Chapter 4 of 5
Chapter 4 of 5
Charges you do not recognise
If you see on your statement an “ONBIO*” charge followed by a name that does not ring a bell, do not worry yet. It is almost always a purchase of yours in a store that uses its business name. Before complaining to your bank, find which store it belongs to.
Find the charge
- 1. Open the page Who charged me?.
- 2. Type the Amount in euros as it appears in your bank and choose the Date of the charge.
- 3. Type the Last 4 digits of the card and click Find the charge.
If there are matching charges, you see the stores with a charge like that. Click Go to the store to see whose it is, or See my purchase to see it by confirming your email.
It is a purchase with another name
Many stores use the business name, which does not always match the person you follow. If you remember buying something around those dates, that is probably it.
It is a subscription or an instalment
If the charge repeats each month or year for the same amount, it is a subscription or an instalment of an instalment payment. If you no longer want the subscription, cancel it from My subscriptions in your area. Instalments continue until the total is completed.
Someone else bought it
If the purchase email is not yours, someone at home may have used your card. Ask first. If nobody did, tell your bank and write to soporte@onbio.es with the purchase ID and the charge date.
If it does not appear
The charge can take a day to have its final date. Type the amount with its cents. Bizum payments have no last card digits and appear in your bank's app with the store's name. If it still does not appear, write to soporte@onbio.es with a screenshot of the charge. I do not recognise a charge explains it.
What you have now
You know how to identify a charge. In the last chapter you see when to complain to your bank.
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Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support