancellations.

    For example, if you purchased a non-refundable airline ticket, the airline’s policy might permit you to pay a cancellation fee in order to apply the remaining balance to a future flight. In that situation, you would likely be responsible for the disputed amount. If you are responsible, we will remove the temporary credit, and the original charge will be re-applied to your account.

    So what can you do if your credit is removed? We encourage you to reach back out to the merchant directly to see if they can help.

  • Q9. I don’t want to travel or attend an event but there is no restriction that I can’t. Can I get a refund?

  • Please reach out to the merchant (travel company/hotel/event organiser) responsible, who will assist and confirm your booking T&Cs.

  • Q10. If a merchant goes into administration before my booking is fulfilled will I get a refund?

  • If you can, please contact the merchant directly.

    You can also set up a dispute from your Online Account, by selecting the transaction and clicking on “Have a question about this charge”

  • Q11. I have payments due for a future trip but I’m unsure as to whether I will want, or be able, to go. Can I get my money back?

  • Please reach out to the merchant (travel company/hotel/event organiser) responsible, who will assist and confirm your booking T&Cs.

  • Q12. What happens when a dispute in authorization is not settled?

  • If the authorization obtained by the merchant is not settled, the credit limit blocked to the extent of the disputed transaction amount will be automatically reinstated within 4-8 days from the authorisation date. If in case the debit is appearing on your card account, you can dispute the transaction through our self-service channels.

    You may report a dispute through any of the below mentioned channels:

    Website:

    • Log on to our website www.sbicard.com
    • Navigate to Services->Dispute a transaction> Select transaction you wish to dispute>Select the requisite Nature of dispute> Submit the Dispute.

    SBI Card Mobile App:

    • Log on to SBI Card Mobile App.
    • Navigate to services->Dispute a transaction> Select transaction you wish to dispute>Select the requisite Nature of dispute> Submit the Dispute.

      To download Mobile App, Click https://sbicard.com/mobile-app