Rejecting a payment means disputing a specific transaction. If you believe that a transaction has been performed without your authorisation or that it has not been carried out in accordance with your instructions, you can reject it. If on the other hand you see that a mistake has been made by the seller during a purchase, such as for example by charging for a product that you have not bought or for which you have cancelled the order, or if an amount has been charged that is different from that agreed on purchase, contact the seller directly to obtain a refund for any sums you believe are not due.
In order to prevent situations as these occurring, follow these recommendations:
Regularly check the list of your transactions.
Identify any unusual transactions on your card or account on a timely basis.
Activate SMS, email or app notification services.
You will receive immediate notification each time a transaction occurs on your account or card.
You can make a request for the rejection of a payment transaction in one of the following ways, by:
Filling out the digital form directly from your Personal Area, in the «Support» > «Customer rights and prerogatives» > «Complaints» section;
Writing to illimity’s Smart Care customer service using the support section of your Personal Area;
Sending an ordinary or certified email to illimity@pec.illimity.com;
Sending a request by ordinary or registered mail to the Bank’s registered office at Via Soperga 9, 20124 Milan (MI), Italy;
Telephoning illimity’s Smart Care customer service.
Providing the following information will help us deal with your request as quickly as possible. Remember to include:
Your first and last name
Precise information about the transaction for which the rejection request is being made (in particular the amount of the transaction and the execution date and time);
A copy of the formal denunciation and/or complaint, only if already available (providing a copy of the formal denunciation and/or complaint is not a necessary condition for having your rejection request accepted by the Bank);
A short description of the facts and the underlying reasons for your rejection request.
On receiving your request, the Bank will carry out the necessary checks on a timely basis so that it can make any refund due (subject to successful completion). Consult the Rejection Guide for details of the conditions for a refund.
If you are not satisfied you may always file a formal complaint.
You can request the correction of an UNAUTHORISED transaction or one that has NOT been properly carried out no later than 13 months from the date of the charge (if you are the payer) or date of the credit (if you are the beneficiary).
You can make a rejection request even if the payment in question has not yet been charged.