🛑How to Handle a Fraudulent Transaction on Your Pemo Card

If you notice a suspicious transaction on your Pemo card, follow these steps to review, freeze, or block your card and report the issue.

Step 1: Review the Transaction

1️⃣ Open the Pemo app and log in to your account. 2️⃣ Go to the Expenses tab and select the transaction in question. 3️⃣ Review the details, including the amount, date, merchant, and card used. 4️⃣ If you don’t recognize the transaction, proceed to the next step.

Step 2: Freeze Your Card

To temporarily prevent further transactions:

1️⃣ Open the Pemo app and log in. 2️⃣ Go to the Cards tab. 3️⃣ Select the card you want to freeze. 4️⃣ Tap Settings, then Freeze Card. 5️⃣ Confirm your selection.

Step 3: Terminate Your Card & Report Fraud

If you confirm the transaction is fraudulent, permanently disable the card:

1️⃣ Log in to your Pemo account on desktop. 2️⃣ Navigate to the Cards tab. 3️⃣ Select the card you want to terminate. 4️⃣ Click Terminate Card, then confirm your decision.

Pemo Power Tip: Once terminated, the card cannot be recovered.

Step 4: Report the Fraudulent Transaction

1️⃣ Locate the transaction in the Pemo app. 2️⃣ Choose the option to flag the transaction as fraudulent. 3️⃣ A form will be presented — please complete it and sign if required.

Only settled transactions can be reported, if the below option to report the flag is not there, this means that the transaction is not yet settled and it's only authorised.

Step 5: Investigation by Pemo support

1️⃣ Our team will review the submitted case and investigate accordingly. 2️⃣ You may be contacted if additional clarification or documentation is needed.

Important Notes ● Customers and admins must confirm that the transaction is truly unauthorized before raising a fraud case. ● Signing the form will be considered confirmation that the transaction was unauthorized. ● If the transaction is later determined to be authorized, a processing fee may be applied to the account.