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, start by contacting the business or retailer.
If you’ve already made contact with them, please read on. If you have a transaction you don’t recognise, please read our I don’t recognise a transaction page.
Understand your rights
Transaction issues are often resolved faster by contacting the business or retailer directly. They will be able to look at your case in more detail and it may save you some time. It’s important to understand your rights because they usually determine how we can help you..
Making a claim for a cancelled package holiday, flights or accommodation
If you’re struggling to get a refund from the travel provider, we may be able to support you.
- Visa disputes relating to travel can be raised once 30 days have passed from being advised that any travel services have been cancelled.
- MasterCard disputes relating to travel can be raised as soon as the service date has passed or after a cancellation notice has been given.
If you paid with a Halifax debit card and use Online Banking or our Mobile Banking app, the easiest way to understand your options and raise a claim, is by signing in, and following the below 3 steps:
- Go to your statement screen and select the transaction that you would like to dispute (e.g. the payment made for your holiday).
- Click ‘Help with this transaction’ at the bottom of the screen.
- Select the question ‘Travel plans no longer going ahead? Find out if you can get your money back’.
If you paid with a Halifax credit card, by other means or are not registered for Online Banking or our Mobile Banking app, you can still use our handy travel disruption tool for guidance on the options available to you.
Give me some examples
Frequently asked questions
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.
You can claim for a cancelled package holiday, flights or accommodation using our Mobile Banking app, if you paid with a Halifax debit card, just follow these 5 steps:
On your statement screen, select the payment you want to dispute. This could be a holiday or flight you have purchased.
Select the question ‘Holiday no longer going ahead? Find out if you can get your money back’.
When you’re ready to proceed click ‘Get started’.
You’ll need to check the details we hold for you are correct before clicking ‘Continue’.
Calls and online sessions may be monitored and/or recorded for quality evaluation, training and to ensure compliance with laws and regulations. Not all Telephone Banking services are available 24 hours a day, 7 days a week.