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What are pending transactions? What are pending transactions? expandable section
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.
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Can I cancel a pending transaction? Can I cancel a pending transaction? expandable section
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.
See AlsoRBC Security GuaranteeRBC ACH Help Centre - PaymentsRevealed: the most common phone security mistakesArticle: 6 Steps to Take after Discovering FraudMost 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.
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What is Section 75 of the Consumer Credit Act 1974? What is Section 75 of the Consumer Credit Act 1974? expandable section
Because of Section 75, if you’ve bought something with your Bank of Scotland credit card, the business or retailer and Bank of Scotland 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 Bank of Scotland.
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.
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How can I cancel subscriptions? How can I cancel subscriptions? expandable section
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.
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If I make a claim, how long will it take to resolve a transaction dispute? expandable section
We aim to resolve claims within five working days. If you’ve already raised a claim with us, we are working through these as quickly as we can.
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How can I identify unrecognised transactions on my account? How can I identify unrecognised transactions on my account? expandable section
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.
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Will I get my money back if my trip is no longer going ahead? expandable section
Firstly, we recommend contacting your travel provider. If they’re unable to reach a resolution, we may be able to support you.
Guidance will depend on your situation.
The travel provider cancelled:
If the trip was cancelled by your travel provider, usually you may be entitled to a refund. They may first offer you different dates or a credit voucher. If you are not happy with this, or they have cancelled within your terms and conditions, then you can raise a payment dispute for us to review your situation.
I cancelled:
First, make sure you follow the travel provider’s cancellation policy. If you paid with a credit or debit card, then you can raise a payment dispute.
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My event has been cancelled what can I do? expandable section
Cancelled or postponed events
If you’ve bought a ticket for a cancelled event from an official seller or reseller, you could be entitled to a refund. For confirmation, we recommend you check the event organiser’s terms and conditions. If your event is due to be rearranged, your ticket should be valid for the new date. If you can’t make the new date, you can ask for a refund from the ticket retailer, but you’ll need to check your booking terms and conditions.
Travel and hotel costs
If your event has been cancelled but you also booked travel and accommodation, contact the organisations you booked with to see whether the service is still available. You could get a refund or be able to rebook for a later date. Packages with flights, hotels and event tickets included may be covered under your travel insurance.
Personal events
Cancelling or postponing an event such as a party or wedding will depend on your suppliers. Speak to them about your options. If your supplier cancels, you may be entitled to a refund. This will depend on the terms and conditions of your booking. If you have wedding insurance, check your policy, or speak to your insurance provider.
If you used a credit or debit card and paid for an item or service that was not as described and you haven’t received a refund you can raise a payment dispute.
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What can I do if the travel company I booked with has stopped trading? expandable section
First, please check the company’s website or any communication they’ve sent you, such as letters and emails, to understand how to get a refund. Lots of flights and holiday bookings are covered by protection schemes, such as ATOL, who may refund you when a travel provider stops trading. Most of these schemes will give you a certificate. Find this on your booking confirmation or the travel provider’s website. If your booking is protected, follow the guidance from your protection scheme.
If you’re unable to get a refund through a protection scheme, we may be able to help:
If you paid with a debit card or credit card and use Internet Banking or our Mobile Banking app, you can log in to find out if you're able to get a refund and make a claim.
- Log in to our app.
- Go to your statement and select the transaction you would like help with.
- Select ‘Help with this transaction.’
- Select the question ‘Paid for an item or service and have an issue?’
- Follow the steps on screen.
If you are not registered for Internet Banking or our Mobile Banking app, you can still contact us for guidance on the options available to you.
If you have a current account with us that provides travel insurance as a benefit, you may be able to make a claim under the Financial Failure section of your policy if you can't get a refund from any other source.
Sometimes there can be an increase in fraud attempts when companies stop trading. Find out how to stay safe from fraud.
