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Disputed transactions and Chargebacks

How do I query a transaction?

If your dispute is relating to travel then please visit our travel pages here.

If you don’t recognise something on your statement, or you have a problem with a retailer that you can’t sort out directly with them, then you can contact us to query, or dispute, a transaction.

You can query a transaction for a number of reasons, including if:

The process we use is called Chargeback. A Chargeback, or transaction dispute, is a process which allows you to ask for a refund when you have a problem with goods or services you’ve purchased with a credit or debit card.

If you successfully request a Chargeback, the transaction is reversed. This means we charge the merchant the disputed amount so we can return it to your account.

You can request a Chargeback on any transaction. However, you’ll normally need to request a Chargeback within 120 days from the date of the transaction you want to dispute. If you bought goods or services that are due to take place more than 120 days after the transaction date, like a holiday or a concert, this can be extended to up to 540 days after the transaction date.

If your dispute relates to an incorrect transaction amount or a duplicate transaction, you need to request a Chargeback within 90 days of the transaction date.

Depending on the reason that you need to dispute a transaction, we might need you to try to resolve the dispute with the retailer first. With all disputes, the retailer has a period of time to challenge your claim. If they have a valid reason to challenge the Chargeback we may have to re-debit your account.




Please can you look into the below as i do not recognoise it:


Transaction code:

**sensitive info removed**0033457


Transaction DateGo to this Link!11/06/2019
Posted OnGo to this Link!11/06/2019
Transaction TypeGo to this Link!Front-end fee
AmountGo to this Link!£18.49
CurrencyGo to this Link!United Kingdom, Pounds (GBP)


Hi there, we'll need to speak to you over the phone to look into this. If you have a current account then call  0345 835 3353 (24/7), if you have a credit card then call  0345 300 4278 (24/7). My colleagues will confirm some details and see what we can do to help - John

I've been charged interest on my latest statement and despite "tweeting" to get an answer it appears comments can't be made in depth so need someone to check please. Can someone help

Hi @lainey1605, I'm afraid that we also can't confirm account specific information via this channel and I would need to ask you to call us on  0345 300 4278 (24/7) to discuss. 

How do I get to talk to a person about a query I have regarding a car rental company - there is no option on your phone line for chargebacks

Hi @DHALSTEAD5555, sorry to hear about this. You can find information about the steps to take here:


Alternatively, you can call our Disputes Team on 0345 366 2711 (Mon - Fri: 8am - 6pm, Sat: 9am - 2pm) who will be able to have a chat with you about our process and see if we can get it refunded – Ainsley

Even though i have not received a service which i have paid for through my debit card, Tesco have decided that they wont be escalating my chargeback request. They haven't even looked in to at all, they have just said that they cant help. Absolutely disgraceful.

Following the collapse of Thomas Cook, my holiday to Orlando was cancelled. I have paid for excursions and additional flights (not with Thomas Cook) on my Tesco debit card and I have asked Tesco to look into claiming money back following the collapse of Thomas Cook. I was advised that Tesco wont be progressing with my disputes claim as I have paid for this via a debit card and I have had the chance to use both the flights and excursions ‘on another holiday to Orlando’ - this was not an option due to the cost and not having the refund for the Thomas Cook holiday yet - terrible service and really unhelpful.

I have waited since September 24th to hear a response from Tesco and i had to chase Tesco to get the above update on 5th November. They didn't even have the decency to contact me and update me on my claim. 


I have escalated this to Tesco management and i have been advised that this can take up to 40 days to get a response. 

I am now decided to leave Tesco and join a bank who actually cares about their customers.

Hi @Dwm14, I'm sorry to hear about this. Our Complaints team will look into this thoroughly for you and will be back in touch at their earliest convenience. We aim to resolve all complaints within 15 days, however we do have up to 8 weeks to do so. Apologies for any inconvenience - Ainsley


I have raised a dispute with Tesco credit card and received a text confirmation that the dispute has been processed and refunded to my account, which I received on the 28th October.

However, the money has not yet been refunded. Is this because I have to wait the 45 days for the retailer to challenge the dispute or do I need to call Tesco to see where the money is?

Thanks, Becky

Hi @Bexter84, I'm sorry to hear about this. If you haven't received your refund, it would be best to give our Credit Card team a call on 0345 300 4278 (24/7) so that we can check this for you! Apologies for any inconvenience - Ainsley