Write to Us
Have you discovered any discrepancy in the payments made on your account? Or are you facing any mistake related to the provision of our services? See how to proceed in such cases. We believe that we will find solution together.
Payments
I made a mistake, my money was transferred to wrong recipient, I request a refund
Have you entered wrong variable symbol, account number or bank code? Unfortunately, it happens sometimes.
- First of all, wait three business days to see if your money is returned. If money was mistakenly sent to non-existing account, it will be returned automatically.
- 2. Your money didn't come back? The unauthorised recipient is contacted by us via his/her bank. Please complete the form Incorrectly made payment transaction return application.
Please send your completed Application via email to PlatbaChybneZaslanaKlientem@csob.cz or by mail to the following address:
ČSOB, a.s. Flexibilní operace a služby
Radlická 333/150
150 57 Praha 5Alternatively, the form can be submitted at ČSOB branches or via ČSOB data box: 8qvdk3s.
- If your money is not refunded upon the above Request within 15 working days, please visit our ČSOB branch and submit a Request for Disclosure of Payee Identification Data. Then apply to a competent court with it.
My question is that I cannot identify one payment and I would like to know what was that.
- Prepare the following information about the payment: account number, payment date, amount, currency and merchant location/name. For information, please refer to your account statement or internet/mobile banking.
- You can contact us by phone directly in Internet Banking or in ČSOB Smart app by clicking on "Call me". Our staff member will contact you as soon as possible. You can also call our helpdesk +420 495 800 111 and our infoline 495 300 300 is also available.
Card Payments
Information on the payment card transaction completed (amount, currency, date and location) can be found in the message next to the cleared transaction, in Smart app, Internet Banking or on your account statement.
I have not given my consent for this card payment (payment is on hold or has been processed)
- This payment card must be immediately and permanently blocked! Call our Payment Card Helpdesk +420 495 800 111.
- We are sorry but we cannot cancel any blocked payment.. Please wait for its processing by bank and then submit your claim (see the steps below).
- CLAIMING ONE SINGLE PAYMENT:
- Complete the Cardholder´s Declaration of Disputed Transaction, and attach this signed (scanned or photographed) Declaration to our form. Note: Acceptable file types are: doc, docx, gif, jpg, pdf, and png. Maximum file size is 4 MB.
- CLAIMING MULTIPLE PAYMENTS IN ONE FORM:
- Complete and sign the Cardholder´s Declaration of Disputed Transaction, and attach this signed (scanned or photographed) Declaration to our form.
- Please also enclose a list of all individual transactions related to your claim as a second attachment to the form. Acceptable file types are: doc, docx, gif, jpg, pdf, and png. Maximum file size is 4 MB.
Note: The list of disputed transactions must include transaction date, transaction amount, currency and merchant´s location/name. Information can be found in Smart, Internet Banking or your account statement.
If your device is unable to complete it, please visit any of our ČSOB branches and we will be happy to help you with your claim.
I have not received the goods/services paid for by card or the goods/services do not match with the order
- First of all, contact the merchant and ask for a refund. Respect the merchant's period of time to investigate the matter. If you receive no reaction or the reaction is negative, please contact us.
- Download, complete and sign the Cardholder´s Declaration of Disputed Transaction.
- We will also need proofs of goods/service order with a description of the goods/services ordered and a copy of your communication with the merchant (all saved in one file, and acceptable file types are: doc, docx, gif, jpg, pdf, and png. Maximum file size is 4 MB.)
- Please send us photo or scan of Cardholder´s Declaration of Disputed Transaction (as Appendix 1) and a file with documents evidencing your order and communication with the merchant (as Appendix 2) via our form.
If your device is unable to complete it, please visit any of our ČSOB branches and we will be happy to help you with your claim.
I cancelled my order, but the card payment was processed (subscriptions, TV platforms, video games...)
- First of all, contact the merchant and ask for a refund. Respect the merchant's period of time to investigate the matter. If you receive no reaction or the reaction is negative, please contact us.
- Download, complete and sign the Cardholder´s Declaration of Disputed Transaction.
- We will also need proofs of goods/service order, communication with the merchant and information, when the cancellation occurred (all saved in one file, and acceptable file types are: doc, docx, gif, jpg, pdf, and png. Maximum file size is 4 MB.)
Please send us photo or scan of Cardholder´s Declaration of Disputed Transaction (as Appendix 1) and a file with documents evidencing your order and communication with the merchant (as Appendix 2) via our form.
If your device is unable to complete it, please visit any of our ČSOB branches and we will be happy to help you with your claim.
I've been charged more than once for the same card payment
- First of all, contact the merchant and ask for a refund. If you receive no reaction or the reaction is negative, please contact us.
- Download, complete and sign the Cardholder´s Declaration of Disputed Transaction.
- We will also need a copy of your communication with the merchant (acceptable file types are: doc, docx, gif, jpg, pdf, and png. Maximum file size is 4 MB.)
Please send us photo or scan of Cardholder´s Declaration of Disputed Transaction (as Appendix 1) and a copy of your communication with the merchant (as Appendix 2) via our form.
If your device is unable to complete it, please visit any of our ČSOB branches and we will be happy to help you with your claim.
The amount was refunded by the merchant to my payment card, but it hasn´t arrived in my account
Refunds via payment card take more time than account-to-account transfer. Has it been more than a week since the merchant returned your money?
- Contact the merchant to check the refund. Obtain payment transaction date or ARN code from the merchant.
- Call our Helpdesk for payment card support, +420 495 800 111, and we will try to verify payment based on the information received from you.
- If you receive no reaction from the merchant or the reaction is negative, we will help you with your claim.
- Download, complete and sign the Cardholder´s Declaration of Disputed Transaction.
- We will also need proofs of goods/service order and a copy of your communication with the merchant (all saved in one file, and acceptable file types are: doc, docx, gif, jpg, pdf, and png. Maximum file size is 4 MB.)
Please send us photo or scan of Cardholder´s Declaration of Disputed Transaction (as Appendix 1) and a file with documents evidencing your order and communication with the merchant (as Appendix 2) via our FORM.
If your device is unable to complete it, please visit any of our ČSOB branches and we will be happy to help you with your claim.
ATM Withdrawals and Deposits
Money withdrawal from ČSOB ATM was incorrectly charged (no cash dispensed by ATM, cash was not picked in time)
Please complete this FORMULÁŘ and select the following type of claim: Claiming Withdrawal at ČSOB ATM.
- Claims can also be submitted by phone directly in Internet Banking or in ČSOB Smart app by clicking on "Call me". We will be in touch with you shortly. Alternatively, use our infoline 495 300 300.
I deposited money at ČSOB ATM and the money is not credited to my account
We will find out what happened.
Please complete this form where the following type of claim shall be selected: Claiming Cash Deposit at ČSOB ATM.
- Claims can also be submitted by phone directly in Internet Banking or in ČSOB Smart app by clicking on "Call me". We will be in touch with you shortly. Alternatively, use our infoline 495 300 300.
- Do not use if you only need any additional information about the deposit in your account, in which case please contact us via Internet Banking, ČSOB Smart app or our Infoline.
I deposited money at ČSOB ATM and a different, lower amount has been credited / uncredited cash was not returned by ATM
We will find out what happened.
Please complete this form where the following type of claim shall be selected: Claiming Cash Deposit at ČSOB ATM.
- Claims can also be submitted by phone directly in Internet Banking or in ČSOB Smart app by clicking on "Call me". We will be in touch with you shortly. Alternatively, use our infoline 495 300 300.
- Do not use if you only need any additional information about the deposit in your account, in which case please contact us via Internet Banking, ČSOB Smart app or our Infoline.
I deposited money at ČSOB ATM and a different, higher amount has been credited / uncredited cash was not returned by ATM
- Please report this case to us by phone via Internet Banking or in ČSOB Smart ČSOB Smart app by clicking on "Call me". We will be in touch with you shortly. Alternatively, use our infoline 495 300 300.
I can see an ATM deposit credited to my account but I did not make or expect it
- Please report this case to us by phone via Internet Banking or in ČSOB Smart app by clicking on "Call me". We will be in touch with you shortly. Alternatively, use our infoline 495 300 300.
My card withdrawal from other bank's ATM was incorrectly charged (no cash dispensed by ATM, cash was not picked in time, a different amount was charged...)
- Download, complete and sign the Cardholder´s Declaration of Disputed Transaction.
Please attach the completed and signed document (its photo or scan) to our form where you shall select the following type of claim: Claiming Withdrawal with a ČSOB Card at Other Bank´s ATM.
Note: Acceptable file types are: doc, docx, gif, jpg, pdf, and png. Maximum file size is 3 MB.
If your device is unable to complete it, please visit any of our ČSOB branches and we will be happy to help you with your claim.
Promised Reward
I haven´t receive the reward for my participation in one of your promotion events (account opening, app activation...)
Have you fulfilled the conditions of the promotion and the term of rewarding has passed?
- Please complete this form where the following type of claim shall be selected Claiming No Reward .
In addition to your details, we will also need to know more information, such as where and when you learned of our promotion.
Transactions at Czech Post
I deposited money at Czech Post counter and a different amount has been credited
Please complete this form where the following type of claim shall be selected: Claiming Withdrawal and Deposit at Czech Post Counter.
- You can submit a claim also at the Czech Post Office or by phone - click on "Call me" in Internet Banking or in ČSOB Smart app and we will contact you immediately. Our infoline 495 300 300 is also available.
I deposited money at Czech Post counter and no amount has been credited
Please complete this form where the following type of claim shall be selected: Claiming Withdrawal and Deposit at Czech Post Counter.
- You can submit a claim also at the Czech Post Office or by phone - click on "Call me" in Internet Banking or in ČSOB Smart app and we will contact you immediately. Our infoline 495 300 300 is also available.
I paid at the Czech Post counter and the payment was debited incorrectly
Please complete this form where the following type of claim shall be selected: Claiming Withdrawal and Deposit at Czech Post Counter.
- You can submit a claim also at the Czech Post Office or by phone - click on "Call me" in Internet Banking or in ČSOB Smart app and we will contact you immediately. Our infoline 495 300 300 is also available.
Other Claim or Complaint
I need to submit other type of claim or complaint
Please complete this form where the following type of claim shall be selected: Other Claim or Complaint Type and describe your request as precisely as possible to us.
- You can submit a claim also at the Czech Post Office or by phone - click on "Call me" in Internet Banking or in ČSOB Smart app and we will contact you immediately. Our infoline 495 300 300 is also available.