What should I do if I don’t recognise a transaction on my account?

If you’re concerned about any transaction, we recommend freezing your card immediately to prevent further charges. You can find easy, step-by-step instructions in our “How do I freeze my card?” FAQ.

Before contacting us

Please note that some electric, water or gas companies may appear under a different name on your statement. Double-check the date, amount, and other details to confirm whether the transaction matches something you recognise.

If the transaction is pending

If a transaction is still pending, we’re unable to take any action until it settles. This is because the retailer may not complete the charge.
However, if you don’t recognise the pending transaction, please contact us right away—we can reissue your card to prevent further activity.

If you recognise the transaction but the electric, water or gas company isn’t helping

Reach out to us—we'll do our best to assist you. To help us resolve the issue quickly, please provide any supporting correspondence you have with the company showing that you’ve tried to resolve the matter directly.

If you do not recognise the transaction

Contact us immediately. For more information, please refer to the Card Terms available in your account.