If you've got questions about specific transactions, we recommend that you get in touch directly with the company or shop involved. This is likely to be the quickest way to get the resolution you want.
If you realise you’ve paid more for an item than advertised at the time, you can ask the shop to refund the difference between what you paid and what was quoted. If you are in the UK, Citizens Advice can provide comprehensive advice on this.
If the authorised transaction’s amount is different from the settled amount and if the payment was made in a different currency from the card's currency, this may be due to currency fluctuations between the authorised date and the settled date. Read more about authorised and settled transactions here.
If you’re still worried about a transaction, you can report it to us through the web or mobile apps.
Report an issue with a transaction using the mobile app
- Log into the mobile app.
- Navigate to Transactions.
- Select the transaction you wish to report, which will open a full view of the transaction details.
- Scroll down to the bottom and expand the Additional details section.
- Tap Having issues? Tell us.
- From the list of options, choose Other issue.
- Provide as many details as possible about the issue, then tap Submit.
Report an issue with a transaction using the web app
- Log into the Web app.
- Navigate to a section with transactions (For example, Users, Cards, Transaction Reports).
- Find and click on the transaction which will open a full view of the transaction details on the right-hand side.
- Scroll down to the bottom and click Having issues? Tell us.
- From the options, choose I don’t recognise this transaction, then select Continue.
- Provide any additional information that may help our team using the text box provided. You'll need to enter something here before you can continue.
- Select Submit.
For more information on reporting an unrecognised transaction, refer to this article: What if I see a transaction I don't recognise?