What to do if you notice a payment in your account that you don't recognise

09/05/2023

When checking your account movements, you notice an incorrect charge, such as a card payment that you did not authorise or a transaction that was incorrectly executed. The first step is to always notify your bank, which has to prove that the transaction was authenticated, recorded accurately and accounted for, and that it was not the result of a technical failure or any other problem.

In these cases, keep in mind the following:

• You must complain to the bank's Customer Service Department (CSD), who will provide you with documentation proving that the payment was duly authorised or that the transaction was executed using the card.
• If, while the complaint is being processed, the entity makes an interim credit for the amount you are claiming, it must also inform you, in advance, that this payment is temporary, because if the checks ultimately show that the amount of the purchase was correct, it may be debited again.
• If the entity verifies that the transaction was properly authenticated and provides supporting documentation, it must debit your account as soon as possible.