Disputed card payment (Merchant dispute/Billing error)

Use this when you authorized the payment, but:

• goods/services were not delivered
• goods were damaged/defective
• you were charged the wrong amount
• you were charged twice
• a subscription cancellation was ignored
• a refund was promised but not received

What to do:

1. Contact the merchant first and request a resolution/refund.
   1. Keep proof: emails, chat screenshots, order confirmation, cancellation confirmation, refund promises, terms & conditions.
2. Wait for the merchant response (typical expectation: allow reasonable time for them to reply and process the refund).
3. If the merchant does not respond or refuses to resolve it, contact myTU Support via in-app chat and share:
   1. transaction details (date/amount/merchant)
   2. what went wrong (short description)
   3. evidence of your attempt to resolve with the merchant