Consumer5 min read8/9/2026

Unknown Card Charge in Israel: Who Will Refund the Money and Why the 30-Day Deadline Matters

An unfamiliar item on a statement does not always mean the same thing: it may involve stolen card details, a change in the amount, or a dispute with the seller. The refund and the determination of which subsequent transactions are no longer your responsibility depend on the correct classification and the date on which the issuer was notified.

Numbers and facts

•30 days from receipt of the statement — deadline for reporting a “transaction without a document”
•8 business days — maximum period for refunding an unauthorized increase in the amount
•0 liability for misuse occurring after the issuer is notified

First Determine Exactly What Happened

If the payment was made without physically presenting the card and without identity verification, it may be treated as a “transaction without a document”: for example, an online purchase that the cardholder did not make. If you made the purchase but the seller did not supply the goods or service, that is a different dispute: Section 17 of the Payment Services Law, 2019 governs the stopping of guaranteed payments in the event of non-supply. Another separate situation is where the seller obtains authorization for a certain amount and then charges a larger amount: Section 28 provides for a refund of the difference. Therefore, the statement “I do not know the seller” is weaker than a precise declaration such as: “I did not make the transaction,” “I authorized a different amount,” or “The goods were not supplied.”

Whom to Notify and Why You Must Not Wait

You must contact the payer’s payment service provider, usually the bank or company that issued the card. At the same time, the card or any other means of payment should be frozen: Section 23 permits it to be blocked when misuse or fraud is suspected. Under Section 24, the cardholder is not liable for misuse occurring after notification is given, so the date, time, and reference number of the report are important. Liability for transactions preceding notification is determined according to the special limits set out in the law, and these limits do not apply if the payer personally committed intentional fraud.

The Key Deadline Is 30 Days, but It Does Not Apply in the Same Way to Every Dispute

Cal explains that the issuer must be notified immediately of a “transaction without a document” that the customer did not make, and no later than 30 days from the date the statement was received. Separately, the Israel Consumer Council states that where there is an unauthorized charge, the company must credit the customer’s account with the most recent amount charged during the preceding 30 days, although in practice it may request a signed declaration. If the authorized amount was increased unilaterally, Section 28 requires the difference to be refunded as soon as possible, and no later than eight business days after notification. The ordinary refund mechanism resulting from misuse is governed by Section 27, but a uniform refund deadline for all cases cannot be inferred from the provisions presented.

What Evidence Should Be Preserved

Take a screenshot of the statement showing the beneficiary’s name, the amount, the date, and the transaction status, and also retain the full statement in its original format. Do not delete messages containing a one-time password, app notifications, or correspondence with the seller: the Bank of Israel explains that a one-time password is used to verify the payer’s identity and protect against fraud. Record the time of the call to the issuer, the report reference number, and the representative’s name, and request written confirmation that the card was blocked and the transaction disputed. Section 13 requires the payment service provider to document the times at which the payment order was received and executed, while Section 30 allows it to request information from the customer regarding the circumstances of the theft, loss, or misuse.

What to Do If the Issuer Rejects the Claim

Request a written decision explaining how the transaction was authenticated and the data on which the rejection was based. Under Section 19, the payment service provider must examine the claim that there was a defect in the transaction and inform the customer of the examination’s outcome within a reasonable period that takes the circumstances into account. If the company does not refund the prescribed amounts, the “Kol Zchut” portal recommends filing a complaint with the Public Complaints Unit of the bank or card company. In any potential dispute, the date of the initial notification, the statement, identity-verification data, and documents showing that the customer did not issue the payment order or authorized a different amount are especially important.

FAQ

Must the bank refund an unknown card charge?

If the matter involves misuse of a means of payment, the Payment Services Law limits the payer’s liability and provides for the refund of charged amounts. The outcome depends on the type of transaction, the timing of the notification, and the absence of intentional fraud by the customer.

Can a payment be disputed if more than 30 days have passed?

For a “transaction without a document,” Cal sets a deadline of 30 days from the date the statement was received, so a delay may significantly complicate the dispute. Nevertheless, the issuer should be notified immediately and a written response obtained, because the transaction’s legal classification may be different.

Does a one-time password mean there will be no refund?

The mere existence of the password does not automatically establish the identity of the person who actually confirmed the payment. Keep the message containing the password and do not delete notifications, because this data makes it possible to verify how and when the payer’s identity was authenticated.

Must the seller be contacted first?

If there is a transaction that you did not make at all, you should first notify the issuer and block the card at the same time. If the goods were not supplied, Section 17 also provides for notifying the seller of the cancellation of the underlying transaction, if the seller can be contacted.

Where should a complaint be filed if the card company rejects the claim?

First request a written decision and the examination materials. You can then contact the Public Complaints Unit of the relevant bank or the company that issued the card.

What to do next

Document the transaction immediately, freeze the card, and notify the issuer in writing, stating precisely what you dispute. Keep the statement, messages containing passwords, correspondence, and the report reference number; if the claim is rejected, request the reasons and file an internal complaint. The specific course of subsequent action depends on the type of payment and the substance of the issuer’s response.