What should I do about a returned payment, an unexpected withdrawal or a possible duplicate?

Applies to: United States and Canada.

For a US home or auto account, or a Canadian home account, contact Customer Care to confirm the transaction's status and agree on the next action. Say whether the issue is a returned payment, an unexpected date or amount, or a possible duplicate.

• Returned payment: Ask whether a retry is planned or has already been submitted, what payment remains due, and what needs confirming before another attempt.
• Unexpected withdrawal: Identify the affected payment month and the difference from the arrangement you expected. Request confirmation of the future collection setup as well as review of the completed withdrawal.
• Possible duplicate: Ask the team to trace both entries and confirm whether they represent the same installment before arranging a replacement payment. If you also paid the original lender or servicer, mention that.

Have the relevant dates, notices and transaction records ready, and ask how to provide them securely. Include any upcoming deadline in your initial request.

If you are requesting reimbursement or a fee review, ask for that decision separately. A correction to a payment setup does not, by itself, confirm that a refund or fee reversal has been approved.