What do you do when you make a payment online using your ATM card and you get debited by your bank but the merchant says the transaction was unsuccessful?
There is a procedure for card transactions that differs from that of direct payments.
With card payments there are three parties involved; the card holder (you), the merchant (that's us EbulkSMS) and the card processor (that's InterSwitch).
All payments made through card transactions do NOT go to the merchants directly but are held by the card processing company until the next working day.
Whenever a customer makes a payment and is debited we get credit for that payment the next working day in a single settlement that contains all the card payments made for the day. We check our transaction logs for all successful transactions and calculate the total at the end of the day. When we receive settlement from the Card processor we cross-check this with our own total to confirm.
In the case where a customer is debited and value is not provided, the customer is advised to proceed to his/her card issuing bank and make a dispense error complaint.
Once the complaint is made about a debit without corresponding value being provided by the merchant, the complaint will be forwarded to the card processor (InterSwitch) who will contact the merchant to confirm if value was provided or not.
NOTE that the only request you need to make at the bank is a DISPENSE ERROR REQUEST in which you will be asked to provide details of your card, the transaction reference, amount, and date.
If indeed the merchant has not provided you with value for the payment then you should receive a refund of your payment within two weeks of submitting your request.