Problem transaction on your card?
Found a transaction you don’t recognise, or having a problem with a purchase you’ve made? Find out all you need to know in our useful guide.
Found a transaction you don't recognise?
We understand it can be worrying when you don’t recognise a transaction on your account. We’ve detailed some steps below that you can take before you contact us that may help you recognise the transaction.
Search the company's name
Search the company name on a search engine like Google. Some companies use a different name and it may be one you don’t recognise.
Check with additional card holders
If there’s an additional cardholder on the account, check with them to see if they recognise the transaction and check with family members. For example, it may be linked to an app store purchase.
Review your free trials
Have you signed up to a free trial recently? Sometimes, a free trial may have expired and a payment was taken. Check the terms and conditions of any agreement and speak to the company about the transaction.
Check with the company
If you know the company but the amount looks different to what you expected or is a duplicate, use the details on your receipt or their website to speak to them, as they may be able to sort it out.
Check foreign transactions
Have you used your card abroad or made a purchase from a company outside the UK? Check the exchange rate, as it’s likely to show a different amount to the one you were expecting.
If you’ve tried our helpful steps and still don’t recognise the transaction then call us on 0330 099 3000* and we’ll help right away.
Having a problem with something you've bought on your Vanquis credit card?
If there’s a problem with something you bought on your credit card, you might want to dispute the transaction to claim back what you paid. You can do this with us in two ways – chargeback or Section 75.
Before you get in touch with us to start the claim, try to sort the problem with the company first. If you don’t get anywhere with them, let us know why you’d like to raise a claim and we’ll do our best to help.
Here are the details on how you can contact us.
Keep in mind, this guide offers general information about card disputes and each case will be different.
To report fraud, check out our fraud information.
How to make a claim – you’ve got 2 options
Option 1 – Chargeback
How does it all work?
If something goes wrong with your purchase, we might be able to get the money back for you from the company. This is known as a chargeback. There are no guarantees on the outcome but we’ll follow the process with rules set by Visa.
When can I make a chargeback claim?
There are lots of reasons you might be able to get a chargeback, like:
- if you bought something and didn’t receive it
- if you bought something that turned out to be faulty, fake or broken (you may need to return what you bought for us to help)
- if you’re charged the wrong amount or charged twice by mistake
- if you’re charged after cancelling a subscription
It’s best to let us know as soon as you spot a problem with your purchase and / or transaction. We can then start a claim when the transaction shows on your account.
Usually, you’ll need to ask for a chargeback within 120 days of the transaction or when you were due to receive what you bought. If you raise it after that, we may not be able to help. Also, you can’t make a chargeback claim if you’ve already had a refund from the company.
What do I need to make a claim?
Keep anything related to your purchase handy when you raise a dispute, including:
- the company's name
- the date you paid and how you paid it - for example, in store, over the phone or online with your card (or even through a payment service like PayPal or Klarna)
- a detailed description of the goods or services you bought and when you should get them
- the receipt or invoice
- details of what went wrong
- proof you returned the goods
- any communication you’ve had with the company about the problem
If you’re struggling to get any of this information, please let us know. We might ask for more details once you’ve made your claim. To make sure we can review your dispute, it’s best to share any information you have as soon as you can.
Option 2 - Section 75
What are your rights when you pay with a credit card?
Section 75 is part of the Consumer Credit Act 1974, covering certain credit card purchases between £100 and £30,000. If something goes wrong with your purchase, you might be able to get some or all your money back if:
- the company you bought the goods or services from breaks their contract with you
- you decided to buy the goods or services based on false information (also known as a misrepresentation)
- the company has gone out of business
Whether a claim is valid will depend on individual circumstances. If Section 75 doesn’t apply, you might be able to get a chargeback.
Just so you know, transactions made by an additional cardholder are not covered by Section 75.
How long do I have to make a Section 75 claim?
You should make a claim within 6 years of buying the goods or services (5 years in Scotland).
What do I need to make a claim?
Every claim is different and we review them individually. Make sure you keep anything related to your claim as we might need it during our review.
To start your claim, you’ll need:
- details of what you bought
- details of the issue with your purchase
- details of how the goods or services were sold to you (like an advert)
- the company's terms and conditions and any contract you received
- any communication you’ve had with the company to try and sort the problem out
*Call charge information
Network charges may apply. Calls to 01 and 03 numbers from UK landlines and mobiles are normally included in free plan minutes if available; otherwise calls to 03 numbers cost the same as calls to 01/02 prefix numbers. Calls to 0800 or 0808 numbers are free from mobiles and landlines. Find opening times here.