Disputing a weird transaction.

Spotted something that doesn't seem quite right on your Virgin Credit Card statement? All you need to do is let us know before it's due and we'll get all Sherlock on you and try to get to the bottom of it.

What can I dispute?

You won't have to pay for any dodgy transactions on your Virgin Credit Card account as long as you or your additional cardholder:

weren't responsible for the transaction
didn't contribute to the loss of your card
notify us that there's a problem as soon as you know about it and before your next repayment is due
have complied with Virgin Credit Card terms and conditions.

We can help where:

you didn't make the purchase
you didn't get the goods you paid for
there's a discrepancy over the transaction amount
you order something and it isn't delivered.

We can't help where:

You have a contract with the other party and the issue relates to the contract terms (i.e. where you disagree over the quality or you've changed your mind about something).

What to do.

Firstly, contact the merchant listed on the statement to see if they can help you explain the transaction.

If you get nowhere with this, call 1800 080 004 between 8am and 7pm (EST) - some shops use different names on credit card statements, and we have a list of these.

If this reveals nothing, we can look into it for you.

What happens next?

We suspend the transaction until everything is sorted (we don't want you paying interest on a charge that isn't yours), and ask you to sign some paperwork stating that neither yourself nor your additional cardholder are responsible for the charge.

Then we investigate what may have happened. It can take a while to get hold of all the documentation with these things, but as soon as we get anywhere we'll be in touch.

In the end, as long as everything checks out OK, we permanently reverse the transaction and pretend the awkward little incident never happened.