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Read about what to do if you disagree with a payment on your account – whether it's fraudulent or genuine.
We’re here to explain how to check what a transaction could be, and how to ask us to investigate. Transactions can show up on your statement under a different trading name to the brand you know. If you do not recognise a transaction, check common trading names to see if it’s genuine.
You can:
We know it can be hard to keep track of subscriptions and it’s not always clear when you’ll need to pay a recurring fee.
We’re here to explain how to cancel. For example, if:
you didn’t intend to commit to a recurring subscription
you’ve cancelled a subscription but it keeps re-starting
We’re here to help you understand how to try to get your money back. For example, if:
you did not receive the goods or service
the goods or service were not as described or counterfeit
you did not receive a refund
If you paid using cash, cheque or bank transfer, unfortunately we cannot get a refund on your behalf. You can still try to dispute with the seller, or you may be able to make a small claim. Citizens Advice has a help guide on making a small claim.
If you do not recognise a transaction or it does not look right, get in touch and we'll look into it. Lines are open 24 hours a day, 7 days a week. Call charges
We cannot dispute a pending transaction on your behalf
We can look into a pending transaction that you don't recognise or one that's potentially fraudulent.
However, if there's a different problem and you recognise the transaction, talk to the company you paid first – if they cannot or will not put it right, get in touch with us once the payment has gone through.
Call us on 03457 212 212 or +44 3457 212 212 from outside the UK.
Call us on 0345 600 6000 or +44 345 600 6000 from outside the UK.
Contact us immediately if you think you've been the victim of fraud or notice anything unusual on your account.
You can either call 159 or phone us directly. Lines are open 24 hours a day, 7 days a week. Call charges apply.
What is 159?
Calling 159 securely connects you to your bank to report scams or fraud. If possible, use a different device from the one the scammer called you on.
Call us on 03457 212 212 or +44 3457 212 212 from outside the UK.
Call us on 0345 600 6000 or +44 345 600 6000 from outside the UK.
Learn more about the security measures we use to help keep you and your money safe.
Learn about the latest trends in fraud and scams, stay informed and stay safe.
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