Support with debit card purchases

We have fewer colleagues than usual answering the phones right now because of the coronavirus outbreak. This is having a big impact on our call wait times – we’re truly sorry about this.

To help us support those who are in most urgent need, we’d ask you to check the information below first, and only call if you have an immediate financial problem that can’t wait.

We appreciate this may be frustrating, and our colleagues are working to try and help as many people as possible.

Thanks for your patience and understanding.

Here are some things you could be covered for when you pay with your Barclays debit card, as well as when and how to make a claim. Of course, if you see anything suspicious on your account and think you might have been a victim of fraud, please contact us straight away.

If you have a problem with a purchase, you should always try to sort it out with the retailer first. But if you can’t, you could use the chargeback service (sometimes known as the disputes service) for purchases you’ve made with your Barclays debit card. You can make a claim through this service if something goes wrong with a purchase, or if you’re charged the wrong amount by mistake. 

What sorts of things could be covered?

• Purchases not delivered
• Items that are damaged, or not as described
• Goods that don’t arrive because the seller has gone into administration
• A purchase transaction on your current account from a company or retailer that looks like fraud, because it’s a duplicate payment or you’ve already paid in a different way

Additionally, if you don’t recognise a transaction and you think it might be fraud on your account, please contact us straight away.

How to claim

You should try to sort things out with the retailer or company first. If you can’t, then you could make a claim through the chargeback service. The fastest way to make a claim is online – see our Help with a transaction page to find out how. 

To make a chargeback claim by phone, call us on 0345 734 5345 (+44 24 7684 2100 outside the UK). Lines are open 24/7. To maintain a quality service, we may monitor and record phone calls. Call charges.

You’ll need to make your claim within 120 days (approximately four months) of the problem, or within 540 days (approximately 18 months) of the transaction date. We’ll need details of the purchase. We’ll get in touch if we need any more information from you when we’re dealing with your claim.

Typically, we’ll raise the claim with the card scheme (Visa) and, if your claim is successful, we’d hope to resolve it within about 30 days. Sometimes the process takes longer, depending on Visa’s response.  

For travel bookings, if the travel company has gone into liquidation before you travel, you should contact ATOL or ABTA to check if the travel company is a registered member. They should be able to tell you what to do next.

Support for other payment methods

Pay by Bank app

Payments you’ve made with Pay by Bank app are covered in the same way as payments with a debit card, but you don’t have as much time to make a claim – you’ll need to make your claim within 90 days of the transaction date, or 270 days (approximately nine months) if you received your purchase after the transaction date.

PayPal

If you’ve linked your Barclays debit card to PayPal to make a purchase, please contact PayPal directly for details of their support service.

Barclaycard

Visit the Barclaycard website for information on credit card payment protection.

Paying directly from your current account

There’s no chargeback service for purchases made by transferring money from your current account to a recipient’s account (using their account number and sort code). You’ll need to contact the seller directly if you have any problems with your purchase.

If you think someone’s taken an unauthorised payment from your account, please tell us as soon as possible – we may be able to help. Our customer agreement has more information on when and how we can help.

Paying by cash or cheque

There’s no chargeback service for purchases made by cash or cheque. You’ll need to contact the seller directly if you have any problems with your purchase.

Helpful links

There’s a range of legislation available to support consumers who experience problems with goods or services they’ve bought.

As a starting point, try Citizens advice bureau and Gov.uk.