Payment disputes.

Disputing a payment on your Halifax credit card

Information and frequently asked questions on how we can help you make a claim for disputed payments on your Halifax credit card.

For a dispute on your Halifax bank account debit card, please see the debit card disputes page.

1I want to cancel a subscription, how can I do it?

We can assist in cancelling future recurring payments from your account. You may also try to cancel with the company yourself. If you have previously cancelled a subscription, see FAQ 2 for more information.

How we can help:
All you need to do is contact us. If the company hasn’t taken a payment before, you will need to contact them directly to prevent the payment being taken from your account.

To help, we’ll need:
We’ll need the name of the company and the date of the last payment or, if they haven’t taken a payment, when you expect it to be first paid.

2A payment has been taken after I cancelled my subscription, how can I claim my money back?

How we can help:
We may be able to claim back any payments taken after the date you cancelled. All you need to do is contact us with the name of the company and the date of the last payment and the date and method you used to cancel the payments.

3I don’t recognise a payment on my account, what should I do?

If you’re not sure about the details of a transaction on your account it may be that you don’t recognise the date, amount or company name. Please contact us with your account details, the date of the payment and the name that appears on your statement and we’ll do our best to help.

Helpful hints:

  • Have you checked with all account holders?
  • Have you made a similar payment to a company with a different name which hasn’t shown on your account?
  • Have you used another company to make a purchase? For example Amazon, eBay, PayPal?
  • Have you searched online for the company name?

How we can help:
If the payment you don’t recognise is to a hotel or a car-hire company that you have used, this may be a payment known as a ‘final audit’. If so, please see FAQ 15 for more information.

4A company has charged me the wrong amount, what can I do?

How we can help:
Please contact us with your account details, the date of the payment and the name that appears on your statement and we’ll do our best to help. You may be able to claim under Section 75 of the Consumer Credit Act 1974.

5I’ve been charged more than once for the same transaction, what can I do?

How we can help:
If you’ve been charged more than once for a purchase made through the internet, mail order or over the phone, we may be able to claim the amount back from the company. If this has happened to you please contact us.

Where you’ve entered your PIN twice at point of sale, we recommend that you seek assistance from the company first. They may be able to process a refund to your account.

If the company has given you a refund receipt, but no refund is showing on your statement, see FAQ 11 for more information.

You may be able to claim under Section 75 of the Consumer Credit Act 1974 - see FAQ 16 for more information.

To help, we’ll need:

Visa credit cards

  • Details of when the payment was made using the internet, mail order or telephony. We’ll need the date, amount and name of each payment showing on your statement for us to review your dispute further.

MasterCard and Amex credit cards

  • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given.
  • Confirmation that your card was in your possession at all times.
  • If there was any error at point of sale which resulted in you having to enter your PIN twice.

6I haven’t received something that I ordered, what should I do?

How we can help:

If the date you were expecting to receive your goods or service has passed or you’ve received written confirmation you won’t receive the goods or service, we can review your dispute.

You may be able to claim under Section 75 of the Consumer Credit Act 1974 - see FAQ 16 for more information.

To help, we’ll need:

Visa credit cards

We need you to contact us after the date you expected the services or goods, or 15 days after it shows on your statement if you didn’t receive a delivery date. When you contact us we’ll need to know the date and the amount of the payment that was taken from your account and the name of the company it was paid to. We will also need to know the following to progress the claim

  • A detailed description of the item or service ordered.
  • The expected delivery date for the goods/services.
  • Confirmation of the delivery address.
  • How you tried to resolve this with the company and any response given.

MasterCard and Amex credit cards

We need you to contact us after the date you expected the services or goods, or 30 days after it shows on your statement if you didn’t receive a delivery date. For us to review your dispute further we will require a few things from you to enable us to investigate:

  • A covering letter with a full summary of your dispute advising us of the goods or services ordered and stating that they have not been received.
  • An invoice showing what was ordered.

Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

7I’ve received something different to what I ordered, what can I do?

If you believe the goods are fake or counterfeit, see FAQ 10 for more information.

How we can help:
If what you received differs from what is stated on your invoice we may be able to raise a claim in an attempt to retrieve your money back from the company.

You may be able to claim under Section 75 of the Consumer Credit Act 1974 - see FAQ 16 for more information.

To help, we’ll need:

Before we can raise a dispute, you must have tried to resolve the issue with the company and returned the goods. We need proof of the return of the goods. From the date the items have been returned, we must allow the company 15 days to provide either a refund or replacement items.

If you don’t receive a refund or replacement after 15 days from the return date, we will require a few things from you to enable us to investigate:

  • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given.
  • An invoice showing what was ordered.
  • Proof of what was received (including details of differences).
  • Proof of return to the company and proof the company have received the returned goods (If returning goods, we suggest you use a traceable method).

Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

8I’ve received faulty or damaged goods, what can I do?

How we can help:
If the item is faulty or damaged when you receive it and you have been unable to resolve the issue with the company directly, we may be able to raise a dispute against the company for the amount paid.

You may be able to claim under Section 75 of the Consumer Credit Act 1974 - see FAQ 16 for more information.

To help, we’ll need:

Before we can raise a dispute:

  • You must have tried to resolve the issue with the company.
  • You must have also attempted to return the goods or made them available for collection to the company.

When returning goods we suggest you use a traceable method as we will need proof of the return.

We must allow the company 15 days to provide either a refund or replacement items. If you don’t receive a refund or replacement after 15 days from return date, we will require a few things from you to enable us to review your dispute:

  • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given.
  • An invoice showing what was ordered.
  • Proof of what was received (including details of any fault or damage).
  • Proof of return to the company and proof the company have received the returned goods (If returning goods, we suggest you use a traceable method).

Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

9An item I’ve purchased has developed a fault, what can I do?

Where goods were received in working order but later developed a fault, you may be able to claim under Section 75 of the Consumer Credit Act 1974 - see FAQ 16 for more information.

10I have received counterfeit goods and a letter from Customs and Excise, what can I do?

How we can help:
If your goods have been seized at Customs and you have received a letter confirming this, we can use this letter as supporting documentation to assist in a claim to obtain a refund for the items you purchased.

If you received goods that you believe are fake, we can help you to claim the money back if we have evidence of this.

You may be able to claim under Section 75 of the Consumer Credit Act 1974 - see FAQ 16 for more information.

To help, we’ll need:
Some brands provide online assistance to confirm goods are counterfeit. For example, Ugg allow you to check if the company you purchased from is genuine. We can use this as supporting evidence to assist in securing your refund.

We will require a few things from you to enable us to review your dispute:

  • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given.
  • A confirmation or invoice of what was ordered.
  • Proof of what was received (including confirmation from ‘an expert in the field’ or customs that the item was fake).
  • Confirmation of the current location of the goods.
  • The date you received the goods or customs and excise letter.

Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

11A refund is not showing on my statement, what can I do?

How we can help:
If the company tells you they will refund you, we must wait 15 days to see if that refund does show on your account. If it hasn’t been 15 days yet, we recommend that you discuss your concerns with the company.

We recommend that you try to resolve these issues with the company in question first; they may already be aware of the problem and be happy to resolve the issue for you.

You may be able to claim under Section 75 of the Consumer Credit Act 1974 - see FAQ 16 for more information.

To help, we’ll need:
If you haven't received a refund after 15 days from the date on your refund voucher, we will require a few things from you to enable us to review your dispute:

  • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given.
  • A copy of the refund voucher showing at least the last 4 digits of the card refunded, the date of the refund and the amount of the refund. If you do not have a refund voucher, we suggest you raise your concern with the company.

Once we receive the documentation, we will be happy to assist. We recommend that you only send in photocopies of receipts and invoices.

12I expected a better quality of goods, what can I do?

How we can help:
You may be able to claim under Section 75 of the Consumer Credit Act 1974 - see FAQ 16 for more information.

13I ordered samples/free trials and I’ve incurred extra costs, what can I do?

You may have been asked to enter personal details for postage and packaging of sample products or trial terms. At the time, you may not have realised that the company was asking for permission to take further payments from your account through their terms and conditions.

How we can help:
We may be able to help you if you have cancelled with the company before they have taken a payment or if you wish to stop future payments from being made to the company, or if you haven’t received goods that were paid for.

If you’ve previously cancelled, see FAQ 2 for more information.

If you wish to cancel future payments, see FAQ 1 for more information.

If you haven’t received samples or goods, see FAQ 6 for more information.

14I’ve been charged a fee to search for a loan, what can I do?

Sometimes when you’re seeking a loan online, you may be charged an administration or broker fee. These are charged by the company for searching for a loan on your behalf.

How we can help:
If you have not searched for a loan, or you have contacted the company and they do not hold any of your details, we may be able to raise a claim, see FAQ 3 for more information.

If you have searched for a loan, we suggest that you speak directly with the company you used. Broker’s terms and conditions often advise that if they are unable to find a loan, your details may be passed on to other companies to perform a similar service.

15I’ve been charged extra by a hotel, cruise ship or car hire company, what can I do?

How we can help:
If the company has not made you aware of why they have taken a further payment, we will review the details of your dispute to see if we can assist you in securing a refund. We need to try to contact the company first to see if they are able to provide you with a reason for the extra payment. The company may be able to provide a valid reason or may provide you with a refund themselves. If the company is not willing to assist, we may be able to help.

You may be able to claim under Section 75 of the Consumer Credit Act 1974 - see FAQ 16 for more information.

To help, we’ll need:

Visa credit cards

To raise a claim where you haven’t been informed of a payment being taken from your account, we will need you to contact us. It will also help your case if you are able to tell us how you have tried to resolve the dispute with the company as this may assist in the claim.

MasterCard and Amex credit cards

We will require a few things from you to enable us to investigate:

  • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
  • A copy of the original invoice

16I want to make a claim under Section 75 of The Consumer Credit Act 1974, what should I do?

How we can help:
Section 75 of The Consumer credit Act 1974 gives credit card customers legal rights if they’ve paid for goods or services using their credit card. It applies when the total price of the goods or services is between £100 and £30,000 and all or part of the purchase price was made using a credit card.

If you’ve bought something using your credit card, the credit card issuer and the merchant may be equally liable for compensating you if things go wrong. For example if there's a breach of contract or misrepresentation by the merchant against you, you may be able to successfully claim a refund through us.

To help, we’ll need:
We will need to show that the company has not complied with their legal obligations or has misled you. For all cases we will need the following documentation:

  • A full covering letter detailing the exact nature of your claim and what you have done so far to resolve it directly with the company.
  • A copy of your invoice, contract and terms and conditions – if available.
  • A copy of all additional payments made to the company that are not on your credit card.

Depending on the circumstances of your claim we may also need any other supporting evidence which is related to the case. For example, evidence that the company is no longer trading, copies of warranties, photographic evidence etc

We recommend that you only send in photocopies of receipts and invoices.

17Contacting Us

If you have any questions regarding this page, please contact us:

By Phone

MasterCard, Amex and Visa credit cards:

Call us on 0345 944 4555 (+44 1702 278 430 if calling from outside the UK).

By Post

If you don’t wish to speak to our helpline and have the required documentation, please send the details to Lloyds Banking Group PLC (including Halifax) at:

Lloyds Banking Group PLC
Pitreavie Credit Card Operations
BX1 1LT

Don’t forget to tell us if your claim relates to Section 75 or a General Dispute and to include the last four digits of your card number.

Please see our contact us page to get in touch about anything else.

 


Halifax Credit Cards are issued by Bank of Scotland plc, Registered in Scotland No.SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration no. 169628.

We subscribe to The Lending Code.