This guide helps with
- Understand common reasons figures differ
- List your payments and compare them
- Account for timing, fees and instalments
- Ask us to reconcile any genuine difference
4 min read
What's happening
A statement that doesn't match your records usually comes down to timing or detail rather than error. A recent payment may not have been included if it hadn't cleared when the statement was produced. Surcharges, instalment amounts, or a payment that hasn't been matched yet can also make the figures look different from what you expected.
List your payments
Make a simple list to compare against the statement:
- Every payment date and amount you've made.
- The method used for each.
- The total you've paid so far.
Then line that up against the payments shown on the statement to spot what's missing or different.
Account for the usual causes
Before treating it as an error, check whether the difference is explained by:
- A recent payment that cleared after the statement date.
- A surcharge added to one or more card payments.
- A payment received but not yet matched due to a reference issue.
Our guides on payments that aren't showing and getting a receipt can help you fill in the gaps.
Ask us to reconcile
If the figures still don't add up, we'll happily go through it with you. Contact us through the contact page with your reference number and your list of payments, and we'll reconcile the account and explain any difference.
Good to know
- Differences are usually timing or detail, not an error.
- A recent payment may not appear if it cleared after the statement date.
- Surcharges and unmatched payments are common reasons figures differ.
- Send us your list of payments and we'll reconcile the account with you.
FAQ
Why isn't my latest payment on the statement?
It may have cleared after the statement was produced, or not yet been matched to your account. It should appear on the next statement once processed.
The balance is higher than I expected — why?
Check for surcharges on card payments, or a payment that hasn't been matched yet. If it still doesn't add up, contact us and we'll reconcile it.
Can you send me a full breakdown?
Yes. Contact us with your reference number and we can provide a breakdown of payments received and the current balance.
Still stuck? Our team is happy to help you sort it out.