What to do if you don’t recognise a transaction

If a transaction appears on your account that you don’t recognise, start by blocking your card in the Zempler Bank app or in Online Banking. 

To do this, go to Cards > Block card > Temporary Block. 

You can then:

• Check with any additional cardholders on your account if they’ve bought something that you don’t know about.
• Check your receipts: a business name may be slightly different than the name they print on a receipt. The one on the receipt will appear in your transaction history in-app or in Online Banking.
• Contact the company directly to try and resolve the dispute. This is the quickest way of recovering your funds. If they’re unable to help you, you can complete a transaction dispute form in Online Banking or the Zempler Bank app and we’ll investigate the transaction for you. 

In the Zempler Bank app

1. Log in to the Zempler Bank app 
2. Click on the help icon which is the question mark icon in the top right corner
3. Click on ‘Transaction dispute’ 
4. Complete the form from there 

 

In Online Banking

1. Log in to Online Banking
2. Go to ‘Help’ in the far right corner
3. Click on ‘Transaction Dispute’
4. Complete the form from there 

 

If it turns out you (or an additional cardholder) did use your card to buy something that you’ve disputed, you may be charged £20.00 to cover our costs.

If you’ve followed the steps above and think that the payment is fraudulent, call our Customer Service team right away on 0330 024 0924.