Initiating a refund

Quickly and easily initiate a refund online

If an amount has been debited from your account without your mandate or has been debited twice, you can easily initiate a refund yourself on Internet Banking or in the Mobile Banking app. A 'refund' is also referred to as a ‘reversal’. Instructions on how to initiate a refund are given below.

 
Geld overmaken via Internet Bankieren

Refunds using Internet Banking

  1. Log in to Internet Banking.
  2. Select the account from which the amount has been debited.
  3. Click the debit transaction for which you wish to initiate a refund.
  4. If the transaction is incorrect, click 'Refund'.
  5. Send the order.
Geld overmaken via Mobiel Bankieren app

Refunds using the Mobile Banking app

  1. Log in to your Mobile Banking app.
  2. Tap the account from which the amount has been debited.
  3. Tap the debit transaction for which you wish to initiate a refund.
  4. If the transaction is incorrect, tap 'Refund'.
  5. Confirm with your identification code.
 

Please note: if the amount was debited from your account over 56 days but under 13 months ago, you can report an incorrect debit using Internet Banking or by calling us on 0900 - 00 24 (usual call charges apply).