Credit cards - Payment not received

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If you have made a payment to your credit card and it is not showing up on your statement, first check your bank account to ensure payment was taken and that you have entered the right account details.

If you have entered the correct details, then allow a few days for the payment to be cleared, especially if it’s a weekend or bank holiday.

If you have made a payment to the incorrect details, then contact your bank or building society first rather than contacting your credit card company.

You should know

  • Never send your credit card number by email, Resolver will remove your credit card number from any outgoing email for your protection.
  • You can submit your issue through Resolver but your credit card company but they may contact you outside of Resolver to confirm your details.
  • If you cannot resolve your issue then Resolver will remind you in eight weeks that you can escalate your case to the Financial Ombudsman Service for a free independent assessment.
  • Under Section 75 of the Consumer Credit Act, if you have an issue with a firm that has delivered goods or services, then the credit card company is jointly liable.

Credit cards are covered by a Code of Conduct set up by the industry, the Financial Ombudsman Service and the Financial Conduct Authority. The finance industry works on the principle of being fair and reasonable in the way you are treated. So for example”

  • Details of your interest rate, charges and outstanding should be clearly marked on your statements
  • If you have a promotional rate then the credit card firm will remind you 8 and 4 weeks before it comes to an end
  • Your credit card bill will show you an estimate of your interest for the following month
  • Every year you will receive a summary of the previous year’s use, and credit charges
  • If you are only paying the minimum amount, then your credit card company should contact you to ensure you understand there are better ways to pay

Struggling to pay

If you are struggling to pay your credit card bill, you should contact the credit card firm as there are a number of ways they can assist. In addition, you should contact organisations that are there to help consumers where things go wrong such as Citizens Advice or the National Debtline.

Fraud/Lost/Stolen

If you have lost or had your card stolen, you should report the issue to your credit card company immediately. If it was stolen, you should also seriously consider reporting your case to the police and to get a crime reference number.

If you believe you are experiencing fraud, then you need to identify the transactions that you consider to be incorrect and contact the credit card firm immediately. They will investigate the issue for you.

As long as you were not negligent in the way you handled the card or reported the issue, then you will not have to pay for any inappropriate transactions.

The worst case scenario is the first £50 of any liabilities (goods or services purchased fraudulently through the card), although this is rarely enforced in reality.

Section 75 of the Consumer Credit Act

If you have an issue with a good or service and cannot resolve it, then under Section 75 of the Consumer Credit Act your credit card firm is jointly liable for any issues. This means if you cannot resolve an issue with the firm you can raise your case with the credit card provider and they are liable to refund you.

This covers situations such as you have been miss-sold, product is faulty, not as described, company has ceased trading. The value of the transaction must be between £100 and £30,000 even if you have only done a part payment on credit card.

Unresolved issues

If you have an unresolved issue with a credit card company then you have the right to take your case to the Financial Ombudsman Service after 8 weeks or if the company issues a deadlock letter. The Ombudsman is there to provide an independent assessment of the issue and can make a decision that is binding on the company.

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Helping you with Payment not received

Resolver covers the issue Payment Not Received for 23 companies and organisations: