I recognise a transaction but want to question it
If there’s a transaction on your account you think is incorrect, or there’s an issue with something you’ve purchased, we're here to support you.
What you can do before you contact us
We’ll work hard to resolve your issue as quickly as possible. However for some issues, we won’t be able to help you until you’ve done this.
I need further support with a transaction
If you need help with a transaction, we’ve created an online guide to make dealing with issues like yours as simple as possible.
We’ll ask you some questions to understand more about your situation. These questions will help us to deal with your claim as quickly as possible.
Please choose the type of transaction you need help with...
Frequently asked questions about transactions
-
Because of Section 75, if you’ve bought something with your Halifax credit card, the business or retailer and Halifax may be equally responsible if things go wrong.
So, for example, if the item or service is faulty, doesn’t arrive or isn’t as described, you may be able to claim a refund from either the business or retailer or from Halifax.
Learn more about How Section 75 protects your credit card spending. Then, if you’d like us to take your case a step further, we’ll need a few things from you:
- A written summary of your case to date.
- A copy of your contract, invoice and/or terms and conditions.
- A copy of any additional transactions made to the business or retailer that were not made on your credit card.
- Sometimes, we’ll also ask to see photographic evidence and/or warranties. This is just another way for us to collect as much information as possible.
-
A pending transaction is a transaction where the money has been put aside for the merchant to take, but hasn’t been taken yet.
The merchant will often take the money after a couple of days, but it can sometimes take longer.
Most contactless transactions appear on your statement within a few days.
If you want to query a pending transaction, we can look into it as soon as it shows on your statement page.
-
A pending transaction is a transaction where the money has been put aside for the merchant to take, but hasn’t been taken yet. The merchant will often take the money after a couple of days, but it can sometimes take longer.
Most contactless transactions appear on your statement within a few days. If you want to query a pending transaction, we can look into it as soon as it shows on your statement page.
-
First try cancelling with the company you set up the subscription with.
You can also call us or visit a branch. In order to do this we’ll need a few things:
- The name of the business or retailer.
- The date of the last transaction.
- If they haven’t taken a payment, we’ll need to know when you expect the first payment to be made.
We can’t cancel the subscription, but we can block payments. It can take 24 hours to set up a payment block, so you need to do this one working day before the next payment is due.
This will not cancel the subscription agreement itself so the company can try other ways to take money. If this happens, please contact us.
-
There are a number of reasons why a transaction can seem unfamiliar at first. If there’s a transaction on your account that you don’t recognise, visit our I don’t recognise a transaction page.