If you notice a card transaction that you do not recognize or that you did not authorize, it is important to act quickly. Several steps are required and must be completed in a specific order.
What is the difference between freezing, blocking, and disputing a transaction?
Freezing the card:
Freezing the card temporarily blocks its use to prevent new payments. This is an intermediate measure, useful if you are unsure about a transaction.
Blocking the card (card opposition):
Blocking the card permanently disables it.
This step must be completed before any dispute process.
Payment dispute:
Disputing a payment allows you to report one or more transactions that have already been processed so they can be reviewed and, if applicable, refunded.
Step 1 – Freeze the card (in case of doubt)
If you are unsure about a transaction, you can first freeze your card from the Bitstack app to temporarily prevent any further use.
Step 2 – Block your card (mandatory)
In the case of confirmed fraudulent transactions, you must block your card.
Blocking the card is a mandatory step:
➡️ no dispute can be processed without a prior card block.
To block your card, contact the dedicated service at the following number:
09 69 32 00 61
Step 3 – Dispute fraudulent transactions
Once the card has been blocked, you must contact the dedicated call center to open a dispute case.
Number to contact: 09 69 39 03 49
The BPCE teams will handle your case, assist you in building the dispute file, and may request additional information via a dedicated form.
Dispute timelines and processing
You have 13 months from the payment settlement date to initiate a dispute.
Disputes are handled directly by BPCE.