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Disputed transactions and Chargebacks

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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: you think a transaction has been charged to your account without your permission you’ve bought something but haven’t received it you’ve booked a flight or holiday, but the company have gone bankrupt you’ve been signed up to a subscription service without your permission you’ve continued to be charged after you cancelled a subscription you’ve received counterfeit goods you’ve been charged additional amounts by a car rental company, hotel or cruise ship without your permission you’ve bought something but it’s arrived faulty, damaged or not as described you haven’t received a refund that you’re properly due you’ve been charged twice for one purchase you’ve been charged the wrong amount for something 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.
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If you don’t recognise a transaction on your account, you can contact us for assistance. It’s worth considering a couple of things first: Does the retailer have a different trading name on your statement? We’ve put together a list of common retailers and their trading names below – this may help you to identify the transaction. Have you signed up to a subscription, or taken advantage of a free trial where you’ve been asked to enter your card details? If you have any additional cardholders, have you asked them if they recognise the transaction? Can you contact the retailer and ask them what the transaction is for? If you still aren’t able to identify the transaction, you can phone us on 0345 300 4278 (Credit Cards) or 0345 835 3353 (Current Accounts) and we can help. So we can help you as quickly as possible, 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 don’t recognise (you can find this on Online Banking, the Mobile App or your paper statement)   If you believe you’ve been a victim of fraud , contact us immediately on 0345 366 1281. Common Retailers Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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If you were given a specified delivery date, please contact us for assistance if this date has passed . If you weren’t given a specified delivery date, please allow enough time for it to be delivered before getting in touch . If you ordered something on a Mastercard card, please allow 30 days; if you have a VISA card, it’s 15 days . You can phone us on 0345 300 4278 (Credit Cards) or 0345 300 4278 (Current Accounts). So we can help you as quickly as possible, 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) A description of the goods or services you purchased The date that you were meant to receive the goods or service (if one was given to you) Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.  
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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. You can phone us on 0345 300 4278 (Credit Cards) or 0345 835 3353 (Current Accounts). So we can help you as quickly as possible, 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. Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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If you’ve been charged twice for the same purchase in error, we may be able to reimburse you via Chargeback. So we can help you as quickly as possible, 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 transactions you want to dispute (you can find this on Online Banking, the Mobile App or your paper statement) You can phone us on  0345 300 4278 (Credit Cards) 0345 835 3353 (Current Accounts) .  Please note, you only have a maximum of 90 days from the purchase date to request a Chargeback for this type of dispute. Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.  
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If you have a recurring payment or subscription coming out of your credit card or current account that you’d like to cancel , you can either attempt to contact the retailer directly  or get in touch with us for assistance. So we can help you as quickly as possible, 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) The last date the retailer took a payment If you’ve already cancelled a subscription but the company is still charging you, follow our advice here. You can phone us on  0345 300 4278 (Credit Cards) or 0345 835 3353 (Current Accounts) .  Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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If you’ve been charged the wrong amount we may be able to reimburse you via Chargeback. So we can help you as quickly as possible, 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) We will ask you to send us evidence of the amount you should have been charged, like an invoice, order confirmation or receipt.  You can phone us on  0345 300 4278 (Credit Cards) or 0345 835 3353 (Current Accounts) . Please note, you only have a maximum of 90 days from the purchase date to request a Chargeback for this type of dispute. Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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Before we can assist you, you’ll need to contact the retailer to try and resolve the dispute. If something you bought was delivered damaged, you must report this to the retailer immediately. If you can’t resolve the dispute with the retailer, we may be able to help. You can phone us on 0345 300 4278 (Credit Cards) or 0345 835 3353 (Current Accounts) – just make sure that 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)   We’ll ask you to provide a description of the goods and details of what is wrong. In some cases, we will ask you to provide evidence from an independent expert confirming the problem. You will also need to attempt to return the goods to the merchant and we may ask you to provide proof of this. Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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If you cancelled the subscription before the transaction(s) debited, we may be able to reimburse you via Chargeback. So we can help you as quickly as possible, 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) Details of how and when you cancelled the subscription You can phone us on  0345 300 4278 (Credit Cards) or 0345 835 3353 (Current Accounts) .  If you want to end a subscription but haven’t done so yet, follow our advice on cancelling subscriptions.  Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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Below is a list a of common retailers and their trading names to help identify transactions on your statement. The name that appears on your statement Their trading name or company name (if different) and service they provide 121money.com A credit broker who specialise in short-term borrowing, currently trading under SupaLoans. 247 Moneybox A loans company who offer short term cash advances/payday loans. Adrian Flux Insurance An insurance broker, proud to cover all kinds of cars from classic, vintage to heavily modified sports cars. AlcudaBill Billing service for various online dating services. Allpay A payment service which carries out transactions for local councils, utilities and housing associations. Amazon Prime Your monthly subscription to Amazon - faster delivery, TV & Music streaming services. Arcadia Arcadia Group own Burton, Dorothy Perkins, Evans, Miss Selfridge, TopMan/TopShop, Wallis and Outfit. AVG Internet Security Providers of anti-virus software and tools to help keep you safe online. B365 Internet Bet365 – sports betting app and website. Badoo A dating app and social networking website - it’s free to use but there are additional services you can pay for.  Similar to Tinder, Bumble or Plenty of Fish. Big Savings Club Online discounts and vouchers for paying members, often offers a free trial to begin with. Capita An outsourcing organisation. They take care of services for both public and private sectors - for example, TV Licence payment services. Castle Finance Direct A loan application website. They charge you for referring you to lenders. CHB Child Benefit payment Chequeless The Money Shop. Short-term cash advances and payday loans. Completesave.co.uk WLY*COMPLETESAVE.CO.UK Complete Savings UK – a monthly membership for an online savings programme that starts out as a free trial. Creditconfidential.com An online service that offers you access to your credit report and rating for a monthly membership. Often starts out with a 15-day free trial. Credit Expert A membership service to your Experian credit report and score.  Often starts with a 30 day free trial.     Domestic & General They provide warranties and protection plans for domestic appliances like boilers, dishwashers and consumer electronics. EE A mobile and broadband provider, formed through the merger of Orange and T-Mobile. Epoch.com Epoch provide payment services to online merchants, including adult entertainment sites.  Equifax Ltd A credit reporting company, who offer a membership service which allows you access to your credit report and score. Often starts with a 30 day free trial.     GB Discounts An online membership programme that charge a monthly fee in return for access to offers, discounts and vouchers. G I Ltd A UK betting shop, bingo and casino operator. Their biggest brands are Gala Bingo and Coral. Global Personals Operators of a portfolio of thousands of online dating and social networking websites, including Dating Republic, Dating Agency, Love2Meet and Singles 365. Goldex Inv A franchise owner for Costa Coffee who run cafes in the south east of England. Grattan An online catalogue retailer, selling fashion, home and garden products. HomeLet A tenant referencing and lettings insurance company. Home Retail Group The group name for retail brands such as Argos and Homebase. Home Bargains A discount retailer owned by TJ Morris. H3G Company name of the mobile network, Three Mobile. Kingfisher Owners of B&Q and Screwfix. Knowhow   TEAM KNOWHOW-CLOUD Technology servicing, repairs and support service, sold at Currys, PC World and Carphone Warehouse. LBK Ladbrokes - a betting and gaming company. Littlewoods An online catalogue retailer. They often offer repayment options. Live Career A service offering support in preparing a CV and letters. Lending Stream A short-term lender offering lower value loans over a period of six months. Lowell Group A debt recovery service. MBNA A credit card provider. McAfee Virus protection and online safety software. A lot of their software is charged annually. MoneyPlus Group One of the UK’s largest debt solutions companies. They purchased Clear View Finance in 2014. Mr Lender Short-term lenders. The trading name of PDL Finance Limited. My Credit Tracker Credit support services in exchange for a monthly fee. Netflix An online streaming service for TV and movies. You’ll often get a free trial, but afterwards there’s a monthly fee. Norton Symantec’s anti-virus and online security software. They often charge an annual fee. NWBS Nationwide Building Society NW Card Services NatWest’s credit card services. Paddy Power A betting shop, best known for their online and telephone betting services. PayPal An online payment service, which also supports bank transfers.  A popular checkout option for EBay, Amazon and online retailers. Payref.info They manage payment services for online dating websites.  This reference is usually associated with a subscription of a service or product. Pounds to Pocket Short-term lender, who offer small loans over a 12 month period. Premium Credit They provide individuals and businesses with loans to pay their insurance premiums, school fees, membership fees, season tickets and more. Quick Quid A short-term lender, who offer payday and short term loans. Rewards Now A membership programme offering discounts on retail brands.  After the initial free trial, you pay a monthly subscription. WLY* SHOPPERDISC.CO.UK Shopper Discounts & Rewards – they charge a monthly fee in exchange or discounts on online retailers. They start charging once a 30-day trial period finishes. Sony Ent Network Sony Entertainment Network – charges could relate to a PlayStation Plus membership, or purchase of a game. Spotify A music streaming service with both free and paid services. TfL Transport for London. If you use public transport in London, including the Underground, Overground, buses, or trams, this may appear on your statement. Ticketmaster Ticket provider – they do theatre, concerts, sports event and more. Wonga Short-term lender, offering payday and short term loans.
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