If you notice a payment that you didn’t make, it may not be fraud. It could be a pending or delayed payment and will be resolved soon. So if you don’t recognize a transaction, check if it could be one of these things:
Pending payments from petrol/gas stations. Petrol stations often preauthorize a maximum or estimated amount. The amount you actually spent should be charged in 1–3 days, and the rest will be automatically refunded to your account.
Payments made offline. Transactions made during a flight or at a food truck are often delayed, so may appear in your activity when you’re not expecting it.
Unfamiliar business names. Transactions are sometimes listed under a different trading name to the business you’re familiar with. Google the name to see if you recognise it.
Unexpected small charges. Businesses might charge your card for a small amount to make sure it works. This is common for hotels and car rentals and for your card verification. These small charges will usually be refunded within a few days.
Subscriptions. Free trials can lead to unexpected subscription charges. If this happens, get in touch with the merchant to ask for a refund, or cancel the subscription. Click here to learn more about unexpected subscription charges.
If at your opinion the payment is fraudulent
1. Freeze your card.
This will stop any more payments from going through. To do this:
On the Mobile App:
Open the Bilder app
Tap on Cards
Select the Card (if you have more than one)
Click "Freeze"
On Personal Web Panel:
Log in to your Bilder account
Select Cards
Click "Freeze"
2. Let us know.
Report the issue to us via [email protected] or your private manager. Include as much information as you can about what happened.
3. We’ll investigate. Once we’re done, we’ll email you again. We’ll also let you know if we blocked your card completely. You’re welcome to order a new one if that happens.