How can I deal with an unauthorised transaction?
An unauthorised transaction can occur in various ways. If the transaction is on your card, the first thing to do is to block your card immediately via Online Account Management.
Block your card
Here’s how to do it.
- Log into Online Account Management and select the ‘Services’ tab.
- Then select ‘Lost or stolen card’ and fill in the details we ask for.
- Select ‘Submit’ and we’ll block your card.
If you don’t have access to the internet, you can call our automated telephone service and block your card on 0161 779 5000.
Block Online Account Management
You should also block your Online Account Management and the thinkmoney app if you think there is an authorised transaction on your account. Just text BLOCK to 81122 or 07786 200 077.
Once blocked, call us immediately on 0161 779 5000 and let us know about the unauthorised transaction so we can look into it further for you.
We can also organise sending out a new card to you.
You’re not liable for any payments or transactions from your Current Account that you do not authorise. If you dispute that a transaction was initiated by you, thinkmoney will refund the value of the transaction to your Current Account immediately unless further investigation is required.
If thinkmoney’s investigations show that any disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence, thinkmoney will not refund the transaction amount and reserves the right the recover the value of the transaction it may have refunded from you.