Hello Chiara.
There’s a charge on your Gem Visa card that we can look at together. We’ll take this one step at a time.
Did you authorise this transaction?
To process your dispute we will need to confirm a few details
We can confirm it’s your card from a photo of the back — without reading the full number or security code. Or enter a few details instead.
Confirm you are the cardholder
Scan the back of your Latitude card. Switch horizontal or vertical to match how you hold it.
Latitude will never request your card details via email, SMS, or phone.
We will process any refunds to the following
We’re matching those details to your Latitude card. This usually takes a moment.
We’ll send a dispute code to your phone
Enter the 6-digit code so we can confirm it’s you before we process this dispute.
Enter your dispute code
We sent a 6-digit code to your mobile phone with the merchant information and amount.
We’re checking that code against this dispute. Nothing is lodged until it matches.
That code matched
Your dispute is confirmed. We’re taking you through to complete — you don’t need to do anything else.
That code didn’t match
Nothing has been lodged. We’ll send you back to try the 6-digit code again.
Your dispute is complete
We’ve processed it. Your statement should reflect the dispute in the next few hours.
Just getting your dispute ready.