Skip to main content of page

A payment on my account is wrong

What to do if you don't recognise a payment on your Nationwide current account or credit card, or there's a payment that shouldn't be there.

I think the payment is fraudulent

Fraud is when someone has taken money through a transaction that you didn’t make or authorise. In most instances, people don’t know they’ve been a victim of fraud until they see that money has been taken. Or they’re alerted by their bank or building society.

If you believe you’re a victim of fraud, report the fraudulent payment to us.

I don't recognise the payment

Before you contact us, we recommend you do these quick checks.

  1. Check the organisation name

    Organisations trade under different names. They may not appear on your list of payments by the name you know them as.

    Check common trading names

  2. Check with your other account holder

    If you have a joint account, it could be a payment made by the other account holder. Check they don’t recognise the payment.

    More about joint accounts

  1. Check it's not an old purchase

    Most payments appear within 7 days of making a purchase, but this can take up to 180 days. Did you buy something for that amount a few months ago? Check your previous statements to see if the payment went out earlier.

    How to view statements online

  2. Check it's not a renewed subscription

    It’s easy to forget to cancel a free trial or an old subscription for something you don’t use. If you’ve accidentally renewed a subscription, contact the company. You may be able to get a refund.

    Get help with regular payments

Contact us about an unrecognised payment

If you've tried these steps and you still don’t recognise the payment, you can get in touch with us for help.

How would you like to contact us?

I recognise the payment, but it's wrong

I've paid the wrong account

If you've sent a payment to the wrong account, we can try to help get it back.

Get help when you've paid the wrong account

A recurring card payment has been taken after I cancelled it

This means the payment wasn’t authorised by you, so you’re due a refund.

Note 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.

How to cancel a recurring card payment

I want to dispute the payment

If you recognise the payment but something has gone wrong with the purchase, we may be able to help. Raising a dispute is asking us to try and get the money back for you.

Raise a Visa debit or credit card dispute

I want to dispute a recurring payment through Open Banking

If you recognise a recurring payment, but believe it is wrong, you'll need to dispute the payment. We will then try to get the money back for you.

Make sure you have your account and payment details to hand before you get in touch.

Call us

Available weekdays and bank holidays, 8am to 6pm.

Closed Sundays

03457 30 20 11

Visit us in branch

Our friendly team are here to help you.