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I've been charged more than once, or the wrong amount

Please choose from the drop down below for information on how to resolve.

My issue relates to a debit card transaction

We can help you to resolve the following issues:

  • You were charged more than once, using the same payment method
  • You were charged more than once, with different payment methods
  • A further transaction was taken, perhaps following a car rental or hotel stay
  • A retailer charged the wrong amount
  • A transaction has been taken on a date much later that you expected
  • You expected a refund, but instead the retailer took the money again

If you need help with any of the above, there’s no need to call as we’ve created a simple online form (opens in a new window) to make resolving this as smooth as possible.

Open the form and follow the on screen prompts. The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim. In light of the recent outbreak of coronavirus, we’re working through a large volume of claims, we aim to review your case and any documentation within 45 working days (excludes Saturdays, Sundays and Bank Holidays). Simply use our online form. (opens in a new window)

My issue relates to a credit card transaction

The best place to start if you have been charged twice by the same company on your credit card is by contacting the company who you paid.

But we realise it's not always possible to resolve a dispute directly with the retailer or supplier. If you can't resolve the issue we may be able to help you and start a claim.

It would be really helpful if you had the following information ready before contacting us:

  • The dates and amounts of the duplicated payments
  • A description of the goods or services you were paying for
  • Details of any contact you have had with the retailer or supplier to try and resolve this dispute

It's worth noting that if you have paid twice for the same purchase by another means, we will need proof of this in order to recover the money back. For example, it could be a copy of the cash receipt or another bank or card statement.

If you need further support you can chat with the Retail Disputes team through our Secure Messaging Service in the mobile app. They are available from Monday to Friday 8am-6pm and Saturday 9am-1pm. Please log into your Mobile App and select ‘message us’ and type Dispute 909.