Unknown, unauthorised and disputed transactions

Every now and again, you might notice a transaction or payment on your account that you're not entirely sure about - this is classed as an 'unknown transaction'. This can often be caused by a supplier having a trading name that is different to the actual shop or company name that you might be more familiar with.

An 'unauthorised transaction' is a payment which you did not consent to. If you've identified one of these on your account, scroll down to find out what to do next or alternatively you can contact us. If you're concerned that the transaction may be fraudulent, take a look at our Fraud Awareness article for more information.

A 'disputed transaction' is a payment on your account which you'd like to challenge (this could be for a variety of reasons). If you're still not sure, or you need help with a payment you've made or goods you've received, take a look at our list of frequently asked questions.

In most cases, you'll be able to identify an unknown transaction by searching for the trading name showing on your account or by checking old receipts or invoices. However, if you believe that the transaction is unauthorised, please contact us immediately, or alternatively you can raise a Visa dispute claim.

The 'Visa Chargeback Scheme' allows us to raise a Visa dispute on your behalf, and the outcome depends on the evidence that you and the company in question can provide. There's a set period of time after the transaction has been debited in which a Visa dispute can be raised, so it's important to get in touch about it as soon as possible. Once a dispute has been raised, it could also take more time to resolve owing to the rules of the scheme and the timescales given for companies to respond.

Depending on the type of transaction showing on your account, there are a number of things you can do next:

If you’ve already contacted your travel provider and been unsuccessful, you can raise a dispute on your visa debit or credit card.

As we’re experiencing very high call volumes at the moment, please only call us if you can’t raise a dispute online.

If you'd like to raise a dispute on your Nationwide credit card, complete our Credit Card Dispute form or call us on 0800 055 66 11. Lines open 8am to 8pm Monday to Saturday, 9am to 5pm Sunday.

There are different ways to raise a dispute for a transaction on your visa debit card. The right option will depend on your reason for raising the dispute.

For some of these options you’ll need your customer number.
Find out your customer number if you’ve forgotten it

If one of the following statements applies, you can raise a dispute via our online form. (You’ll need your customer number for this.)

Select the option that best matches your situation:

If none of these options apply, the fastest way to submit a request is via the Internet Bank following these steps:

1. Log in to the Internet Bank
2. Select 'Contact us'
3. Select the 'Manage' tab
4. Select the ‘report unusual activity’ form

If you’re not yet registered for online banking, you can sign up in minutes and submit your dispute online.

Or call our Visa Dispute team on 0800 30 20 11. Lines are open 8am to 5pm, Monday to Saturday.