For any clarification regarding your transactions, you can contact us through the chat in your app. Our customer service team will be on top of it to help you understand and solve the situation.
As a piece of advice, we recommend for you to make sure that this particular charge isn’t from a subscription you have but might have forgotten or a verification charge. (Click here to see what a verification charge is)
If you want to file an unrecognized charge, it has no cost, however, if after a thorough investigation it turns out that it doesn’t proceed, you’ll be charged $250.00 MXN + IVA corresponding to the investigation that was conducted. (This is charged by our financial partner)
In order for this procedure to be possible, the charge in question must be less than 90 days old.
The approximate response time is from 90 to 180 days from when the process begins.