Chargeback after a scam: how to ask your bank for help
Checked by The Proofmark editorial team against our methodology before publishing
The Proofmark · Our methodology
When might a chargeback help?
It may apply if goods never arrived, a service was not supplied, or you were charged twice. Some card payments made without your permission can also be disputed.
The bank checks the facts and card rules. The seller may challenge your claim. The New Zealand Banking Ombudsman explains the process.
Did you approve the payment?
Tell the bank exactly what happened. There is a difference between a payment you never approved and one you made because someone lied to you.
Do not say your card was stolen if it was not. Explain what you were told, what you paid for and what went wrong.
Losing money on an investment does not, by itself, prove a card claim is valid. The bank needs to check the actual payment and what the seller supplied.
What should you say to your bank?
Use the bank's own app or the number on your card. If you suspect fraud, contact it now. Do not wait for a reply from the suspected scammer.
You can say: “I want to dispute a card payment. Here is what happened. Which claim can you consider, what do you need, and when must I send it?”
For an ordinary purchase dispute, the bank may ask you to try the seller first. Keep proof of that attempt. Ask for a case number and written next steps.
What records should you keep?
- The date, amount and currency of each payment.
- The seller's name as shown on your statement.
- The advert, order or terms showing what you were promised.
- Messages about delivery, refunds or cancellation.
- A short timeline of what happened.
Keep copies of what you send. Do not give anyone your password or one-time bank code to help with a claim.
Is the deadline always 120 days?
No. Rules vary by country, card scheme and type of problem. Ask your bank now; do not use a general deadline to decide you can wait.
United Kingdom: the Financial Ombudsman says chargeback deadlines are often around 120 days, but can differ. Section 75 is a separate UK legal route for some credit purchases, not all card payments.
United States: for certain credit-card billing errors, the CFPB says to send written notice within 60 calendar days after the charge appears on your statement. This is not a worldwide chargeback deadline.
Canada: FCAC guidance says to report suspicious or unapproved transactions without delay. Protection depends on the circumstances and account terms. It does not make every scam payment refundable.
Australia: Moneysmart says to contact your bank promptly about transaction problems. Ask it which dispute process and deadline apply to your payment.
New Zealand: the Banking Ombudsman says card-scheme rules and time limits matter. Its guide also notes that payments through EFTPOS cannot be charged back through this card process.
If an online friend led you to the payment, read how relationship investment scams work.
What if you paid by bank transfer or crypto?
A card chargeback does not reverse a separate bank transfer or crypto transfer. Still, contact the bank or service you used right away. Ask what other steps may be possible.
If you bought crypto by card and then sent it elsewhere, explain both steps. Do not assume that the later loss makes the earlier card purchase refundable.
What if the bank says no?
Ask for its reason in writing and how to make a complaint. There may be a local ombudsman or complaints body that can review how it handled your case.
You can approach your bank yourself. Be wary of paid promises of a guaranteed refund. See the Banking Ombudsman's recovery-scam warning.
Request a free call if you want help understanding your next steps. Tell us your country and payment method. Call your bank first; our consultation cannot guarantee a refund.
Sources
Where to go in your country
Scams cross borders. The people who can do something about them do not. Choose your country below, or change it if our guess is wrong.
Choose your country to see local contacts. If it is not listed, you can ask our team for help.
🇬🇧 The United Kingdom
🔎 Check the firm
FCA Firm Checker — Search the firm name, its website, or the reference number it gave you.
🚨 Report it
Report Fraud (City of London Police) — Report online or call 0300 123 2040. In Scotland, call Police Scotland on 101.
↩ Ask for your money back
Financial Ombudsman Service — Complain to the firm first, then bring it here. Free, and it can order the firm to pay.
Every address above was opened and checked by us on 30 September 2026. Tell us if one has moved.
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