There’s a payment on my 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.

What to do if you don’t recognise a payment

If it’s a payment you recognise but weren’t expecting

Could it be a payment you 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.

What’s a recurring card payment?

Is a company still taking a recurring card payment after you cancelled it?

Make a note of the date you cancelled and the payments they’ve taken since. Then speak to the company again or contact us if you need help.

Get help with cancelling a recurring card payment

If the company has made a mistake with your order or payment

We recommend you 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 they’ve charged you twice or sent you the wrong thing.

If the company doesn’t sort things out for you, get in touch with us

If we agree that they should refund the payment, but the company won’t co-operate, we can help you raise a Visa dispute to try and get your money back. We’ll ask you to fill in a form when you contact us, then we’ll take it from there.

Contact us if you need help

You can send us a secure message through the Internet Bank

  1. Log in to the Internet Bank.
  2. Click on ‘Manage my details and settings’.
  3. Find 'My security' at the top of the page.
  4. Scroll down and click on ‘Report unusual activity on my account’.
  5. Follow the on-screen instructions.
Log in to the Internet Bank

Or fill in our Credit Card Visa Dispute form

If you want to dispute a credit card payment, you can download and fill in our form then post it to us. We’ll get in touch if we’re able to help with your claim.

Download our Credit Card Visa Dispute form


If you’re worried the payment has been taken fraudulently, please call us as soon as possible on 0800 30 20 11 (UK) or +44 1793 65 67 89 (Abroad). These lines are open 24 hours a day, 7 days a week.