THE BIG IDEA: PROBLEM → CARD / ATM → TRANSACTION → SOLUTION
1. “My card isn’t working.”
Start with the general problem, then explain what happened.
2. “My card was declined.”
Explain that a payment was not accepted.
3. “The ATM kept my card.”
Explain that the machine did not return your card.
4. “The ATM didn’t give me the cash.”
Describe a withdrawal where the cash did not come out.
5. “I was charged twice.”
Explain that you see two charges for the same purchase.
6. “I don’t recognize this transaction.”
Ask about a transaction you cannot identify. This states uncertainty without claiming you already know its cause.
7. “Can you freeze my card?”
Ask the bank whether it can temporarily block use of the card.
8. “Can I get a replacement card?”
Ask how to obtain another card.
9. “Is there a fee?”
Ask about a charge before agreeing to the proposed service.
10. “What should I do next?”
Ask which step is needed to resolve the problem.
Put it together
“My card was declined. It happened at the supermarket this morning. Could you check the problem? What should I do next?”
Use the Four Finger Rule
WANT TO: What do you want to accomplish?
HAVE TO: What facts do you have to explain?
NEED TO: What question do you need answered?
MIGHT: What might you need to repeat or clarify?
Prepare your first sentence and one backup question. If you do not understand, try: “Could you say that again, please?”
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Related lesson: English for a lost passport.
