An unexpected charge deserves prompt attention, but first distinguish an unfamiliar description from a transaction you never authorised. A renewal, duplicate payment and unauthorised purchase call for different explanations and may follow different procedures.
If you suspect that your card or account has been used without permission, contact your bank or payment provider immediately through its verified app, website or phone number. Do not wait for a merchant response before reporting suspected unauthorised activity.
Identify what the transaction represents
Check the amount, currency, date and whether the entry is pending or completed. Compare it with receipts and subscription confirmations. The merchant description may differ from the product name you remember, so an unfamiliar label is a reason to investigate, not proof of fraud by itself.
Look for another account or purchase channel you used. If the subscription was obtained through an app store, use that store's purchase history and support route. Do not follow contact details from an unsolicited message claiming to explain the charge.
Gather a short factual timeline
Note when you registered, what offer you accepted, any trial endpoint and any cancellation request or confirmation. Include the order reference if available. Keep the explanation focused on the particular amount in question.
For example, a useful hypothetical timeline would state that renewal was confirmed as cancelled on one date and identify a later completed charge. It should not claim that a refund is guaranteed; the provider still needs to investigate the transaction and applicable terms.
Our guide to documenting cancellation explains which records help resolve that kind of discrepancy.
Make the request match the problem
Ask for clarification if you do not recognise the description. If the amount differs from the accepted offer, explain that difference and attach the relevant record. If you are requesting a refund, identify the transaction and the reason rather than assuming that cancellation already requested one.
A concise message can say: “Please review order [reference], charged [amount and currency] on [date]. My concern is [specific discrepancy]. The attached confirmation shows [relevant fact]. Please explain the charge and confirm how this will be resolved.” Replace the bracketed details with your own facts and omit any attachment that exposes unnecessary personal information.
Understanding subscription costs and billing periods can help distinguish an annual purchase from a monthly renewal before you describe the issue.
Escalate promptly when appropriate
If the merchant cannot resolve the problem, ask your payment provider about the applicable dispute process. The US Consumer Financial Protection Bureau's credit-card guidance advises notifying the card company promptly and describes a written-notice deadline for preserving certain US billing-error rights. Those procedures should not be assumed to cover every country or payment method.
Ask about the deadline and evidence requirements for your own situation. Describe the facts accurately, distinguishing an unauthorised purchase from a purchase you authorised but now dispute. A refund or chargeback is not guaranteed simply because you submit a request.
Protect your information and check the outcome
Never send a password, one-time login code, full card details or private images to someone claiming they need them to release a refund. Use verified channels and retain the case reference and response.
If you also want to stop future renewals, address that separately. Read free trials and automatic renewals if the charge followed an introductory offer. Afterwards, verify the outcome in the relevant account or statement rather than relying only on a promise in a message.
Related reading
AI Subscription Costs: What to Check Before Paying
