Practise reporting an unrecognised transaction and asking what happens next.

The idea

Identify the transaction by date and amount, say that you do not recognise it, and ask how to dispute the charge and follow the investigation.

Examples

  • There is a payment on my statement that I do not recognise.
  • The transaction was recorded on Friday for eighty pounds.
  • I have checked with the other cardholder, and neither of us made it.
  • Could you explain how I can dispute this charge?
  • Will my card remain active while you investigate?
  • Please tell me when I should expect an update on the case.

Read-aloud uses a synthetic English voice on your device. Quality and availability vary; it does not assess pronunciation.

Watch out

An unfamiliar merchant name is not necessarily proof of fraud; report what you know without claiming certainty.

Try it yourself

  1. Complete with the verb meaning formally challenge: I would like to ___ a payment that I did not authorise.

    Show answer or example answer

    dispute

    dispute signals that you are contesting the payment.

  2. Complete with the identifier used to track a case: Can you give me a case ___ so I can follow up?

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    number

    number identifies the case when you contact the bank again.

  3. Complete with the word meaning after this: What happens ___ while the bank investigates?

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    next

    next asks about the following step in the process.

Use it today

Describe an unfamiliar payment and ask two questions about the bank’s process.