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Don’t recognise a charge?

Tell us and we will look into it. We need very little: the amount and the date are enough to find the transaction.

Two minutes before you write, which usually settles it

Most of the charges people query with us have a simple explanation. If any of these fits, you may not need to write at all — though you are welcome to anyway.

  • Look at the full description of the charge in your banking app, not just the first few words. Many apps truncate it and cut off exactly the part that identifies it.
  • Check the date. A charge can take up to three working days to appear on a statement, so the bank’s date is not always the day the payment was made.
  • Ask whoever else uses that card. A partner, a child or a relative in your care is behind a good share of the queries we receive.
  • If the payment was made by phone, the statement shows our name and not the number that was called. That is what confuses people most, and it does not mean the charge belongs to someone else.

What gets charged under our name

AndalPay is not an intermediary and does not collect money for anyone else: charges bearing our name are for services we provide ourselves. Specifically, personal entertainment and self-development consultations answered by phone or online, and the prepaid vouchers that pay for them. When you write to us, our reply tells you exactly what was booked, when, through which channel, and for how much.

If you think someone else used your card

Write to us anyway and we will block it, but call your bank first: they can cancel the card straight away and we cannot. And remember that we will never ask you for your card number by email, WhatsApp, SMS or through a form on this website. If you have received anything like that using our name, send it to us: it is not ours and we want to see it.

Tell us which charge to look at

We only ask for what we need to find the transaction. The less of your data we hold, the better for both of us.

How we reply to you

The cardholder’s name, if you know it.

This is where we reply.

Only if you would rather we called.

The charge you want checked

The exact amount, including decimals.

As shown on your statement.

Copy it exactly, even if it looks like gibberish. It is the single most useful thing for finding the charge.

If you are not sure, leave it on “I don’t know”.

Card, Apple Pay or Google Pay: the last four digits of the card, and nothing else.

Bizum: the phone number the payment was made from.

PayPal: the email address of the account that paid.

Venmo: the username, with or without the at sign.

Cash App Pay: the $cashtag of the account that paid.

Whatever the method, do not enter a full card number here, or its expiry date, or its security code: we don’t need them and this form rejects them.

Anything else that helps

Optional. Whether you want a refund, whether you think someone else used your card, or any detail you remember.

Privacy

What happens next

You will get a reference number on screen and by email. We find the transaction and reply within 48 working hours, telling you what was booked, when, and what your options are. If the charge should not have happened, we refund it: we would rather refund a doubtful payment than argue about it.

You can raise this with your bank at any time, and this form takes nothing away from that right. We only ask for the chance to sort it out first — it is usually considerably faster.