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Query transactions

Here you'll find everything you need to know about what you should do if you have a query about a transaction on your account.

 

I don't recognise a transaction

There may be a number of reasons why there is a transaction on your account that you don't recognise. Here are some possible explanations which might help you identify the transaction, but if you still don't recognise it, you can also contact us.

Check the retailer's name

Retailers sometimes trade under different names, so the one on your statement might not be what you expect. Try entering the retailer's name into a search engine to find out more.

Look out for additional charges

Some retailers, such as hotels, taxis, airlines or hire cars, can add additional surcharges.

Double-check your receipts and your inbox

Dig out your receipts to see if you have any from the same day and for the same amount but with a different retailer name.

Have a look at your email inbox, as you often get confirmation emails or receipts by email and these might show different retailer names.

Think about exchange rates

If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of purchase.

Ask another account holder

If someone shares your account, they may have made the transactions.

Check repeat payments

It may be that this is an ongoing payment related to something you set up or subscribed to some time ago.

I recognise a transaction, but wish to dispute it

For guidance on actions you can take in the following scenarios, please see below. If you're still unable to resolve, you can contact us.

I haven't received something I ordered

Order / dispatch notes
Retailers often confirm via email or post when an order has been processed and/or when it has been dispatched (and expected date).
 

Terms of delivery
Have you allowed sufficient time for delivery (typically up to 15 working days)?
 

Status updates
The retailer may have extended the delivery period due to reasons such as low stock.
 

Check with neighbours
Goods are often left with neighbours so it may be useful to check with them.
 

Junk email
Confirmation or digital goods are often sent via email and can get lost in your junk mail folder.
 

Refund promise
The merchant may have been unable to fulfil your order and has offered a refund.
 

Speak to the retailer
They are responsible for fulfilling your order, and in most cases will be able to provide a status update or resolve your query.

I received goods that arrived damaged or not as described

Product description
Could the retailer have notified you of a change in the product or specified that the product may differ from the description / picture given? This may sometimes be caused by the manufacturer releasing slightly different versions or low stock in certain colours or options.
 

Refund promise
Has the merchant offered a refund or sent a replacement?
 

Troubleshooting guide
Try consulting the product guide which may help you to resolve the fault/damage.
 

Speak to the retailer
In most cases the retailer will be able to provide a status update or resolve your query.

I've already paid for this item

Order/dispatch notes
Retailers often confirm via email or post when an order has been processed and/or when it has been dispatched or activated.
 

Terms of service
Have you allowed sufficient time for fulfilment of the order?
 

Status updates
The retailer may have sent an update or extended the delivery or activation period.
 

Email junk
Confirmations or digital goods are often sent via email and can get lost in you junk mail folder.
 

Refund promise
The merchant may have been unable to fulfil your order and has offered a refund.
 

Speak to the retailer
They are responsible for fulfilling your order and, in most cases, will be able to provide a status update or resolve your query.

I've been charged the wrong amount

Additional charges
Taxes, service fees and card surcharges can be added to payments.
 

Exchange rates
Currency amounts can often differ from the transaction amount at point of purchase. e.g. retailers may have offered a currency conversion service at the point of payment.
 

Multiple payments
Some merchants bundle smaller payments into one larger invoiced transaction.
 

Speak to the retailer
They are responsible for fulfilling your order, and in most cases will be able to provide a status update or resolve your query.

I've been expecting a refund

Terms & conditions
Are you within the terms of refund/cancellation with the retailer or vendor?

For example:

  • Hotel bookings often have refund restrictions
  • Travel tickets can often be non-refundable
  • Stores often issue credit vouchers instead

Please allow sufficient time for a refund to be processed and credited back to your card/account.
 

Alternative credit
Could the refund have been issued via an alternative method such as a cheque or voucher?

 

Your inbox
Retailers often send confirmation emails which may state why a refund has not been received (don't forget to check your junk email folder).

 

Speak to the retailer
They are responsible for fulfilling your order, and in most cases will be able to provide a status update or resolve your query.

I wish to cancel a subscription

Speak to the retailer. Your agreement with the retailer may be legally binding. Please check the correct cancellation procedure with the retailer.

Keep any records of date, time, contact names, details and conversations with the retailer.

Whilst we can endeavour to stop the subscription for you there is no guarantee that it will be effective unless the transaction matches the details you have provided.

It may not be possible for us to stop the next payment and you may still be liable for monies owed.

If your subscription is an auto-renewal (e.g. a McAfee annual payment), you must cancel with the merchant.

I've been charged for a subscription I cancelled

Cancellation notice
Has the retailer received or confirmed receipt of your notice of cancellation.
 

Terms of service
Have you allowed sufficient time for the cancellation (e.g. subscriptions often have a termination period of up to 30 days)?
 

Status updates
The retailer may have sent an update or extended the delivery or activation period.
 

Email junk folder
Retailers often use addresses which your email provider may consider suspicious.
 

Refund promise
The merchant may have been unable to fulfil your order and has offered a refund.
 

Speak to the retailer
In most cases will be able to provide a status update or resolve your query.

I didn't receive cash from an ATM

Refund processing
It can take a number of working days for errors to be identified and reversed/refunded so please allow sufficient time for this.

I've been charged by a scam retailer

Free trial
Offers of free periods or trials may have specific terms around eligibility.
 

Further charges
Expiry of trial periods typically take further payments/charges without warning.
 

Extras
The retailer may have provided additional goods or services which incur additional cost.
 

Speak to the retailer
Retailers are best placed to resolve your issue quickly or provide an update.
 

Trading standards
Scam retailers, especially those pretending to be government organisations, may be known to trading standards who can provide advice.

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