If you see a charge you don't recognize, you need to contact our support team immediately in the following ways:
Freeze your card from the card section in your Comun app to avoid further charges.
Open your Comun app.
Select the transaction you do not recognize in the "Completed Transactions" section. Select "Report Transaction" and follow the flow of questions to create a report.
In this section, you can also freeze your card if you haven’t done so already.
After following the steps in your app, you don’t have to do anything else! We will contact you via email, so please pay attention to your inbox 😉.
If the option to report the transaction is inaccessible in the Comun app, you can use the external form. Visit this link and fill out the form with accurate details about your issue.
If you want to report more than one transaction, you can include that information in the details of the questionnaire. To assist in the investigation of your transaction issue, please provide the following information:
Amount of the transaction.
Date and time of the transaction.
Type of transaction (e.g., sent, expected to be received, or another type).
If the issue with your transaction is a transaction you do not recognize, we will need to block your card for your security. Please keep in mind that if we do not have enough information from you, we will not be able to assist you. It takes us approximately 2 business days to conduct an initial investigation. During the initial investigation phase, which typically lasts around 2 business days, our team will gather evidence and review your submitted information. If sufficient evidence supports the issue, you may receive:
A temporary refund, depending on the circumstances.
A replacement card if necessary (e.g., in cases of fraudulent activity). Should the issue require further investigation, an in-depth process may be initiated directly with Visa in collaboration with the merchant involved. This can take up to 9 days, and if the refund request is confirmed, it will become permanent. However, if no error is detected, the temporary refund may be revoked.
Frequently Asked Questions
What Should I Do for an Unauthorized or Unrecognized Transaction? If you notice a transaction you did not authorize or recognize, follow the app reporting steps outlined above. Your card may also need to be blocked for security until the investigation is complete. What if My Transaction is Pending? Pending transactions may sometimes be canceled by the merchant without further action required. However, if it proceeds to completion and there’s an issue, report it through the Comun app.
You can contact someone from the Comun team through the following channels:
📞 Phone (646) 600-5660
✉️ E-mail ayuda@comun.app