Online banking

Online banking

Showing results for 
Search instead for 
Did you mean: 

Disputed transactions and Chargebacks

I’ve not received a refund from a company I purchased goods and services from

If you’ve not received a refund that you are due from a retailer then we may be able to reimburse you. We must allow up to 15 calendar days for the retailer to issue a refund.

To request a refund, please download and complete the refunds not received form and email it to us at

We recommend using a laptop or PC to do this. If you are using your mobile, you will need to save the form to your files before completing the fields and emailing it.

When completing the form, please make sure you have the following information available:

  • Your credit card number or your sort code and account number
  • The date and merchant name on the transaction you want to dispute (you can find this on Online Banking, the Mobile App or your paper statement)

If you’ve returned goods for a refund, we will ask you to provide:

  • Proof of the return, such as tracking details
  • Evidence that you returned the goods in line with the retailer’s returns policy or instructions.

If you’ve cancelled a purchase and not received a refund, we’ll ask you to provide proof of the cancellation.

We'll process your request and contact you when complete, or if we need further information. Due to extraordinary demand in our contact centres, it may take longer than usual to process your request.


Hi @heb999, I'm sorry to hear that. Can you send @Tesco-Bank a private message so I can look into this? - Ross

Hi @Daleslass41, can you try this in a different web browser and let me know how you get on? 

Kevin (one of your team) sent me a message. When I try to respond I get the following message - None of the users have PM enabled. Message will not be sent.

Hi @heb990, I can see that we have replied via private message. 

Typical, I finally get a response to my dispute and it’s by text to say they need to speak to me and give me a number to call that just gives a recorded message and cuts off. Come on thats nothing to do with staying safe and everything to do with poor service. 

Hi @Gary1812, I'm sorry to hear about that. Can you please send us over a private message to Tesco-Bank confirming your full name, DOB and postcode? I'll then be able to take a closer look.

I sent my details by private message over 2 weeks ago now and still nothing! 
A simple acknowledgement would be good, I mean how hard can it be? 

Shortly before lockdown I placed a click-and-collect order and payment was taken from my card. I was subsequently unable to collect, due to their restrictions, and requested a refund, but the vendor is now claiming I picked up my order on the same day I placed the order. Their procedure is that the payment card is presented and pin-verified to allow collection. Is there any record kept by Tesco bank to confirm that this never occurred with this vendor?

I'm sorry to hear this @Jugador. Please send another private message to @Tesco-Bank and we will look at this for you.

Hi @weemac2010, I'm sorry to hear that. Please send us a private message to @Tesco-Bank and we will look into this for you.