Intermediate · B1 / B2 · Finance

Card & Payment Problems

Your goal: report a blocked card, a fraud charge, and a refund problem, and protect your account.

1

Survival Phrases

Blocked / lost card

  • I think my card's been blocked — it was declined three times.
  • I've lost my card — could you cancel it and send a new one?
  • Can you freeze the card while I look for it?

Fraud

  • There's a charge I don't recognise — £120 at a shop I've never been to.
  • I think someone's used my card online — can you check?
  • Should I change my PIN?

Refunds

  • The refund was supposed to land by now — could you check?
  • It shows as refunded but it's not in my account.
  • Is this a refund or a reversal?

Disputes

  • I'd like to dispute this charge — what's the process?
  • Could you send me a dispute form?
2

Model Dialogue

Read the dialogue aloud twice — once for each speaker. Notice how B picks up A's words and adds something.

Marina: Hi, there's a charge on my card I don't recognise — £120 at a shop in Manchester.

Bank: Let me look… yes, yesterday at 4pm. Do you still have your card?

Marina: Yes, it's here. So someone used the details online, not the card itself.

Bank: Looks like it. I'll cancel this card and issue a new one. And I'll start a fraud claim on the charge.

Marina: How long until the refund?

Bank: Up to ten working days while we investigate. You'll get a provisional credit sooner if it's confirmed fraud.

Marina: OK. And my PIN — do I change it?

Bank: The new card comes with a new PIN. Don't reuse the old one.

Marina: Got it. Could you email me the dispute reference?

Bank: Sending now. Keep an eye on your account for the next few days.

3

Register: formal vs informal

SituationMore formalMore informal / natural
Reporting fraudThere's a charge I don't recognise — I think it's fraud.There's a dodgy charge.
Lost cardI've lost my card — could you cancel and reissue it?I've lost my card — cancel it, please.
Refund timingWhen should I expect the refund, and is there a provisional credit?When's the refund coming?
DisputingI'd like to dispute this charge — what's the process?I want to dispute this.
At B1/B2 the line between formal and informal is often tone and softeners (just, a bit, possibly), not different words. Soften requests when the stakes are higher.
4

Typical Mistakes (B1/B2 & Portuguese interference)

  • My card was blocked by the machine. → My card was declined. / It seems my card's been blocked. ((declined vs blocked))
  • There is a charge that I don't know. → There's a charge I don't recognise. ((recognise))
  • I want to cancel my card. → I'd like to cancel this card and issue a new one. ((reissue))
  • When I receive the refund? → When should I expect the refund? ((expect))
  • I want to dispute. → I'd like to dispute this charge. ((dispute + object))
  • I changed my PIN. → The new card comes with a new PIN. ((comes with))
5

Culture Note

  • Freeze first, cancel later — many apps let you freeze a card instantly while you look for it; cancelling is irreversible.
  • Report fraud fast — your liability is often capped only if you report promptly.
  • Provisional credit is a temporary refund while a bank investigates; it becomes permanent if fraud is confirmed.
  • Never read your full card number or PIN over chat — legitimate banks ask you to verify another way.
6

Practical Task

  1. Rebuild the dialogue with a lost-then-found card (freeze, not cancel).
  2. Record your part, reporting fraud calmly.
  3. Write the timeline of what happens after you report (cancel, new card, dispute, refund).
  4. Real-life mission: read a real bank's fraud page and find three terms (unrecognised, provisional credit, chargeback).

Before you finish, can you…

  • ☐report a charge you don't recognise?
  • ☐ask to cancel and reissue a card?
  • ☐ask about refund timing and provisional credit?
  • ☐request a dispute reference in writing?
Bring your dialogue — the teacher plays a bank agent who must 'escalate' the fraud claim.