What to do if…
you notice a pending payment or transfer that you did not authorise

What to do now

1. Capture the pending item before it changes. Screenshot or write down the amount, date and time, merchant or recipient name, last four digits of the card or account if shown, and whether it appears to be a card charge, ACH, wire, Zelle or other P2P payment, bill pay, or new payee.

2. Use only the official app or website to secure the account.

   • Lock or freeze the affected card if the app allows it.
   • Turn off online, international, or card-not-present spending if your app offers those controls.
   • Check for new payees, new external accounts, unfamiliar devices, changed contact details, or recent logins you do not recognize.
   • Sign out of unfamiliar sessions if the app gives that option.

3. Call the bank or card issuer using a trusted route.

   • Use the number on the back of your card, the official app, or the official website you type in yourself.
   • Say: “This pending transaction was not authorized by me. Please block or stop it if possible, secure my account, and open the correct fraud or error claim.”
   • Ask for a case number or reference number before the call ends.

4. Ask for the action that matches the payment type.

   • Card payment: ask whether the authorization can still be blocked, whether the card should be replaced, and how to start the fraud dispute.
   • ACH or bank transfer: ask for an immediate stop, reversal attempt, and unauthorized electronic transfer claim.
   • Wire: ask whether a recall or trace can be attempted now.
   • Zelle or other P2P payment: tell the bank you did not send or approve it. Ask them to treat it as unauthorized if that is accurate, secure your login, and explain what can still be done. Do not assume it can be reversed.
   • Bill pay or new payee: ask the bank to cancel the payment if possible, remove the payee, and check whether your online banking access was changed.

5. Protect your dispute timelines by reporting promptly.

   • For unauthorized electronic transfers from a bank account, notify the bank as soon as possible. Federal rules include a 60-calendar-day statement rule, and earlier reporting can matter if a debit card or other access device may be involved.
   • For credit-card billing errors, you generally need to send a written billing-error notice within 60 calendar days after the first statement showing the error was sent or transmitted. Use the address for billing inquiries, not the payment address, unless the issuer gives an approved electronic method.

6. Secure the accounts that can reset your bank access.

   • If your email account controls bank password resets, change that email password and turn on two-step verification.
   • Change your bank password from a trusted device.
   • Change your password manager password if it may be affected.
   • Update security questions if the answers may be known or easy to guess.

7. If this looks bigger than one payment, start identity-theft protection.

   • Use IdentityTheft.gov if you see signs such as new accounts, multiple attempts, changed contact details, missing mail, or unfamiliar credit activity.
   • Consider a fraud alert or credit freeze if someone may have enough personal information to open new credit in your name.

8. If the bank will not act or you are stuck in loops, make a regulator complaint.

   • Keep screenshots, dates, call times, names, case numbers, and copies of any written notices together.
   • Submit a complaint to the Consumer Financial Protection Bureau if the problem involves a bank account, credit card, money transfer, or other covered financial product.