PanicStation.org
UK USA
uk Money & financial emergencies

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

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Ask the bank to refund the confirmed unauthorised payments now, and ask them to put in writing any specific reason they are not refunding by the next business day. Secure the account at the same time so no more money leaves.

Do not do these things

  • Don’t accept “it may take weeks” without asking what is being refunded now, what is still being investigated, and what rule or exception they are relying on.
  • Don’t keep using the same card, digital wallet, PIN, online banking password, or email password until it is sorted.
  • Don’t move remaining money to a new payee because someone on a call or message tells you to, even if they say they are from the bank.
  • Don’t delete texts, emails, app messages, transaction screens, or bank messages linked to the fraud.
  • Don’t pay a recovery service or anyone who contacts you offering to get the money back for a fee.
  • Don’t call back using a number from a suspicious text, email, pop-up, or caller ID.

What to do now

  1. Use a safe contact route to the bank.

    • Use the number on your card, the bank’s app, the bank’s official website, or a branch.
    • Say: “I am calling about confirmed unauthorised payments on my account. I need the account secured and the refund position confirmed now.”
    • Ask for a case reference number and write down the date and time.

  2. Stop anything else leaving the account.

    • Freeze or cancel the affected card and ask for a replacement card.
    • Ask whether any digital wallets, saved card tokens, recurring card payments, standing orders, or Direct Debits are still active.
    • Ask the bank to sign out online banking sessions on all devices.
    • Change your online banking password and the password for the email account used for banking.

  3. Ask for the unauthorised-payment refund position in writing.

    • Say: “You have confirmed these payments were unauthorised. Please refund them and restore my account balance.”
    • Ask: “Are you refunding by the end of the next business day after becoming aware of the unauthorised transactions?”
    • If they say no, ask: “What specific reason or exception are you relying on, and will you put that in a secure message or letter?”
    • Ask them to list the transaction dates, merchants or payees, amounts, refund amount, and expected refund date.

  4. Check the bank is using the right case type.

    • Ask: “Are you treating this as unauthorised transactions, where someone took money without my consent, or as an authorised push payment scam, where I was tricked into sending money?”
    • If it is unauthorised, keep the focus on refunding unauthorised payments.
    • If it is an authorised push payment scam, ask whether the payment is in scope of the UK reimbursement rules for Faster Payments or CHAPS, and ask them to start the reimbursement claim today.

  5. Remove the payment route that was used.

    • If it was card payments, ask the bank to block the compromised card details, check linked digital wallets, and stop any recurring card payments tied to the compromised card where possible.
    • If it was a Direct Debit, ask the bank to cancel the instruction and refund any payment taken in error under the Direct Debit Guarantee.
    • If it was a standing order, cancel it and ask the bank to confirm no further standing-order payments are scheduled.
    • If it was online banking, ask the bank what access was used and whether new payees, devices, or security details were added.

  6. Protect essential payments while the bank handles it.

    • Tell the bank if the fraud has left you short for rent, mortgage, council tax, utilities, food, travel, childcare, or medication.
    • Ask whether they can immediately reverse charges or interest caused by the unauthorised payments, pause related fees, or prioritise the case because you are in financial difficulty.
    • If salary or benefits are due into the account, ask the bank for the safest way to receive incoming money while the account is secured.

  7. Make a simple evidence log.

    • Save screenshots or downloads of the affected transactions.
    • Keep bank messages, fraud texts, emails, app notifications, and case references.
    • In one note, record each contact with the bank: date, time, route used, name or department if given, and what was promised.

  8. Add identity protection if your personal details may be exposed.

    • Check your credit files for new accounts, credit searches, or address changes you do not recognise.
    • If your identity details are at heightened risk, consider Cifas Protective Registration. It can add extra checks when credit or services are applied for in your name, but it is not a block on card transactions and it may slow genuine applications.

  9. Report the fraud when you have a safe pause.

    • In England, Wales, or Northern Ireland, you can report fraud or cybercrime through Report Fraud.
    • In Scotland, contact Police Scotland on 101 for fraud reporting.
    • If a crime is happening now or someone is in immediate danger, call 999.

What can wait

  • You don’t need to decide today whether to move banks permanently.
  • You don’t need to work out exactly how the fraud happened before asking for the refund.
  • You don’t need to contact merchants yourself unless the bank asks you to and you are confident the contact route is safe.
  • You don’t need to gather a perfect evidence file before the bank secures the account and confirms the refund position.
  • You don’t need to answer unexpected calls or messages about the case; you can hang up and contact the bank through a route you trust.

Important reassurance

Unauthorised payments can make you feel exposed and rushed, but you do not need to solve the whole investigation tonight. The immediate job is to secure the account, make the refund request clearly, and get the bank’s position in writing.

Scope note

These are first steps only. Later decisions, including a formal complaint, ombudsman referral, identity-theft support, or specialist debt help, may need specialist help if the bank refuses, delays, or changes its explanation.

Important note

This is general information, not legal, financial, fraud-investigation, or professional advice. Processes can differ by bank, payment type, account type, and case details, so use official contact routes and ask the bank to confirm its position in writing.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

Support us