Before you raise a card dispute
Speak to the seller
In many cases, they can resolve the issue faster than us. Keep note of any contact you’ve made and what happened. This will help us to process your claim quickly.
Check if the payment is pending
You can view your pending transactions in our banking app or internet bank. You can't dispute pending credit card payments. Only raise a dispute once the payment has gone through. You may be able to dispute pending debit card payments.
Check which card you paid with
There are different ways to raise a card dispute with us depending on whether you used a Nationwide debit or credit card. If you used an alternative payment platform, like PayPal, you may need to raise your dispute through that platform instead.
When can you raise a card dispute?
Raise a card dispute if you:
- Paid for something that’s been cancelled.
- Paid for something but haven’t received it.
- Received something that was faulty, incorrect or counterfeit.
- Have been charged twice or a different amount to what was agreed.
- Have been charged even though you’ve cancelled the payment.
- The payment is pending and you used a debit card.
- You want to stop future payments.
Do not raise a dispute if:
- It's a pending credit card payment. Only raise a dispute once the payment has gone through.
- You can’t see the payment on your account. If we can’t find the payment on your account, we won’t be able to process your dispute.
- You want to cancel a recurring card payment. Follow the separate process for this.
- You think it may be fraud. You should report this to us immediately.