Beobank publishes no dispute page on its Visa Classic card sheet. The route is a paper form with ten reasons, to be returned within 14 days, with a different supporting document for each box. Pick the right reason before filling in anything else.
How do I dispute a credit card transaction with Beobank?
In writing, with the form « Demande d'investigation - Transaction carte de crédit » (revision 09/21), sent to Beobank NV/SA, Cards Operations, boulevard du Roi Albert II 2, 1000 Brussels. The form asks for it back within 14 days. It ends with a dated and signed authorisation allowing Beobank to investigate and or correct the disputed transactions.
There are two other doors, and they are not the same as this one. The first is the telephone, for fraud: the Beobank Service Center (02 622 20 00) and Card Stop (078 170 170). The second is the online complaint form, which is for when the file has already been refused or left unanswered, not for opening the investigation.
In the files I handled, the first sorting was by channel. A form sent for a stolen card arrived too late: the card should have been blocked by phone days earlier.
Which reasons does the Beobank form offer?
Ten, with no "other". The labels below are the form's own, and the right-hand column sums up the document it asks for.
| Box ticked | Situation covered | Document expected |
|---|---|---|
| Facturation multiple (multiple billing) | one authorised transaction debited several times | the statements or receipts showing the duplicate debits |
| Non réception de la marchandise (goods not received) | nothing arrived by the expected date | a document showing the expected delivery date |
| Remboursement/Crédit pas exécuté par le commerçant (refund or credit not made) | a return or credit note promised, never paid | proof of the credit or of the return of goods |
| Cotisation/inscription annulée (subscription or registration cancelled) | cancellation made, debit kept | a copy of the proof of cancellation |
| Transaction à un distributeur pas correcte (incorrect ATM transaction) | cash received differs from the amount debited | the amount actually received |
| Payé par un autre moyen (paid by another means) | the same expense was settled another way | proof of the other payment |
| Erreur de traitement (processing error) | wrong amount debited | proof of the correct amount |
| Services non-livrés (services not delivered) | service not provided | a trace of your attempt to settle with the merchant |
| Transaction annulée (transaction cancelled) | operation cancelled but still debited | the date and number of the cancellation |
| Transaction non-autorisée (unauthorised transaction) | you did not authorise it and the card is in your hands | the form itself, plus whatever Beobank asks for |
The form also asks you to state the number of documents attached. The issuer looks first at the box ticked, then at the document that comes with it. A box without its document means a file put on hold.
Which reason should I pick when my case fits no box?
Take the closest box, not the most convenient one. Here is how I read the common cases. It is not Beobank guidance and not advice tailored to your file.
A double click on "pay" that produced two debits is multiple billing. A subscription charged after cancellation comes closest to "Cotisation/inscription annulée", provided you hold proof of the cancellation. A parcel that never arrived goes under "Non réception de la marchandise". A website that closed before delivery fits the same box as the parcel, or "Services non-livrés" if it was a service.
The trap is "Transaction non-autorisée". It is meant for an operation you never consented to. A purchase you did make, but which the merchant did not honour, does not belong there. Ticking it to save time exposes the file to a refusal, and even to questions about your good faith.
For failing merchants, the article on a merchant that went bankrupt or does not deliver and the one on a double charge after cancellation detail the evidence to gather.
What should I do after sending the form to Beobank?
Four steps, in this order. The form is a trigger, not a guarantee.
- Keep a full copy and proof of posting.
- Write to the merchant the same day. Beobank says so itself in its terms: where you disagree with the merchant, the dispute is first settled with them.
- Pay or spread the statement on its due date. The card terms set the due date at least 15 days after the statement is generated.
- Log every exchange with Beobank, with the date and the name of the person you spoke to.
The form contains no mention of a refund to the cardholder. It speaks of investigating and or correcting. That matters: until Beobank confirms in writing that it suspends or re-credits the line, assume it is still owed.
For the general deadlines, thirteen months, eight weeks or a few days depending on the case, see the article on the time limit to dispute a card payment.
Why is the form not enough for fraud?
Because for an unauthorised operation, reaction time weighs more than paperwork. The Beobank card terms (undated version, read on 26 October 2026) set three rules.
The first is the reporting deadline: at the latest thirteen months after the operation, with a presumption of late reporting if nothing is said within two months. The second is the excess: before notification, the cardholder bears at most 50 € in case of loss, theft or illegitimate use, except for fraud or gross negligence. The third is notification itself: after the call, later uses are borne by the bank, except for fraud by the cardholder.
Gross negligence is the ground for refusal that issuers invoke most readily. The terms name, among other things, a secret code written down in a recognisable way on the card or on an item kept with it, and failing to report a loss or theft immediately once you notice it. These cases are covered in the article on a refund refused for gross negligence, and the steps to take in the ones on a lost or stolen card and a hacked card.
The framework is Directive (EU) 2015/2366, known as PSD2, transposed into Book VII of the Belgian Code of Economic Law (French-language consolidated text). The European text is on EUR-Lex. Card Stop remains the number to know for blocking a card.
How much does a disputed line cost during the investigation?
More than you would think, because the investigation does not freeze interest by default. Here are three Beobank cards with their three basic figures.
| Card | Annual fee | APR on a carried balance | 100 € cash withdrawal | Tariff read at the issuer on |
|---|---|---|---|---|
| Beobank Visa Classic | 5 € | 14.49% (credit line of 2,150 €, variable borrowing rate 13.98% in force on 9 May 2025) | 5.00 € | 26 October 2026 |
| Beobank Extra Mastercard | 20 € | 15.99% (credit line of 2,600 €, borrowing rate 14.30%) | 5.00 € | 26 October 2026 (undated simulation sheet) |
| Beobank Young Mastercard | 5 € | 17.99% (credit line of 750 €, borrowing rate 16.49%) | 5.00 € | 26 October 2026 (undated simulation sheet) |
A cash withdrawal costs 2.50% of the amount, with a minimum of 5.00 € and a maximum of 15.00 € per withdrawal, according to the card terms and the sheets. Outside the euro area, foreign-currency operations add 2.10% of the amount, on top of the Visa or Mastercard exchange rate.
Take a disputed line of 400 € left in the balance of a Visa Classic at 13.98%. The equivalent monthly rate is about 1.10%. Over three months, that is about 13.30 €. Over six months, about 27.05 €. These are my own calculations, with no new purchase or repayment in between.
If the statement becomes hard to pay, do not let the due date slip: see the article on debt mediation and, if needed, your CPAS (public social welfare centre). This article is not a substitute for advice tailored to your situation.
What if Beobank refuses the dispute?
Write to the complaints department, not to your branch. The card terms (article 23) say to approach the bank first, with an acknowledgement within five working days and an answer aimed at within fifteen calendar days for a complete complaint. Ask for the exact reason for the refusal and the clause relied on.
If the answer is unsatisfactory, go to Ombudsfin, the Belgian financial ombudsman (French-language page). Its conditions: you must first have complained to the institution without satisfaction within a reasonable time, in principle one month; you must act within the year following the complaint; and no court proceedings may be under way. Its opinion does not bind the bank, as the card terms remind you, and they also name the FPS Economy (SPF Économie) as another route.
In the files I handled, refusals fell into three groups: lateness, a missing document and the wrong reason. Those are the three a cardholder can still fix if the file is reopened with the right elements.
Three points I could not verify
The form is revision 09/21 and the Visa Classic page does not feature it: ask for the version in force. The general card terms I read carry no version date, and the Extra and Young Mastercard figures come from undated simulation information sheets, with variable rates. Finally, Beobank's tariff brochure valid from 1 January 2025 shows an APR of 15.99% for the Visa Classic, against 14.49% on the card page: check the figure that applies to your own contract before calculating anything.
To compare cards on what they cost rather than on their promises, the ranking of Belgian credit cards, the comparison tool and the selection guide start from the same read tariffs.
Sources, consulted on 26 October 2026. Form « Demande d'investigation - Transaction carte de crédit », revision 09/21: Beobank. General terms of the Beobank credit card, art. 5, 11, 12, 14, 17 and 23: Beobank. Beobank Visa Classic, fee 5 €, APR 14.49%, rate in force on 9 May 2025: card page. Beobank Extra Mastercard and Young Mastercard, pre-contractual information sheets (simulation): Extra and Young. Tariffs for individuals, valid from 1 January 2025: Beobank. Directive (EU) 2015/2366: EUR-Lex, transposed into Book VII of the Code of Economic Law. Redress: Ombudsfin and Card Stop. Interest on 400 €: author's calculation, 26 October 2026. No link in this article is paid for.
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Delphine a passé sept ans au service litiges et rétrofacturation d’un émetteur de cartes belge, à Liège, entre 2015 et 2022 : le bureau où atterrissent les contestations de porteurs, les retraits facturés deux fois et les cautions d’hôtel qui restent bloquées trois semaines. Elle a donc lu, ligne par ligne, plusieurs milliers de relevés de cartes belges, et elle sait où se logent les montants que personne ne regarde avant de signer. Depuis 2023 elle relève chaque trimestre les tarifs publiés des émetteurs belges et tient le tableau de coûts qui sert de base à ce site. Ce qui l’agace : les brochures qui annoncent une carte à 0 € sans mentionner que le premier retrait au distributeur coûte 5 € fixes plus 1,8 % de commission, et que les intérêts courent dès le jour du retrait.