Unexpected or unauthorised subscription charges: what to do

Key rules

• Write first: Ask the company in writing to cancel and refund, and keep proof of every message.
• Act quickly: Contact your bank as soon as you spot the charge, because return deadlines apply.
• Escalate: If the company and your bank do not fix it, use your town hall's consumer office.

Bank return deadlines and complaint steps can vary, so confirm them with your bank and your town hall's consumer office.

Start with the company, in writing

Contact the company that took the money first. Ask it to cancel the subscription, stop future charges and refund the amount. Do it in writing, by email or through its contact form, so you have a record.

Include:

• your name and the account or customer number
• the date and amount of each charge
• a clear request: cancel, refund, and confirm both in writing

Keep screenshots of the charge, the sign-up page and any reply. Ask for an answer within a set number of days, for example 10.

Stop more charges

Do not wait for the company to reply before protecting your account.

• Direct debit: ask your bank to block further debits from that company.
• Card: ask your bank to block the card or issue a new one if you cannot stop the charges any other way.

Get the money back from your bank

If the company does not refund you, your bank is the next route.

• Direct debit (domiciliación): contact your bank and ask for the debit to be returned. Do it as soon as you see the charge, because time limits apply. Ask the bank for the exact deadline that applies to your case.
• Card payment: tell your bank you did not authorise the payment, or that the service was not what you agreed. Ask it to dispute the charge (a chargeback). Ask your bank which form or channel it uses and what proof it needs.

Make the request in writing or through the bank's app, and keep a copy.

If the problem is not solved

If the company ignores you or refuses, you have these routes:

1. Make a formal complaint to the company's customer service and ask for a reference number.
2. File a complaint with your bank's customer service department if the bank refuses to help. If that fails, you can take it to the Banco de España.
3. Go to your town hall's consumer office (OMIC), which can advise you and help with a consumer complaint.

Check the current steps and deadlines with your bank and your town hall's consumer office.