Unrecognised Payment Dispute

CustomerGood morning. My name is Eleanor Finch and I am calling about a transaction on my current account that I do not recognise at all.

AdvisorGood morning, Mrs Finch. My name is Thomas Reed. Could you confirm the last four digits of your account number and the date of the transaction in question?

CustomerThe account ends in 4721. The payment appeared on 3 May for sixty seven pounds and forty five pence. It was made to VividTech Supplies and I have never heard of them.

AdvisorThank you. I can see the entry. The transaction was processed at eleven twenty in the morning and it used your debit card details. Have you recently shopped online or given your card to anyone else?

CustomerNo. I had the card in my purse all day and I made no purchases on the third. If I had ordered anything, I would remember the company name. Could the details have been taken during an earlier payment?

AdvisorIt is possible. We have seen cases where card information was copied at a terminal and then used later. Would you like me to block the card immediately and send a replacement?

CustomerYes, please do that. I also want to know whether the payment can be reversed. I have already checked my statements and nothing else looks suspicious.

AdvisorThe card will be blocked within the next few minutes. Because the transaction has already cleared, we will need to raise a formal dispute. You will receive a form by post within five working days. Once we have investigated, any funds taken will be returned if the claim is upheld.

CustomerHow long does the investigation usually take?

AdvisorMost cases are settled within fifteen working days, although some require contact with the merchant and can last up to six weeks. In the meantime we will credit the amount back provisionally, and we would only take it again if the claim is not upheld.

CustomerThat is helpful. I had planned to pay a bill tomorrow, so I am relieved the funds will stay available.

AdvisorIs there anything else I can assist you with today, Mrs Finch?

CustomerNo, thank you. I will watch for the form in the post.