BPI closed my fraud dispute claiming “EMV card was used” in Kenya, while I was physically in Denmark
Hi Everyone!
Really need some insights from anyone who has successfully fought a BPI card dispute, especially regarding "face-to-face" international fraud claim.
Long story short: My BPI debit & credit cards were stolen while I was traveling in Copenhagen. I immediately blocked the cards, reported the loss to BPI via email the day after and filed a foreign police report. I know about their policy on lost card liability but I’m still hoping an exception can be made, given the extraordinary circumstances.
Unfortunately fraudulent transactions went through in a small window before the cards were blocked. On my side, I could see that transactions were made by a Merchant located in Mtwapa, Kenya, so I immediately thought these were transactions made online with the stolen card details.
But BPI recently sent me a standard template rejection saying:
- The transaction was performed using the client’s physical card and was authenticated via EMV chip. So it cannot be revered anymore.
- Under Section 16 of the T&C, any transactions made prior to the Bank’s receipt of the report shall be for the account of the cardholder.
- I reported the loss 12 hours later via email so they couldn’t block the card anymore. (Which honestly was a bit stupid because at that point the cards were blocked via the mobile app).
BUT! They never gave actual proof that these were face-to-face transactions. They never gave any transaction details and never explained how a transaction from Kenya could be made with a physical card stolen in Copenhagen.
It was even billed in KES (Kenyan Shilling) currency and apparently I even blocked the credit card just 10 SECONDS after the transaction was logged. 🥲
Questions for the sub:
How is it possible for a face-to-face transaction to be charged with a completely different currency?
From what I know, face-to-face foreign transactions are processed in the currency of the country you are physically in, or dynamically converted to PHP. So for me, charging in KES implies it was an online transaction (where BPI failed to trigger a mandated OTP) or a clear chip cloning case.
Did anyone have the same experience disputing similar transactions?
They haven’t really provided any proof that these were face-to-face transactions and they never explained how a Merchant in Kenya was able to use the cards.
I’m based abroad so I cannot visit a BPI branch at the moment. I’ve escalated to BSP and continue to email BPI Support asking for more information. The credit card was also a supplementary one from my mother, so she will try and ask about the dispute on my behalf.
I've been a loyal cardholder since 2007 with a spotless record, so this is incredibly frustrating. This is so far the only time I’ve disputed fraudulent transactions, because I have always been careful with securing my cards.
Would appreciate any advice, tech explanations, or success stories from people who managed to get a 100% reversal after an initial rejection!