If you see a credit card transaction which you do not recognise or is unauthorised on your account, we can help. Read more information on what you can do and how we can help you with disputed payments on your Halifax credit card.
There are a number of reason why you might want to dispute a credit card payment. Here's a list of the most common credit card disputes that customers have claimed for.
Common examples of payment disputes include:
Things to consider - Payment dispute claims are not covered where you have changed your mind about buying a product or service.
In certain circumstances, if you have a dispute with a credit card purchase, you could be refunded for the transaction.
As a credit card customer you are protected by Section 75 of the Consumer Credit Act 1974 or the regulation for Chargebacks under Mastercard, Visa, and Amex.
If you don't recognise a payment on your credit card statement, there are a few things you can do to check if payment is genuine.
In the first instance, you should try to:
If you are still unable to identify the payment or resolve the payment dispute with the company where the goods or services were purchased, you can contact us to raise a payments dispute.
If you've been unsuccessful in your attempts to resolve a payment dispute on your account, we can help you raise a claim.
We’ll need the following information:
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.
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:
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.
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, we may be able to claim back any payments taken after the date you cancelled.
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.
We will need the following information:
If you see a transaction on your credit card account and you don’t recognise the date, amount or company name, we’re here to help.
We've put together a handy guide to help you identify these transaction, simply follow the steps on our unrecognised transactions page.
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, you may be able to claim under Section 75 of the Consumer Credit Act 1974 We will require a few things from you to enable us to review your dispute.
Visa credit cards:
Mastercard® and Amex credit cards:
If you have placed an order and received goods that are faulty, damaged, fake or not as described when the purchase was made, there are things you can do.
Before we can raise a dispute on your behalf, you must have:
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.
We will need: