A payment on my account is not correct
Here we explain what to do if you believe there’s a payment on your account that shouldn’t be there.
If you don’t recognise the payment at all
It might be that the company is using a different trading name, or it could be a payment made by the joint account holder.
If it’s a payment you recognise but weren’t expecting
Could it be a payment made a while ago, but it's only showing up now?
Most payments will show up within 7 days, but sometimes they can take up to 120 days. Check your previous statements to make sure they didn’t take the payment before.
Has a subscription renewed recently or has a free trial come to an end?
If so, it could be a recurring card payment. If you’ve previously given a company your card details, they might have put a payment through on it.
Is a company still taking a recurring card payment after you cancelled it?
This means the payment has not been authorised by you, so you’re entitled to a refund.
Make a note of the date you cancelled the recurring card payment and the payments the company has taken since. Then, contact us about cancelling a recurring card payment.
If the company has made a mistake with your order or payment
You may wish to contact the company to see if they can resolve it. Most companies will be keen to put things right if they’ve done something wrong. For example, if an item hasn’t arrived or they’ve sent you the wrong thing.
If the company doesn’t sort things out for you
If you’ve already contacted your seller and been unsuccessful, you can raise a dispute on your Visa debit or credit card.
If you're concerned about fraud
If you’re worried the payment has been taken fraudulently, please call us as soon as possible.