A distance sale is when you buy something without face-to-face contact. For example shopping by internet, television, mail order, phone or fax.
This page tells you what you can do if your payment card has been used for a distance sale purchase without your permission.
Top tips
Do you know who used your card?
Is it possible that a family member used your card without your permission? In the world of card fraud, this can be quite common. If it was a family member who used your card, think carefully before you take any action with your bank. They may get the police involved.
If the unauthorised payment was taken from your bank account for a purchase over the internet, by telephone, TV or teletext, you may have a right to get your money back.
Usually, the bank will have a team of investigators who look into it for you. If you claim the use of the card was not authorised by you, it is for your bank to prove otherwise.
The bank may be able to cancel the payment or put the money back into your account.
If your card provider will not give you your money back, report them to Trading Standards.
Report a problem to Trading Standards.
When you can’t get your money back
There are certain distance sale contracts that are not covered by the law. You would not automatically have the right to your money back if the fraudulent purchase was made for the following:
financial services, for example, insurance and banking
sale of land or buildings except for certain rental agreements
sale of land plus construction of buildings (a contract to construct when the land is already owned by the consumer would be covered)
rental agreements of 3 years or more (one year or more in Scotland)
purchases from vending machines or automated commercial premises
the use of a telecommunications operator through a public payphone
auctions, including internet auctions, unless a ‘buy now’ option is chosen and you bought from a business trader
If your card has been used fraudulently for buying goods or services listed above, you should still contact your bank. They will probably investigate for you but you may not be able to get your money back.
If you have been a victim of fraud, you can contact Action Fraud, who offer advice, guidance and support for victims of fraud. You can contact them on telephone 0300 123 2040.
More about how to report a problem to Action Fraud website at: www.actionfraud.org.uk
More about fraudulent use of payment cards (non-distance sale purchases).
If you think you have been overcharged for goods or a service
Sometimes, you might already have a contract for goods or services with a company and they take more money from your card than you expected. Or they may take an additional payment you don’t think you agreed to. Contact the company to dispute the extra charges. If they don’t help you, contact your bank.
Next steps
If you need more help
FAQs
Contact your bank immediately
What if my card was used without my permission? ›
Contact your card issuer
Explain which unauthorized transactions were made to your account, tell them the dates and dollar amounts of the charges, and say you would like to dispute — challenge — the charges.
What if a merchant charged my card without permission? ›
Contact your bank right away. To limit your liability, it is important to notify the bank promptly upon discovering any unauthorized charge(s). You may notify the bank in person, by telephone, or in writing.
What if my credit card took payment without permission? ›
Contacting Your Bank or Credit Card Company
When you contact your bank or credit card company, they will likely ask you to provide specific information about the unauthorized charges. This may include the credit card transaction, dates, amounts, and any other relevant details you can provide.
Can a bank find out who used my card online? ›
Can You Track Someone Who Used Your Credit Card Online? No. However, if you report the fraud in a timely manner, the bank or card issuer will open an investigation. Banks have a system for investigating credit card fraud, including some standard procedures.
What is it called when someone uses your card without permission? ›
Credit card fraud is the unauthorized use of a credit card account for purposes of stealing goods or money. The Federal Trade Commission (FTC), which tracks financial crimes nationwide, logged 426,038 complaints of credit card fraud in 2023.
What happens if someone uses your credit card without your permission? ›
Contact your bank immediately
If you claim the use of the card was not authorised by you, it is for your bank to prove otherwise. The bank may be able to cancel the payment or put the money back into your account. If your card provider will not give you your money back, report them to Trading Standards.
Can you sue a company for charging your card without authorization? ›
Some laws require this consent to have first been obtained expressly in writing. If it is not obtained prior to the withdrawals/charges, you might be entitled not only to the return of the illegally withdrawn or charged amounts but also to statutory damages and for your attorney's fees and costs to be paid.
Can my debit card be charged without my permission? ›
If your card was used without your permission call up the charge company asap. They will tell you the most recent purchases made by you or fraudulent activity. You can also look at your account online to see purchases made that month They can help you with this. Yes.
Can I block a merchant from charging my card? ›
Can I block a company from charging my card? Yes, you can block a company from charging your credit card.
Identity theft happens when someone uses your personal or financial information without your permission.
What happens when someone uses your credit card fraudulently? ›
Fortunately for consumers, instances of credit card fraud will often end with the disputed charges being removed or the money placed back into your account. But in the meantime, you should have received new cards, with new account numbers, to replace the compromised accounts.
Can a company debit my account without permission? ›
Unauthorized Direct Debits: If you have provided your bank account details to a company or individual, they may initiate direct debits without your explicit permission. While this practice is illegal, it can occur if the recipient abuses their access to your account information.
When someone uses your debit card without permission? ›
Q: What should I do if I have unauthorized charges on my debit card? A: Contact your bank immediately if you suspect unauthorized transactions on your debit card. If the transaction was made using a debit card or other electronic fund transfers, you may have additional protections under federal law.
Do banks actually investigate unauthorized transactions? ›
A bank fraud investigation is an internal process conducted by the bank that is designed to determine if a fraudulent claim—or suspicious activity—is fraudulent or not. The purpose is to identify and understand the fraud threats the bank is facing, as well as determine strategies for prevention.
How can I know if someone has access to my debit card? ›
The easiest way to spot problems early is to sign up for online banking if you haven't already. Check your balance and recent transactions daily. The sooner you detect fraud, the easier it will be to limit its impact on your finances and life. If you see unfamiliar transactions, call the bank right away.
What happens if my card is fraudulently used? ›
What Happens If My Debit Card Is Used Fraudulently? Often, funds are withdrawn from your account unless your bank is set up to suspend suspicious transactions automatically. If it does happen, you can contact your bank or financial institution and work with them to get your money back.
How did someone use my card without having it? ›
Card-not-present fraud can occur when a criminal obtains a cardholder's name, billing address, account number, three-digit CVV security code, or card expiration date. These details can be stolen electronically without obtaining the physical card.
Can you sue someone for using your debit card without permission? ›
Penal Code Section 484e states that anyone who "sells, transfers, or conveys, an access card, without the cardholder's or issuer's consent" can be charged with grand theft.
Can you get money back if someone uses your card? ›
Contact the company or bank that issued the credit card or debit card. Tell them it was a fraudulent charge. Ask them to reverse the transaction and give you your money back.
