Understanding your statement

Unfortunately we cannot give exact timescales as we aren't able to see refunds before they reach your account.

While there are no set timescales for how long a refund will take, if you are waiting for a refund we must wait 15 days for the refund to show on your account. If it hasn't been 15 days yet and you have concerns, we recommend that you discuss those concerns with the company.

If you haven't received a refund after 30 days from the date on your refund receipt, we may be able to help.

We will require a few things from you to enable us to review your dispute:

• A written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given.
• A copy of the refund receipt showing at least the last 4 digits of the card being refunded, the date and the amount of the refund. If you do not have a refund receipt, we would be unable to help and you would need to raise your concern with the company.

The quickest way to view your transactions is using our Shostra Bank app. With the app you can also see pending transactions, search for specific payments and share your transaction list via email. 

Learn more about the Shostra Bank app 

If you specifically need a statement you can view, download and print Mastercard Credit Card statements using the Shostra Bank app. 

For all other accounts please refer to Online Banking.