Unsure about a transaction
Frequent reasons for transactions you're unsure of:
What happened?
I haven't received the goods or services that I paid for
Use this form if:
You paid for goods or services and they weren't delivered at all
Goods or services were delivered partially, were faulty or counterfeit
Goods or services you bought were different from what was sold to you
What you'll need to raise this dispute
- Invoice/proof of purchase
- Date due to receive the goods/services
- Description of goods/services and if faulty, description of fault or why goods differ
- Any correspondence from the retailer (email or post showing order processed/dispatched or expected due date), including most recent contact to resolve your query.
- If you still have the goods you must contact the retailer and arrange a return. Take photos of the goods and retain proof of the return in case you do not receive a refund and allow 15 working days.
I haven't received the refund I was told I would get, or am entitled to
Use this form if:
The retailer said they've refunded you but you haven't got it
The goods or services you bought were cancelled/returned but you weren't given a refund
What you'll need to raise this dispute
- Allow 15 days from the time the merchant agreed to refund you to allow sufficient time for the refund to be credited back to your card/account
After 15 days we will need the following to raise a dispute:
- Proof of retailer's agreement to refund (including date/amount and last 4 digits of the card you used)
- Proof of return (if you have it)
- Proof of postage or proof of goods made available for collection to the retailer (if you have it)
- Any correspondence from the retailer
I was or am being charged incorrectly
Use this form if:
You're still being charged a recurring transaction after you've cancelled
You've been charged the wrong amount for something
A payment was taken twice for the same thing
What you'll need to raise this dispute
- Amount that should have been debited
- Any evidence of correct amount
- If it's a transaction that's been cancelled, cancellation date and details of any payments taken after this date
- If you've paid by other means, evidence of additional payment: e.g copy cheque, statement showing additional transaction
Stop a recurring debit or credit card payment
Use this form if:
You want to cancel further payments from being debited
If you want to get your money back for past transactions use the form above "I was or am being charged incorrectly".
I had a problem with a cash withdrawal
Use this form if:
An ATM gave you the wrong amount/no cash
A wrong amount was given at a Post Office counter withdrawal
What you'll need to raise this dispute
- The date, time and location of the ATM/Post office
Often businesses use a different trading name to the one you’d expect to see. If you don’t recognise a payment or transaction on your account the list below may help you identify the company the payment was made to.
