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Direct Debit payment options

When setting up a Direct Debit you can choose to pay:

The minimum payment – this is the lowest amount you need to repay each month. It’ll change every month depending on your card balance but you’ll be able to see the exact amount on your monthly credit card statement. If you choose to pay the minimum amount each month it will take you longer to clear your balance and will cost you more in the long term.

The statement balance – if you choose this option then your Direct Debit will be set up to pay the full outstanding balance on your credit card statement every month.

A fixed amount – You can also choose to pay a fixed amount towards your credit card balance each month. Just remember that if the fixed amount you pay is lower than the minimum payment due in any month then we’ll take your minimum payment amount instead. If the fixed amount is higher than your balance, we'll only take enough to clear your balance.



Is there a contactless limit on my card?

Yes, the limit is £100. This isn’t set by us – it’s the current UK retailer’s limit. So it could change.


How can I dispute a transaction over £25.00?
If you don’t recognise a transaction:
• Check with any additional cardholder(s) as they may have made this transaction.
• Check your receipts/emails/PayPal account for any transaction/confirmation on the same day, for the same amount. 
• Check the retailer’s name as many retailers trade under different names, so it may not be what you expect. Try entering the name into a search engine to find out more.
• Check for regular payment amounts, for example to Amazon or PayPal. Or could this be an annual subscription?
• Have you purchased something in relation to games consoles? This might be an add on which is charged monthly.
• Have you purchased a care plan with a product? For example, AG Product Support are in partnership with Curry’s and provide care plans for laptops.
• Have you signed up for a free trial? This may have ended and you’re now paying for the goods/services.
If you did not authorise this transaction, please call us straight away on 0800 032 1427.
 
If you do recognise the transaction:
 You can dispute a transaction for any of the following reasons
• I have a problem with the goods/services that I’ve received
• I haven’t received the good(s) I ordered
• I have a problem with a flight or hotel that I booked
• I’ve been charged for an item twice
• I’ve been charged the wrong amount for an item
• I have an issue with a recurring transaction or a cancelled subscription that I’ve been charged for
   
Before getting in touch with us:
• First of all try to resolve the problem with the retailer. 
• Allow the retailer time to process the refund (For Mastercard allow up to 30 days for a refund and for VISA it’s 20 days).
• Please don’t contact us if you haven’t spoken to the retailer first or allowed the necessary time for a refund to be processed.
• If you’ve not been able to resolve the problem with the retailer, we may be able to help. For transactions over £25, you need to call us.


Update your details

Moved home or changed your email address? It’s easy to make changes to your account online.

With Online Banking you can:

• Change your login details
• Change some personal details
• Change your marketing contact preferences
• Change your address

Once you’ve logged in, just select what you want to do from the ‘My details’ tab. Once you’ve made your changes you can start to use your new information straight away.

If you’re moving to an address outside the UK please contact us

If you need to change your mobile number, give us a call on 08085 40 50 60*. For security reasons, you can't update this online. It is important that you keep your mobile number up to date as you'll need it to service your account.

Log in to online banking

*Telephone calls may be recorded for security purposes and monitored under our quality control procedures. Calls are free from a landline and from a mobile when calling from the UK.


How can I dispute a transaction under £25.00?
If you're disputing a transaction of £24.99 or less, you may be able to do this using our online service.
If you don’t recognise a transaction:
• Check with any additional cardholder(s) as they may have made this transaction.
• Check your receipts/emails/PayPal account for any transaction/confirmation on the same day, for the same amount. 
• Check the retailer’s name as many retailers trade under different names, so it may not be what you expect. Try entering the name into a search engine to find out more.
• Check for regular payment amounts, for example to Amazon or PayPal. Or could this be an annual subscription?
• Have you purchased something in relation to games consoles? This might be an add on which is charged monthly.
• Have you purchased a care plan with a product? For example, AG Product Support are in partnership with Curry’s and provide care plans for laptops.
• Have you signed up for a free trial? This may have ended and you’re now paying for the goods/services.
If you did not authorise this transaction, please call us straight away on 0800 032 1427.
 
If you do recognise the transaction:
You can dispute a transaction for any of the following reasons
• I have a problem with the goods/services that I’ve received
• I haven’t received the good(s) I ordered
• I’ve been charged for an item twice
• I’ve been charged the wrong amount for an item
• I have an issue with a recurring transaction or a cancelled subscription that I’ve been charged for
   
Before getting in touch with us:
• First of all try to resolve the problem with the retailer. 
• Allow the retailer time to process the refund (For Mastercard allow up to 30 days for a refund and for VISA it’s 20 days).
• Please don’t contact us if you haven’t spoken to the retailer first or allowed the necessary time for a refund to be processed.
• If you’ve not been able to resolve the problem with the retailer, we may be able to help so just give us a call. We may need to ask you for more information.


What will happen if I miss my payments?

Until you make an arrangement to repay the amount you owe, you're behind on your payments. For as long as you're one month or more behind, we'll charge you fees, as set out in our Tariff of Fees and Charges. In addition, as your balance will be higher, you'll pay more interest too.

We have to inform credit reference agencies that you've missed a payment – and this could make it hard for you to get credit if you need it in future.

If you do miss a monthly payment, get in touch with us as soon as you can – we want to help. Call us on 08085 40 50 60* and we'll go through the details and talk through all your options. Calls to this number are free from landlines and mobiles.



What are the opening hours of the contact centre if I need to speak to somebody for help with the mobile app?

Our online helpdesk will be able to answer your questions about the app and credit card colleagues will be able to help you with product questions. If you're not able to answer your question using our online helpdesk, see our opening hours and contact centre information.



What do I do if my access to the app has been suspended?

If your access has been suspended, please call our contact centre.



What happens if I change my mobile number or phone?

Please remember to call us if you change your number, so we have your number for security purposes.

If you're changing your mobile phone, please install the app again and follow the steps to register your new device.



I think someone knows my log in details. What should I do?

Please log in to online banking and change them immediately. Once you've done this, you can use your new details to access the app.



I've lost my phone. What should I do?

We'd strongly advise you to change your log in details for online banking.

If you're worried about fraud on your account please call us on 0808 540 5060*.

If you're changing your mobile phone, you'll need to reinstall the app and follow the steps to register your new device.

*Telephone calls may be recorded for security purposes and monitored under our quality control procedures. Calls are free from a landline and from a mobile when calling from the UK.



What security features does the app have?

You use your online banking details to register for the app. And we'll also send a one time passcode (OTP) to your mobile.

You also have the option to use fingerprint access on Android devices or fingerprint & face recognition access on Apple devices.



What happens next? And do I have the option to opt-out of the transfer process?

There are no immediate changes to your account and you do not need to take any action at this point. Further updates will be shared with you in plenty of time, before the sale process concludes in the first half of calendar year 2025.​



What can I do to protect myself from and report fraud?

Whether you have been the victim of fraud or are just looking to help protect yourself from fraud and scams, you can find handy hints and tips in our Fraud and Security Centre.



What if I made my booking with a third party and not directly with the retailer? (For example a theatre ticket booking company)

If you’ve booked through a third party contact the company you booked with for more information on your options for a refund.