Transaction Dispute Submission Mechanism


 

  1. Customer is required to report unknown transactions as soon as possible (at the latest within 1x24 hours) via Call CommBank 15000 30 since Customer receives an SMS and/or email notification and/or becomes aware of an unknown transaction.
  2. Customer or Customer's representative who has a valid Power of Attorney to report an unknown transaction on behalf of the Customer must fill out a Dispute Form here
  3. Customer or Customer's representative who has a valid Power of Attorney sends a completed and signed Dispute Form via email to Customercare@commbank.co.id by attaching the following supporting documents (max. 3 MB capacity):
    • Photocopy of e-KTP of Customer or Customer’s representative
    • Proof of Customer’s account mutation
    • Proof of SMS and/or email notification
    • Proof of transaction slip (if the nominal transaction objected is different from the transaction made by Customer)
    • Selfie photo of Customer with his/her debit card (if the objected transaction is a transaction using a debit card)
    • If the transaction objected by Customer is in a different country than Customer’s location when the transaction occurred (Mastercard® network), Customer need to attach a copy/scan of Customer’s passport of all pages.

  4. Customer or Customer’s representative may be contacted by Bank Commonwealth if additional information is required regarding the dispute of the transaction reported by Customer. Ensure that Customer’s phone number which is registered in Commonwealth Bank’s system is always active and can be contacted.
  5. Handling of Customer complaints related to transaction dispute will be followed up no later than 20 (twenty) working days after the complete complaint and documents are received, but in the event of certain conditions, the handling of Customer complaints may be extended for the next 20 (twenty) working days.