If you spot a transaction on your account you don’t recognise, here are a few checks that might help to identify it.
A pending transaction is a recent transaction you've made that hasn't been fully processed yet. You can look at your pending transactions in Mobile Banking or Online Banking. Once logged on, choose the account you wish to view and you’ll see pending transactions at the top of the page.
To cancel a pending card payment, you’ll need to contact the merchant or seller and ask them to cancel it.
If you need help with a payment once it’s no longer showing as pending, then please visit our card disputes page for more information.
If anyone else has access to your account, check to see if they’ve made the transaction.
Many online services now use a subscription plan that’ll automatically bill you after an initial free or discounted period expires. Check any services where you've previously subscribed but haven't cancelled.
For example, Amazon charges an annual fee for their Amazon Prime service which is automatically taken from your account each year unless you cancel. If you see an unrecognised transaction from a retailer known to you, it's worth checking directly with them before contacting us.
For more information on payments like this, please see our future-dated card payments page.
If you bought something in a foreign currency, the exchange rate conversion is very likely to show a different amount in Sterling.
Some businesses, especially online services, use a different name on your statement to the one you may recognise. Use a search engine to browse for the name appearing on your transaction to see if it’s associated with the business name that you recognise.
See our top 5 most commonly unrecognised transactions
| Unrecognised company | What could it be? | What should I do |
|---|---|---|
| WLY*COMPLETESAV | Complete Savings UK, an online savings programme | Contact the company in the first instance |
| Amazon Prime | Membership for Amazon's TV, films and next day delivery services | Contact the company in the first instance |
| TFL | Transport for London | Contact the company in the first instance |
| DRI*AVG | Antivirus Software subscription | Contact the company in the first instance |
| Netflix | Online streaming service | Contact the company in the first instance |
If you do recognise the transaction, but the goods or services you bought aren’t as expected or haven’t arrived, then please see our card disputes page.
Still need help?
If you still don't recognise a transaction after these checks and think this could be fraud, please contact us straight away so we can help you.