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uk Money & financial emergencies unauthorised payments confirmed • bank investigation taking weeks • money missing from account • card payments i didnt make • debit card fraud transactions • credit card fraud transactions • unknown merchant charges • cash withdrawal i didnt make • online banking hacked • card details stolen • direct debit taken in error • standing order set up fraud • bank transfer i didnt send • scam payment from my account • refund delayed by bank • bank says wait weeks • dispute unauthorised transaction • payments i dont recognise • stop further fraud payments

What to do if…
your bank confirms unauthorised payments but says the investigation may take weeks

Short answer

If your bank has confirmed the payments were unauthorised, ask for a prompt refund and lock down the account so no more money leaves while they “investigate”.

Do not do these things

  • Don’t accept “it may take weeks” without asking what is being refunded now, what is being investigated, and what date they’ve set for the refund decision.
  • Don’t keep using the same card, digital wallet, PIN, or online banking password “until this is sorted”.
  • Don’t move your remaining money to a new payee you don’t fully control because someone (even “the bank”) tells you to.
  • Don’t delete texts/emails/app messages related to the fraud out of panic (save them first).
  • Don’t pay any “recovery service” that contacts you offering to get the money back for a fee.

What to do now

  1. Stop anything else leaving your account (right now).

    • Freeze the card in-app (or ask the bank to do it) and request a replacement card (and a new PIN if relevant).
    • Change your online banking password and your email password (email is often the reset route).
    • Log out of online banking on all devices (or ask the bank to “sign out all sessions”).

  2. Ask for the refund timeline you should get for unauthorised payments — and get it in writing.

    • Say clearly: “You’ve confirmed these are unauthorised payments. Please refund them promptly and restore my account balance.”
    • If they say they won’t refund promptly, ask: “What is the exact reason, and will you confirm that in a secure message or letter?”
    • Ask for written confirmation (secure message/email/letter) of:
      • which transactions they’ve confirmed as unauthorised
      • the refund amount(s)
      • when the money will be back in your account
      • a case reference number

  3. Make sure you’re in the right “type” of case (this changes what the bank does next).

    • Ask: “Are you treating this as unauthorised transactions (someone took money), or as an authorised push payment scam (I was tricked into sending it)?”
    • If it’s an authorised push payment scam, ask the bank to confirm whether it’s in-scope of the UK mandatory reimbursement rules (for many Faster Payments and CHAPS APP scams, with exceptions) and to start the reimbursement claim today.

  4. Remove the routes the fraudster used (so it can’t restart).

    • If it involved Direct Debits, ask your bank to refund any taken in error under the Direct Debit Guarantee and cancel the Direct Debit instruction(s).
    • If it involved a standing order, cancel it immediately and ask the bank to confirm no further payments are scheduled.
    • If it was card payments, ask them to block the merchant(s) and any recurring payments linked to the compromised card.

  5. Protect your essentials for the next few weeks.

    • If this has left you short for rent/mortgage, utilities, food, or travel, tell the bank you’re in financial difficulty and ask what they can do immediately (for example: stop charges/interest linked to the fraud situation, reverse fees caused by the unauthorised payments, or prioritise handling).
    • If your salary/benefits go into that account and you’re worried it’s still at risk, ask the bank for the safest way to receive incoming money while they secure the account.

  6. Start a simple “evidence log” (5 minutes).

    • Screenshot the transactions, note dates/times, how you noticed, and what the bank told you.
    • Keep a single note with call times, names (if given), and what was promised.

  7. If you suspect identity theft (not just card fraud), add a layer of protection.

    • Check your credit file(s) for new accounts you don’t recognise.
    • Consider Cifas Protective Registration if your identity is at heightened risk (it can add extra checks when credit is applied for in your name).

  8. Report the fraud if you can — but don’t let it delay the bank actions.

    • In England, Wales, or Northern Ireland, you can report fraud/cybercrime via Report Fraud (the national reporting service).
    • In Scotland, reports of fraud and other financial crime should be made to Police Scotland on 101.
    • If you’re in immediate danger, use emergency services.

What can wait

  • You don’t need to decide today whether to move banks permanently.
  • You don’t need to “prove” what happened to everyone involved right now — focus on (1) stopping more loss and (2) getting the refund/reimbursement process moving.
  • You don’t need to contact merchants yourself unless your bank specifically asks you to (and you’re confident it’s safe).
  • You don’t need to figure out the bigger “how did this happen?” root cause tonight — secure access first.

Important reassurance

It’s very common to feel shaky, angry, or embarrassed after fraud — even when you’ve done nothing wrong. The bank confirming the payments were unauthorised is an important step. Your job now is to slow things down, lock things down, and make sure “weeks of investigation” doesn’t turn into “weeks without any clear action”.

Scope note

These are first steps to stabilise the situation and protect your money while the bank works. If the bank stalls or keeps changing whether the payments were “unauthorised” versus “authorised”, you may need to use the bank’s complaint process and (if unresolved) take it further — but you don’t need to tackle that all at once.

Important note

This is general information, not legal or financial advice. Processes differ by bank and by payment type (card, transfer, Direct Debit). If anything suggests immediate ongoing risk (new payments still leaving, your email compromised, or impersonation attempts), prioritise locking accounts and using official contact routes.

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