The following steps will help you resolve any concerns quickly. There can be a number of explanations for a transaction that you might not immediately recognise. Please check the following guidance before reporting it as fraud however if you're still unsure, report it and we'll resolve the issue as soon as possible.
Some retailers use a different trading name to what they are normally known as.
Check our list of common trading name for details of the companies trading under that name or a quick internet search may help identify a retailer.
A regular debit or credit card payment is a regular payment made from your card, like a subscription to a publication or a service, such as Netflix. Regular payments automatically carry over to new cards unless cancelled.
Please contact the company first as this is often the easiest way to resolve any disputes. Further help can be found on Card Payment Support.
A company can take a pre-authorised amount from your account and once the service is complete and the balance is settled, the pre-authorised amount will be reversed back to you or the full payment will be taken.
Only the retailer can cancel pending transactions. If you’re still having issues, you can raise a dispute with the company by using our online dispute form. Further help can be found on Card Payment Support.
The first step is speaking to the retailer to see if the issue can be resolved. If you’ve contacted the company and still need our support you can raise a dispute with the company. Further help can be found on Card Payment Support.
If you believe you've been the victim of fraud or a scam, we want to help as quickly as possible. To speed the process up, please try and have as much information about the transaction or event as possible before you get in touch.
