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How can I dispute a direct debit?

If the amount appears to be wrong, you have the option of challenging a classic direct debit within 8 weeks (from the settlement date). For unauthorized or poorly executed transactions, this period is increased to 13 months maximum.

However, the actions will be different according to its status:

1. If it is a first direct debit and no mandate is registered on your interface, you will have to, unfortunately, wait for the first debit to initiate a refund request.

2. If the mandate is registered in your account and the direct debit is not yet in progress, you will have to suspend the mandate to ensure that no transaction will be debited.

3. If the mandate is registered on your interface and the direct debit is "in progress", you will have to, unfortunately, wait for the debit to initiate a refund request. Following the first debit, you will also be able to suspend the corresponding mandate if you wish to permanently suspend these payments.

4. If the mandate is registered in your account and the debit has been debited, you can send us a refund request. You will also be able to suspend the corresponding mandate if you wish to permanently suspend these payments. 

 

You will not have the opportunity to challenge a B2B SEPA direct debit as indicated on the mandate.

 

How to suspend a direct debit mandate?

a. Go to the "Direct debits" menu on the left panel of your interface

b. Select the SEPA mandate in question. On the right side, click on the "Suspend next direct debits" button at the bottom of the page

This action will suspend any future direct debits related to this mandate.

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If for some reason you change your mind, you have the option to reactivate a suspended mandate by clicking on the button "Reactivate next direct debits" located at the bottom of the page.

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What to do to obtain the refund of a direct debit?

All you have to do is send us an email at support@qonto.eu together with the completed, dated and signed document below.

 

 

You still have a question?

If you cannot find answer to your question in our FAQ, you can always contact us. We will answer to you shortly!