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Can I stop or block charges on my credit or debit card?
Frequently Asked Question
The short answer is no. Once a card is swiped your card or payment is authorized, you cannot stop or block the charge. What happens next depends on whether the charge is fraudulent or non-fraudulent.
- Fraudulent charges: You didn’t initiate or authorize a charge at any time and/or do not recognize it.
- Single charge issue with a merchant or service provider (non-fraudulent charges): You did authorize the charge, but there was a problem. This could include not receiving the item or service, being charged incorrectly or multiple times, or a credit not being issued for a return.
- Recurring charges (non-fraudulent charges): You initially authorized the charge for recurrent payments, then cancelled, but the merchant or service provider continues to draw payments from your account.
IMPORTANT: For non-fraudulent charges, contacting the merchant or service provider is the first step. If you have already contacted them, please retain any information relating to the transaction, such as receipts, emails, or messages.
Once the charge has posted, you can begin the dispute process. Learn more about how to dispute a charge here.
Fraudulent Charges
Fraudulent charges are transactions on your credit or debit card that you did not initiate or authorize. This includes PIN-based ATM transactions.
These fraudulent charges may occur either when the card is in your possession (someone has counterfeited or duplicated your card), or the physical card has been lost or stolen. If your card has been lost or stolen, it is recommended that you file a police report where the card was used.
If you discover fraudulent activity on your Citadel cards, notify us by one of the following methods:
A representative will help you complete the Card Fraud Report. The report must be signed by the cardholder that has the fraud, and should include all unauthorized transactions, including items that are pending.
Please note that if Citadel’s monitoring systems detect suspected fraud on your account, you will be notified using the contact information listed in your account to verify your activity.
Non-Fraudulent Charges
Transaction issue with a merchant or service provider
In this case, you initiated or authorized the charge and provided your credit or debit card number for goods or services, but there is an issue with the transaction. Next steps vary depending on the type of issue, but contacting the merchant or service provider should always be the first step.
IMPORTANT: Pending non-fraud transactions cannot be disputed. Non-fraud transactions must post to your account before they can be disputed.
| Cancellation of merchandise or service | You attempted to cancel with the biller but were still charged. You must provide proof of attempted cancellation, such as an email, to open a dispute |
| Credit not received | You returned an item for a credit, but the credit was not issued. A dispute can be opened 15 days after a credit was requested |
| Incorrect amount charged | You have a receipt for the correct amount, but a different amount was charged to your account |
| Multiple charges | You were charged multiple times for the same transaction. For example, a merchant charged you twice for a single order. There must be at least 1 valid charge and 1 disputed charge |
| Non-receipt of merchandise or service | You did not receive an item or service you paid for. A dispute can be opened 30 days after the transaction date |
| Paid by other means | You’ve made payment by another means, such as paying cash after a hotel stay, but the card used to hold the room was also charged |
| Quality of merchandise or service | You are dissatisfied, or the item or service you paid for is not what you ordered. You may be requested to provide additional documentation to support your request |
In all cases, contacting the merchant or service provider first is required.
Canceling recurring payments
Automatic payments using your credit or debit card are a convenient way to pay bills, subscriptions, or services. If you want to prevent your card from being charged, there are several steps you need to follow.
1. Contact the biller. Contacting the merchant or service provider is your first step. Let them know you no longer want your credit or debit card to be charged and ask for information on their cancellation process. Most legitimate companies will accept your request to cancel unless there are specific contractual obligations.
You may need to fax, email, or mail a notice stating you no longer authorize automatic withdrawals or payments from your credit or debit card.
Keep a copy of your correspondence as well as details of any phone conversations (e.g. the time, date, and reference number). This will serve as proof of your request to cancel should the company fail to stop charging your account.
2. Contact Citadel. If you have followed the merchant or service provider’s cancellation process, but the charges continue, you can contact Citadel to revoke authorization. You will be asked to provide any documentation you have regarding attempts to cancel with the biller.
Note: Stopping payment or revoking authorization through Citadel does not release you from any contractual obligations to the merchant or service provider. You may be subject to anything from late fees to legal action if you break a contract.
3. Monitor your accounts and follow up. With Online & Mobile Banking, you can monitor your accounts closely after you’ve requested the cancellation and retain any documentation or correspondence with the biller.
