Procedure for appealing transactions related to the payment system and payment services
To make a claim for transactions related to a payment service, you can:
- Call the contact center at (+995 322) 265 000.
If you submit a verbal or electronic claim, you may be asked to submit a written claim (in material form) within one banking day.
You should provide the bank with as much information as possible about the transaction you are disputing, including:
- The amount of the transaction
- The currency of the transaction
- The date and time of the transaction
- The location of the transaction
- Any documentation related to the transaction
The bank will investigate your claim and notify you of the decision within 15 working days. If the bank cannot investigate your claim within 15 working days due to extraordinary circumstances, it will notify you of the reason for the delay and the new deadline for resolving your claim. The bank will resolve your claim and notify you of the decision within 35 working days of receiving your claim in the event of extraordinary circumstances.
If requested by the Bank, you shall pay additional costs for the investigation ((including appeal and judgement) of a problem in the payment system by the Bank.
For more details, please see the general agreement for rendering banking services: https://www.pashabank.ge/ge/general-agreement-pasha-bank
From 1 December 2023: In case of refusal (including absence of response) or partial satisfaction of the submitted complaint within the established time limit, you may file a complaint against the bank with the Dispute Resolution Commission of the National Bank of Georgia.
You may file a complaint with the commission within 6 months from the date of filing a complaint with the bank.
Please note that the Commission will consider your complaint only if the value of the subject of the dispute does not exceed GEL 50,000 or its equivalent in foreign currency. The Commission considers complaints free of charge.
For more information, please contact the National Bank of Georgia: https://nbg.gov.ge/ / +995 322 406 406