Card Payment Support | Security Centre | RBS International

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Debit card payment support

Helping you resolve debit card payment issues

How can we help you?

Here you’ll find support to resolve common types of payment issues.

You've noticed a suspicious payment on your account

There can be a number of explanations for a transaction that you might not recognise immediately:

 

  • A company you know may be trading under a different name
  • A joint account / secondary cardholder that has made the payment
  • A free trial that has expired e.g. Credit Expert or Amazon Prime
  • A regular payment e.g. Netflix

 

If you are still unable to recognise the transaction then please contact us to report fraud or suspicious activity on your account.

There's a problem with a subscription or a recurring transaction

Looking to cancel a subscription, been charged again for a cancelled subscription or want to change a cancellation request?

 

We’ve created an online card payment dispute form to make reporting this as easy as possible.

 

To let us know about the dispute simply:

 

  • Open the card payment dispute form *
  • Select `Get started`
  • Under `Select your dispute`, choose `There’s a problem with a subscription or a recurring transaction`
  • Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

 

It takes up to 10 working days for us to investigate disputed transactions.

 

* Card payment dispute form held on rbs.co.uk

You haven't received goods or services (including flights or holidays)

Paid for goods/services that didn’t arrive or for a flight/package holiday that you haven’t received?

 

We’ve created an online card payment dispute form to make reporting this as easy as possible.

 

To let us know about the dispute simply:

 

  • Open the card payment dispute form *
  • Select `Get started`
  • Under `Select your dispute`, choose `You haven’t received your goods or services (including flights or holidays)`
  • Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

 

It takes up to 10 working days for us to investigate disputed transactions.

 

* Card payment dispute form held on natwest.com

You've cancelled or returned the goods / services however you haven't received a refund

Cancelled or returned an item within the allowed timeframe and the money hasn’t been returned to your account? A retailer agreed to give you a refund and you haven’t received it?

 

We’ve created an online card payment dispute form to make reporting this as easy as possible.

 

To let us know about the dispute simply:

 

  • Open the card payment dispute form *
  • Select `Get started`
  • Under `You’ve cancelled or returned the goods or services, but you haven’t received a refund`
  • Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

 

It takes up to 10 working days for us to investigate disputed transactions.

 

* Card payment dispute form held on rbs.co.uk

You've been charged more than once / charged the incorrect amount

We can help you to resolve the following issues:

 

  • You were charged more than once using the same payment method
  • You were charged more than once with a different payment method
  • A further charge was taken perhaps following a car rental or hotel stay
  • A retailer charged the wrong amount
  • A transaction has been taken on a date much later that you expected
  • You expected a refund however the retailer took the money again

We’ve created an online card payment dispute form to make reporting this as easy as possible.

 

To let us know about the dispute simply:

 

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

 

It takes up to 10 working days for us to investigate disputed transactions.

 

* Card payment dispute form held on rbs.co.uk

You used your debit card in a cash machine abroad and there was an issue

Used your debit card abroad and there was a problem at the cash machine or you were charged in the wrong currency?

 

We’ve created an online card payment dispute form to make reporting this as easy as possible.

 

To let us know about the dispute simply:

 

  • Open the card payment dispute form *
  • Select `Get started`
  • Under `You used your debit card or a cash machine abroad, but there was an issue`
  • Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

 

It takes up to 10 working days for us to investigate disputed transactions.

 

* Card payment dispute form held on rbs.co.uk

There's a problem with goods or services that you've received

We can help you to resolve the following issues with good or services:

 

  • They are faulty
  • You think they’re counterfeit (fake)
  • Not as described or advertised
  • Quality of the product not as advertised
  • Your dispute relates to binary trading

We’ve created an online card payment dispute form to make reporting this as easy as possible.

 

To let us know about the dispute simply:

 

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

 

It takes up to 10 working days for us to investigate disputed transactions.

 

* Card payment dispute form held on rbs.co.uk

Need further help? Get in touch
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