Payment Issues and Disputes

Payment Disputes

At Another we understand that when using our products and services, to make purchases via online retailers or in store, your prepaid card funds are held securely until you make a purchase.

With this in mind we have put together some simple steps to help you keep your money safe.

10 steps to protect your money

No matter what you’re told to the contrary, the reality is that at least 99 percent of everything that’s a good deal today will still be a good deal a week from now! The other one percent isn’t generally worth risking your money to find out.

Those occasions shouldn’t involve an irrevocable financial commitment to purchase a product or make an investment that you’re not familiar with from a person or company that you do not know.
Always request written information, by mail (not email) about the product, service, investment or charity and about the organisation that’s offering it.
For legitimate firms, this wouldn’t be a problem but swindlers, however, may not want to give you time for adequate consideration, may not have written material available, or may not want to risk a run-in with legal or regulatory authorities by putting fraudulent statements in writing.

Economy has the diversity of investment vehicles and other products available but it’s a diversity that includes the bad as well as the good. Unless you fully understand what you’d be buying or investing, you can be badly burned. Swindlers intentionally seek out individuals who don’t know what they are doing! They often attempt to flatter prospects into thinking they are making an informed decision.

Never assume a firm wouldn’t provide you with information, references, or regulatory contacts unless the information was accurate and reliable, that’s precisely what swindlers want you to assume. They know that most people never bother to follow through.

Most victims of fraud contact a regulatory authority or law enforcement agency or the bank/financial institution after they’ve lost their money in other words when it’s too late. It’s far better to make the contact and obtain whatever information is available while they still had their money.

request that information also be sent to your accountant, financial advisor, banker, or attorney for evaluation and an opinion. Swindlers don’t want you to seek a second opinion. Their reluctance or evasiveness could be your tip-off.

Retainer or deposits to secure an deal, purchase, investment proposal or to hold the offer while you think about it, or for the product to be put on hold or for postage costs so you don’t miss out on that ‘Great Deal’ is a target for swindlers. Think of it like this if 1000 people send £20 to a criminal that’s £20,000.

If there’s a guarantee or refund provision, it’s best to have it in writing and be satisfied that the business will stand behind its guarantee before you make a final financial commitment. Remember swindlers will tell you all the things you want hear, they need to convince you to hand over your money and have no intention of standing behind any promises or guarantees they offer you.

Specially ones that seem rehearsed or that give no way of checking out. They may be fictitious or involve nothing more than a member of the criminals network or simply be someone paid a fee to speak well of the company or individual and the product or service being offered to you.

Unless you are absolutely certain the caller has a genuine need to know. That goes especially for your credit card numbers and bank account information. The only time you should give anyone your credit card number is if you’ve decided to make a purchase and want to charge it.

If someone asks for payment via ‘money transfer’ as it’s faster than to their bank account (chances are they don’t have a bank account) cash is anonymous and criminals don’t want any paper trails or electronic banking tracing the criminal activity back to them.

Many businesses offer online systems to take payments on their behalf so check with the company there using as if this is a swindler they would have lied to the company that they are using too and your information could help catch them.

If you’re simply not interested, if you become subject to high-pressure sales tactics, if you can’t obtain the information you want or get evasive answers, or if you hear your own better judgement whispering that you may be making a serious mistake, just say good-bye.

It is better to walk away or hang up than lose your money.

You can email the Payments team via or complete the form below and a member of our team will contact you within 24 hours.


    Payment Disputes

    When using our services you will have been issued with a receipt for your funds paid into the Prepaid Card Account.

    We always encourage our customers to communicate with the receiver of their payment to resolve any issues with the transaction. If the transaction relates to a service or goods purchase, SDHFS will not be liable for loss or damage to You or any third party caused or resulting from the goods or services which where paid for by using the SDHFS Service.

    The following should be attempted prior to contacting Another as it helps us with working towards a resolution.

    1.   Contact the Receiver

    2.   Put your complaint in writing to them

    If they have not resolved your dispute within 14 days please contact us via email on


    Payment Disputes – Contacting SDHFS

    When you contact SDHFS please ensure you provide as much information as you can. You should include the following documents in your email.

    1. Copy of your receipt – This will provide us with the transaction ID with which we can trace the the funds through our systems and identify the related purchase(s)
    2. Copy of your complaint – This will provide us with the details of your dispute with the product/service and allow our arbitration team to investigate

    In addition to the above we will also require details about the service or product you purchased via your prepaid card account, who you made the purchase from (company details etc) , any contact names that you had spoken to about your issue.


    Payment Disputes – What happens next

    With any dispute we receive our first priority is to attempt recovery of the funds and return them to you within 14 days. This may not always be possible for various reasons.

    1. We will contact the recipient of your funds to request the return for refunding
    2. They can submit/request a defence to reject the refund – if this happens we will contact you.
    3. We will review any representations we receive relating to the transaction

    The process we follow is in line with our complaints procedure as outlined below:

    1. Acknowledgment. Timeframe: Within 14 business days of receiving your dispute. We will send you a email acknowledging your dispute and providing you with a DTR (Disputed Transaction Reference) and will let you know the name of the person who will be dealing with your dispute.

    2. Recording your dispute. We will record your dispute and send a summary of it to the transaction recipient. These details will usually include as a minimum; the nature, date and method of communication of the dispute, your details, how we expect the transaction recipient to resolve the issue.

    3. Response – we will notify you whether the dispute was accepted or refuted, whether the dispute was closed or whether it remains open and outstanding and what, if any, the next stage will be. In the case where the transaction recipient claims the product was delivered or that they had provided the service we will undertake an investigation. We may contact you for more information at this stage.

    4. Investigation. We will  investigate your dispute and work to arbitrate the resolution. We will aim at all times to conduct our investigation competently, diligently and impartially, obtaining additional information as necessary.

    5. Final Response. Timeframe: Within 8 weeks of receiving your dispute. We will send you a Final Response which:

    – accepts the dispute and, where appropriate, offers redress or remedial action; or

    – offers redress or remedial action without accepting the dispute; or

    – rejects the dispute and gives reasons for doing so.

    6. Holding Response. If we are unable to conclude the investigation we will issue what is called a Holding Response. The purpose of this is to inform you of the reasons why we cannot provide a Final Response and to provide a further indication as to what is happening with the complaint and when you can expect to hear from us again. In the event that you receive a Holding Response, we may invite you to discuss the matter personally with our COO.


    If we are unable to resolve the dispute to your satisfaction. You are then able to raise a formal complaint to our complaints department. Who will then investigate the matter and escalate in accordance with our Complaints Policy.


    For full details of our Terms and Conditions Click HERE


    For full details of our Complaints Policy Click HERE


    For full details of our Service Agreements Click HERE