If a Trendetna charge on your statement is not one you recognise, tell us first, with the amount, the date and the last four digits of the card. We can look up exactly which booking it belongs to and who made it.
Most turn out to be one of these:
- somebody else in the household booked;
- the descriptor on the statement is not the experience's name;
- two places on one booking, showing as one larger amount than expected;
- a pending authorisation from an unfinished checkout, which disappears on its own.
Before you open a dispute with the bank
If the charge really is not yours, you should absolutely raise it with your bank. But if there is any chance it is a booking somebody made, ask us first.
A dispute takes weeks to resolve, and while it runs, the booking it relates to is frozen: we cannot refund it, because the money is already held by the bank's process. Asking us is faster and keeps every option open.
If you think your card has been used fraudulently
Tell your bank immediately, and tell us. We will freeze anything associated with the payment on our side while it is investigated.