Overview

Delays in processing VISA disputes because of coronavirus

Please be aware, it’s taking us approximately 6 to 8 weeks to review cases.

Before raising your claim, please try to resolve your dispute with the seller first, as we’ll need evidence of this to begin processing your claim.

Please don’t call us to check on your claim. We’ll contact you as soon as soon as we can.

Travel related dispute?

If your dispute is related to a travel payment, please read our guide to getting a travel refund before making a claim.

Guide to getting a travel refund

What are 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.

What do I need to know?

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.

Visa disputes

Play video - | Unknown visa transactions

What can I do next?

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

1. View the list of trading names

Take a look at the list of common trading names to see if you can find the name showing on your bank statement.

View the common trading names

2. Read our frequently asked questions

Read through our frequently asked questions to see if your query has already been answered.

Read our FAQs

3. Raise a Visa dispute

If you'd like to raise a dispute for an unknown or unauthorised transaction on your account, scroll down to find out what to do next.

How can I raise a Visa dispute?

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

Important:

For most types of disputes there are a few pieces of evidence we’ll need to see in order to try and get your money back for you. See our evidence guide for more info. If you register your claim using our online form, make sure to have copies of your evidence ready to attach to the form – so that we receive your claim and your evidence at the same time.

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

Debit card disputes

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Before you complete this form, you will need to have evidence that you have tried to resolve your dispute with the seller.

We will not be able to accept your claim without this.

To raise a dispute for a transaction on your Visa debit card you’ll need your customer number. Find out your customer number if you’ve forgotten it.

Complete our Debit Card Dispute form

Before you complete this form, you will need to have evidence that you have tried to resolve your dispute with the seller.

We will not be able to accept your claim without this.

To raise a dispute for a transaction on your Visa debit card you’ll need your customer number. Find out your customer number if you’ve forgotten it.

Complete our Debit Card Dispute form

To raise a dispute for a transaction on your Visa debit card you’ll need your customer number. Find out your customer number if you’ve forgotten it.

Complete our Debit Card Dispute form

Before you complete this form, you will need to have evidence that you have tried to resolve your dispute with the seller.

We will not be able to accept your claim without this.

To raise a dispute for a transaction on your Visa debit card you’ll need your customer number. Find out your customer number if you’ve forgotten it.

Complete our Debit Card Dispute form

Before you raise a dispute, you will need to have evidence that you have tried to resolve your dispute with the seller.

We will not be able to accept your claim without this.

Submit a request via the Internet Bank following these steps:

  1. Log in to the Internet Bank
  2. Hover over the Manage tab
  3. Under the Contact us heading, select Get help with a card transaction.

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.

If your reason for the dispute is not covered above, then please submit a request via the Internet Bank following these steps:

  1. Log in to the Internet Bank
  2. Hover over the Manage tab
  3. Under the Contact us heading, select Get help with a card transaction.

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.

Credit card disputes

In most instances, before you raise a dispute you will need to have evidence that you have tried to resolve your dispute with the seller.

You will be asked for this evidence when completing the form

If you'd like to raise a dispute on your Nationwide Credit Card, complete our Credit Card Dispute form.

Important:

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.


Related pages

Common trading names
Frequently asked questions