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Transaction support

I don't recognise a transaction

If there’s a transaction on your statement you don’t recognise, here are some quick checks that might help you get to the bottom of it.

Tips to help you identify the transaction

Same time? Same place?

Take a look at any other transactions from around the same time. This may remind you of where you were when the transaction that you don't recognise was made.

Think about exchange rates

If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of purchase.

Look out for additional charges

Some retailers, such as hotels, taxis, airlines or hire cars, can add additional surcharges.

Double-check your receipts and your inbox

Dig out your receipts to see if you have any from the same day and for the same amount. You may also have received a confirmation or receipt by email - this might show a different retailer name than the one on your statement. 

Check the retailer's name

Retailers sometimes trade under different names, so the one on your statement might not be what you expect. Try entering the retailer's name into a search engine to find out more.

Ask another account holder

If someone shares your account, they may have made the transaction.

Check repeat payments

Could this be an auto-renewing subscription or ongoing payment that you’ve set up in the past?

Free trials

If you've signed up for a free trial recently, check the free trial period and terms and conditions. The free trial may have expired and you may now be paying for goods or services.

If you’re still not sure, our list of frequently disputed transactions may help

Still don't recognise a transaction?

Here's what to do – but please don't call unless you think there's been a fraudulent card transaction, payment or authorised payment scam:

For debit card transactions:

  1. Log on to our Mobile Banking app
  2. Select the current account transaction you need more information about 
  3. You can see enhanced transaction details, including retailer name and logo
  4. If you want to dispute the transaction, go to 'Support' tab and select the 'Query a transaction' menu option 

If you wish to dispute another type of transaction, you can use our disputes help tool

For Bill Payments including Push Payment Scams:

Call us 03457 404 404 or if abroad: +44 1226 261 010.

Premier customers call us on: 03457 707 070.

It's easy to answer your query online. Visit our Help page to find out how.