Card complaints page
What should I do if my card is lost or stolen or if I notice fraudulent transactions?
You must act immediately. Whether you need to temporarily suspend or permanently block your card, both options are available 24/7 via the following methods:
- Call MultiPass Customer Support at +44 20 3519 1373
- Manage your card directly in your internet bank
When calling, you’ll be asked for a 2FA verification code sent to the email and phone number associated with your account; without proper identification, no sensitive information will be provided.
What to do If you are not satisfied with a Merchant’s Service
If you’ve paid with your MultiPass card and are unhappy with the goods or services, or suspect an unauthorised or fraudulent transaction, you may be eligible for a Chargeback. To start, you might need to try resolving the issue directly with the merchant first. If this doesn’t help, you can request a Chargeback through MultiPass. Please note that all Chargebacks must be approved by our Card Issuer and Mastercard, and providing all requested information is essential - especially if the merchant disputes your claim.
Chargeback processing times are determined by the Card Issuer or Mastercard. If your claim is accepted, the disputed amount will be refunded to your account; however, if the merchant rejects the claim, MultiPass may not be able to assist further. For additional help, reach out to your personal manager or email us at support@multipass.co.
What to do if you are not satisfied with a MultIPass Card product
We’re dedicated to maintaining a high standard of customer service. If you’re dissatisfied with your MultiPass card product, you can reach out to our card issuer, Moorwand, at operations@moorwand.com. If you remain unsatisfied, you may escalate the matter to the Financial Ombudsman Service (FOS). Please include all relevant details—such as account information, a summary of your complaint, and any actions you’ve already taken—in your correspondence. For complete information, please see our Customer Complaint Procedure https://multipass.co/legal/customer-complaint-procedure.