Bank Account Issues

Learn how to talk about common bank problems like extra charges and unknown transactions. Practice useful phrases to ask for help, request a refund, and solve issues easily. Practise Listening – Reading – Speaking – Writing for IELTS. Build real-life English and feel more confident!

Learning Flow in This Unit:

1. Understand – listen to a dialogue and learn key vocabulary
2. Practice – complete vocabulary exercises
3. Use – apply the vocabulary in speaking and writing tasks
4. Check – see the answers below the exercises

📖 Stage 1 – Understand the Vocabulary

1️⃣ Listening for the main idea

Read and listen to the dialogue below and answer the questions.

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1. What problems did Ana have with her account?

2. How does Tom suggest fixing Ana’s issue with overcharged interest?

3. What does Tom recommend Ana do about the unexpected debits from her account?

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Tom (bank teller): Good afternoon, Ana! How can I assist you today?

Ana (client): Hi, Tom. I’ve noticed some issues with my account recently and I’m not sure how to solve them.

Tom: I’m here to help. Could you please tell me what specific issues you’re experiencing?

Ana: Well, I think I’ve been charged too much interest on my loan. Also, I’m not sure why there are some unexpected debits from my account.

Tom: I see. Let me take a look at your account. *reviewing account details* It appears there might have been an error in the interest calculation. I’ll make sure to rectify that for you. As for the unexpected debits, it seems there were some unauthorized transactions. We’ll need to investigate that further.

Ana: Thank you, Tom. I appreciate your assistance. How can we resolve these issues?

Tom: For the interest overcharge, I’ll process a refund to your account. Regarding the unauthorized transactions, I’ll initiate a dispute process to investigate and hopefully recover those funds for you.

Ana: That sounds good. Is there anything I need to do from my end?

Tom: I’ll need you to fill out a form for the dispute process and provide any additional information about those transactions if you have it. Other than that, just keep an eye on your account for the refund and any updates on the dispute.

Ana: Understood. Thank you so much for your help, Tom.

Tom: You’re welcome, Ana. I’ll make sure to get these issues resolved as quickly as possible. If you have any further questions or concerns, don’t hesitate to reach out.

Ana: I will. Thanks again, Tom. Goodbye!

Tom: Goodbye, Ana. Have a great day!

2️⃣ Listening for details

Listen to the dialogue again and decide if the statements below are True or False.

This time, listen carefully for specific information, such as reasons, opinions, or examples mentioned by the speakers.

1. Ana is happy with everything in her account.
2. Ana thinks she was charged too much interest.
3. Tom refuses to check Ana’s account.
4. Tom finds a possible error in the interest calculation.
5. The unexpected debits were authorized transactions.
6. Tom says he will refund the extra interest.
7. Tom ignores the issue with the debits.
8. Ana needs to fill out a form for the dispute process.
9. Tom tells Ana to close her account.
10. Tom asks Ana to monitor her account for updates.

3️⃣ Vocabulary matching

Match the words or expressions with their correct definitions.

Read each word carefully and choose the definition that best explains its meaning in the context of the topic.

1. An issue with	A. To watch something carefully
2. To solve	B. To fix or correct a problem
3. To charge interest on	C. To officially start a complaint procedure
4. To rectify	D. A problem or difficulty
5. An unauthorized transaction	E. To complete a document with information
6. To investigate	F. To look into something carefully to find the truth
7. To process a refund	G. To give money back
8. To initiate a dispute process	H. To ask for extra money for borrowing (e.g., a loan)
9. To fill out a form	I. To find an answer or solution
10. To keep an eye on	J. A transaction made without permission

✏️ Stage 2 – Practice the Vocabulary

4️⃣ Gap fill 

Complete the sentences using the words from the list.

Use each word once. Choose the word that best fits the meaning and grammar of the sentence.

an issue with • solve • charge interest on • rectify • unauthorized transaction • investigate • process a refund • initiate a dispute process • fill out a form • keep an eye on

1. Ana has ________ her account and wants help from the bank.
2. The bank will try to ________ the problem as quickly as possible.
3. Banks usually ________ loans and credit cards.
4. Tom will ________ the mistake in the interest calculation.
5. The debit was an ________ and needs to be checked.
6. The bank will ________ the situation to find out what happened.
7. Tom will ________ to return the extra money to Ana.
8. The bank will ________ to deal with the suspicious transactions.
9. Ana needs to ________ to provide her details.
10. Tom tells Ana to ________ her account for updates.

5️⃣ Collocations exercise

Some words often appear together in natural English. Choose the word that forms the correct expression.

issue • interest • refund • dispute • form • eye • transaction • problem • account • investigation

1. an ________ with your account
2. charge ________ on a loan
3. process a ________
4. initiate a ________ process
5. fill out a ________
6. keep an ________ on your account
7. an unauthorized ________
8. solve a ________
9. bank ________
10. start an ________

6️⃣ Word forms exercise

Complete the table with the correct word forms.

Fill in the missing verb, noun, adjective, or adverb forms of the words.

Verb	Adverb	Adjective	Noun
Investigate
Solve
Refund
Authorize
Charge

7️⃣ Paraphrasing / sentence transformation

Rewrite the sentences using the word in brackets.

Keep the same meaning, but change the structure of the sentence.

This exercise helps you learn different ways to express the same idea.

1. The bank will check the problem carefully. (investigate)
2. There was a mistake in my account. (issue)
3. The bank will give the money back to the client. (refund)
4. The bank will start a formal complaint process. (dispute)
5. The payment was made without permission. (unauthorized)
6. The bank will fix the error in the system. (rectify)
7. The customer needs to complete a document. (form)
8. The bank will look after the problem immediately. (solve)
9. The bank added extra cost for the loan. (charge interest)
10. The bank will carefully monitor the account. (keep an eye on)

8️⃣ Error correction

Each sentence contains one mistake. Find the mistake and correct it.

This exercise helps you improve accuracy and natural vocabulary use.

1. The bank will investigates the problem immediately.
2. I have an issue for my account.
3. The bank will refunding the money tomorrow.
4. There was an authorized transaction on my account.
5. The bank will solve carefully the problem.
6. The customer needs to fill a form out.
7. The bank will keep an eye to your account.
8. The bank will make an investigation into the complaint.
9. They will process a refund to my account yesterday.
10. The bank will charge interest in the loan.

🗣️ Stage 3 – Use the Vocabulary

9️⃣ IELTS Speaking tasks.

Practice using new vocabulary in IELTS Speaking Parts 1-2-3:

Answer the questions using vocabulary from this unit.

Part 1 (4-5 minutes):

1. What is your name? /give your full name: first name and last name/
2. What shall I call you?
3. Can I see your ID, please?

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1. Where is your hometown?
2. What is your hometown like?
3. Do you like your hometown?
4. Do you often visit your hometown? Why or why not?

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Let’s talk about bicycles.

1. Do you have a bike?
2. How often do you use it?
3. How old were you when you started riding a bike? 
4. Do many people in your country ride bikes? Why or why not?

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Let’s now discuss dreams. 

1. Do you often have dreams?
2. Do you usually remember your dreams? 
3. What kinds of dreams are important to remember? Why? 
4. Do you ever daydream? 

Part 2 (2-3 minutes):

Describe a time when you managed your money well.

You should say:

• what the situation was
• why you needed to manage your money carefully
• what you did to control your spending
• and explain how you felt about the result

You have 1 minute to take notes. You should speak for 2 minutes.

Part 3 (5-6 minutes):

Answer the following questions. Give reasons and examples.

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First, let’s consider personal money management

1. Why do some people find it difficult to manage their money?
2. How can people improve their money management skills?
3. Do you think it is better to save money or spend it? Why?

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Let’s now discuss society and money

1. Do you think schools should teach financial literacy? Why or why not?
2. How has technology changed the way people manage money?
3. Is it easier or harder to save money today compared to the past?
4. How do advertising and social media influence people’s spending habits?

🔟IELTS Writing tasks

Task 1 (IELTS Academic Training): Write at least 150 words. You have 20 minutes to plan – write – proofread your task. 

The chart below shows how people in a country distributed their monthly income in 2000 and 2025 across five categories: housing, food, savings, entertainment, and transportation.

Summarise the information by selecting and reporting the main features, and make comparisons where relevant. 

• 2000: Housing 30%, Food 25%, Savings 15%, Transport 15%, Entertainment 15%
• 2025: Housing 40%, Food 20%, Savings 10%, Transport 15%, Entertainment 15%

1. Introduce the chart (paraphrase the question)
2. Describe the main trends / patterns
3. Compare data where relevant
4. Make overall observations

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Task 2: Write at least 250 words. You have 40 minutes to plan – write – proofread your task. 

Many people today find it difficult to save money.

What are the reasons for this, and what solutions can be suggested?

Suggested Approach:

✍️ Essay Plan (Problem–Solution)

🔹 Introduction

• Paraphrase the topic
• Say you will discuss reasons and solutions

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🔹 Body 1 — Reasons

• High cost of living (rent, food)
• Poor spending habits (shopping, credit cards)

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🔹 Body 2 — Solutions

• Financial education (budgeting, saving)
• Better habits (track spending, save regularly)

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🔹 Conclusion

• Summarise: it’s difficult, but possible to improve with good habits

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💡 Tip

👉 Write 2 reasons + 2 solutions only for a clear, strong essay.

ANSWERS 

EXERCISE 1:

1. What problems did Ana have with her account?
Ana had two problems: she was charged too much interest on her loan, and there were unexpected (unauthorized) debits from her account.

2. How does Tom suggest fixing Ana’s issue with overcharged interest?
Tom says he will correct the mistake and give Ana a refund.

3. What does Tom recommend Ana do about the unexpected debits from her account?
Tom asks Ana to fill out a form and give any information she has so the bank can investigate and try to get her money back.

EXERCISE 2:

1. False – Ana says she has “issues with my account,” so she is not happy.
2. True – She says, “I think I’ve been charged too much interest.”
3. False – Tom says, “Let me take a look at your account,” so he agrees to help.
4. True – Tom says, “there might have been an error in the interest calculation.”
5. False – Tom says the debits were “unauthorized transactions,” not authorized.
6. True – Tom says, “I’ll process a refund to your account.”
7. False – Tom says he will “initiate a dispute process” to investigate the debits.
8. True – Tom says, “I’ll need you to fill out a form for the dispute process.”
9. False – Tom never tells Ana to close her account.
10. True – Tom tells her to “keep an eye on your account for the refund and updates.”

EXERCISE 3:

1 – D
2 – I
3 – H
4 – B
5 – J
6 – F
7 – G
8 – C
9 – E
10 – A

EXERCISE 4:

1. an issue with
2. solve
3. charge interest on
4. rectify
5. unauthorized transaction
6. investigate
7. process a refund
8. initiate a dispute process
9. fill out a form
10. keep an eye on

EXERCISE 5:

1. issue
2. interest
3. refund
4. dispute
5. form
6. eye
7. transaction
8. problem
9. account
10. investigation

EXERCISE 6:

Verb	Adverb	Adjective	Noun
Investigate	investigatively	investigative	investigation
Solve	solvably	solvable	solution
Refund	—	refundable	refund
Authorize	authorizably	authorized	authorization
Charge	chargeably	chargeable	charge

EXERCISE 7:

1. The bank will investigate the problem carefully.
2. There was an issue with my account.
3. The bank will refund the money to the client.
4. The bank will initiate a dispute process.
5. There was an unauthorized transaction.
6. The bank will rectify the error in the system.
7. The customer needs to fill out a form.
8. The bank will solve the problem immediately.
9. The bank charged interest on the loan.
10. The bank will keep an eye on the account.

EXERCISE 8:

1. The bank will investigate the problem immediately.
2. I have an issue with my account.
3. The bank will refund the money tomorrow.
4. There was an unauthorized transaction on my account.
5. The bank will carefully solve the problem.
6. The customer needs to fill out a form.
7. The bank will keep an eye on your account.
8. The bank will investigate the complaint.
9. They will process a refund to my account.
10. The bank will charge interest on the loan.