Visa transactions charged multiple times to cardholders

Minor Incident Payment Processing Online (Payment Links) POS (Terminal)
2021-04-21 00:01 BST · 1 day, 23 hours, 58 minutes

Update

Retroactive

The bank that handles some Visa and Mastercard transactions for us has informed us of an issue affecting some Visa card transactions on 21st and 22nd April.

The bank informs us that due to an error on their part, some transaction batches from those days were submitted to Visa four times. As a result, some cardholders may see a transaction appearing multiple times on their card statement or banking app.

We have been assured that the bank has now submitted refunds for all erroneous transactions, and most cardholders should have received their refunds already. Any cardholders that have not yet received such refunds should do so shortly, according to the refund processing carried out by their bank. No action is required on your part.

Please note that if you receive queries from customers about this issue, you must not refund the customer in cash or by any other means. You will not be made whole if you do so.

This incident only affects Visa card transactions. Mastercard and American Express transactions are unaffected.

CabCard would like to apologise for any inconvenience or confusion caused by our acquirer bank’s error. If you have any questions, please contact our support team by email.

April 26, 2021 · 12:22 BST

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