Disputed Transaction

Disputed Transactions

If you have a query about a transaction on your Thomas Cook Borderless Prepaid CardTM, please call the 24 hour Card Services team immediately (and in any event within thirty (30) days of the transaction debit date). They will be happy to check your Card and confirm the transaction details for you.

If there is a transaction which is not correct, Card Services can dispute this on your behalf. You will need to complete the dispute form and send it to disputes@borderlessprepaid.com. You’ll need the latest version of the free Adobe Acrobat reader to view this form. If you do not have Adobe Acrobat reader installed on your computer, please click here to download it.

Please help us to assist you by providing as much information as you can. We’ll send a response within 10 working days of receiving your query.

You can also log on to 'My Account' if you wish to:

  • check your balance
  • move money between currencies
  • view your transaction history
  • edit your personal details

For a PIN reminder or to report your Thomas Cook Borderless Prepaid Card lost or stolen you can call Card Services at any time. Click here for Card Services phone numbers.

In the interest of security, the following subjects cannot be discussed by email or fax. Please call the 24 hour Card Services team, who will be able to assist you in relation to the following:

  • Lost or stolen Cards
  • Queries regarding transactions on your Thomas Cook Borderless Prepaid Card or balance enquiries
  • PIN assistance
  • Guidance setting up your Thomas Cook Borderless Prepaid Card online
  • Help with forgotten username and/or passwords
  • Card activations