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How do I query a debit card transaction?

If you don't recognise a transaction, have been charged twice for something , or not received an order or service you have paid for, we recommend you follow these steps first:

  • Search the retailer name quoted on your statement using a search engine such as Google or Bing
  • Contact the retailer directly to establish what you have been charged for and if necessary, initiate a refund.
  • If you are unable to identify the retailer review our Merchants List (opens in a new window) to see if the retailer has a different trading name to the one shown on your statement.
  • If you have been unable to resolve the issue with the retailer directly and want to challenge the transaction we can help you claim a refund