Steps to take when you don’t recognise a transaction
1. Check the retailer's name
Try an internet search of the name that appears on your statement. Sometimes retailers trade under different descriptions.
Some common retailer names can be found on our Retailer reference table.
2. Look at other transactions made around the same time
This might remind you where you were when the unrecognised transaction was made.
3. Did you make a purchase in another currency?
A transaction made in a foreign currency could appear as a different amount on your statement because of exchange rates.
4. Check for additional charges
Some companies like hotels, taxis, airlines or hire cars can add additional charges that show up separately on your statement.
5. Check your emails for receipts or purchase confirmations
There may be one that matches the amount of the unrecognised transaction. This could be received the same date or earlier and show a retailer name different to the one appearing on your statement.
6. Check with any additional cardholder
Someone that you share your account with may have made the transaction.
7. Consider if you've signed up to a free trial
A free trial may have expired and you're now paying for the goods or services. Check the free trial period and terms and conditions.
8. Check if it's a repeat payment or subscription
Does the same transaction appear on your statement from one month or one year ago? It could be a payment you set up in the past.
After these checks:
How to dispute if the transaction is still unrecognised
If you're already registered for Digital Banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can. Learn more about MOBI
If you’re not registered for Digital Banking, you can chat with MOBI only on selected pages on our website.
You can 'Chat with us' via...
What else do I need to know...
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