I cancelled a recurring card payment but it’s still being taken

Make a note of the date you cancelled and the payments that have been taken since, and have this to hand.

If you cancelled with the company taking the payment

Contact them again and tell them the date you cancelled. Ask them to refund any payments taken after this and to stop any further payments. If you can, get written confirmation that they’re cancelling the payment and refunding your money.

If you’re not having any luck cancelling with them directly, please contact us – we’ll be able to help you.

If you asked us to cancel it for you

Has it been less than 48 hours?

It takes up to 48 hours to block a recurring card payment. If the payment leaves your account before then, we’ll refund the money back into your account.

If it’s been more than 48 hours

We’ll have put a block on the company name to stop them taking the money. Sometimes a company will take the payment using a different name, although this is rare. Get in touch with us again and we’ll look into it for you.

Contact us if you need help

When you contact us, please tell us:

  • the company name or payment you’re trying to stop
  • the date you cancelled the payment
  • whether you cancelled it with the company or through us
  • the payment(s) that has been taken since.

If it's a debit card

Please call us on 0800 30 20 11 between 8am and 8pm. 

Alternatively, you can send us a secure message through the Internet Bank:
  

  1. Log in to the Internet Bank.
  2. Click on 'My messages' at the top of the page.
  3. Click on 'Compose new message'.
  4. Follow the on-screen instructions.
Log in to the Internet Bank

If it's a credit card

Please call us on 0800 055 66 11. This line is open:

  • Monday to Friday 8am - 8pm
  • Saturday 8am - 8pm
  • Sunday 9am - 5pm