What do I do if someone has used my account or payment method without my permission?
If deposits have been made on your account without your permission, or made on someone else's account with your payment details, then we recommend that you contact our Customer Support Team to alert us.
Who else should I report this to?
You should report this to Action Fraud, who deal solely with online fraud. You will be given a crime reference number once you have spoken to them, which you then need to pass on to your bank’s Fraud Team. This link will take you to their homepage: https://www.actionfraud.police.uk/
Alternatively, you can contact Action Fraud on 0300 123 2040, between 8am and 8pm Monday to Friday.
Please then report the deposits as fraudulent to your bank or payment provider, along with the crime reference number. They will be able to cancel your card. It will then be your bank or payment provider's responsibility to contact our Finance Team, who will happily work with them to investigate the transactions.
What will happen next?
Each investigation is unique and will be reviewed by your bank or payment provider's Fraud Team, so they will be the ones to discuss any refunds of the money that has been spent.
I'm not sure if I have made these deposits, what should I do?
You can check your recent transactions by going to My Account > History > Transaction History. You can compare deposits here to those that appear on your statement. Please note that they may not show at the same time, as your pay provider may take longer to update your statement.
For example, if you made a deposit on Monday, this may show on your bank statement on Tuesday, due to the processing times of your bank, this is commonly up to 3 working days.