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Q. How does a chip card work? Do I need to sign the back of my card?
A. The new VISA Desjardins cards are chip cards with a magnetic stripe.
Chip cards work with PINs, which replace cardholder signatures on bills. In general, you will have to enter your PIN when you use your VISA Desjardins chip card.
However, since the transition towards the new chip technology is a gradual process, some merchants will still use your card’s magnetic stripe, requiring you to sign the bill, so be sure to sign the back of your card.
Please note that when making a transaction, you will either be asked for your signature or your PIN. The merchant will let you know whether you need to sign or enter your PIN.
If you did not choose a PIN when you activated your card, please contact us at 514-397-4415 or 1-800-363-3380 (toll-free), 24 hours a day, 7 days a week. Follow the instructions given by the automated system. Press 0 to change your PIN with the assistance of an advisor.
Q. I requested a refund from a merchant, but the credit has not yet appeared on my VISA Desjardins account. Is this normal? When will I receive it?
A. There is always a delay when crediting an account and merchants have up to 15 days to do so. Credits are generally applied within 10 business days following your request for a refund.
If you have not received your credit after 15 days, contact the merchant. If you still don’t receive your refund, we can dispute the transaction. You will need to send us a signed letter explaining the situation, along with a copy of the credit note you received from the merchant. To ensure that your request will be processed quickly, be sure to include the following information:
- Your complete VISA Desjardins card number
- The name of the merchant
- The date and amount of the transaction
- Your name and your signature
Please include the date on which you requested the refund.
Send the letter to:
Fax: 514-397-0404 or 1-888-875-0444 (toll-free).
Desjardins Card Services
425 avenue Viger Ouest
Montréal (Quebec)
H2Z 1W5
Q. How do I cancel a recurring monthly charge on my VISA Desjardins card?
A. If you subscribed to something that automatically charges your VISA Desjardins card and you want to cancel it or change your method of payment, contact the merchant directly.
There are 4 ways to contact the merchant:
By phone
- Remember to make note of the confirmation number for your request.
By mail
- Keep a copy of the letter and proof of sending by Canada Post.
Online
- Keep a copy of the e-mail and acknowledgement of receipt.
By Fax
- Keep a copy of the letter and fax confirmation of receipt.
The letter sent to the merchant must include the amount, the date of the transaction you want to cancel and your credit card number.
If, following your cancellation request, the merchant continues to charge you, we will dispute the subsequent charges. Contact Customer Service at 514-397-4415 or 1-800-363-3380 (toll-free). Business hours are Monday to Friday 8:00 a.m. to 8:00 p.m., Saturday to Sunday 8:30 a.m. to 5:00 p.m..
Q. A transaction that has been authorized but not posted is on my VISA Desjardins account, but the amount doesn’t correspond to the amount of my purchase. What should I do?
A. Any transaction made with your VISA Desjardins card is authorized before being posted.
An authorized transaction stays on your account for 7 business days, which means that the amount is held against your available credit limit while we wait for the merchant to send us confirmation of the transaction. If the transaction is not billed after 7 business days, it will automatically be removed from your account.
Please contact us if you notice a discrepancy in the billed transaction.
By e-mail
Please use the secure form to e-mail us the following information:
- Your VISA Desjardins card number
- Your home telephone number
- Your date of birth
- Your mother's maiden name
- The amount and date of the incorrect transaction and also the name of merchant
Fill out the form
By phone
Contact Customer Service at 514-397-4415 or 1-800-363-3380 (toll-free). Business hours are Monday to Friday 8:00 a.m. to 8:00 p.m., Saturday to Sunday 8:30 a.m. to 5:00 p.m..
Q. I used my VISA Desjardins card to pay for gas but the authorized, unposted amount is much higher than the amount I purchased. Is this fraud?
A. When you prepay for your gas at the pump, some gas stations require a preauthorization between $65 and $150 to ensure that you have the necessary credit to pay for your gas. The preauthorized amount stays on your account for 5 to 7 business days before being removed. If you pay at the cash, no preauthorization is required.
Any transaction made with your VISA Desjardins card is authorized before being posted. This means that the amount is held against your available credit limit while we wait for the merchant to send us confirmation of the transaction. If the transaction is not billed after 7 business days, it will automatically be removed from your account.
Q. I went to a restaurant and the amount of the authorized, unposted transaction doesn’t match the one on my bill. How can this be corrected?
A. Any transaction made with your VISA Desjardins card is authorized before being posted. When you pay with a credit card at a restaurant, the preauthorized amount taken by the server is usually higher than the amount of your bill. The preauthorized amount stays on your account for up to 7 business days. This means that the amount is held against your available credit limit while we wait for the merchant to send us confirmation of the transaction.
If the transaction is not billed after 7 business days, it will automatically be removed from your account. Hence, if your transaction is currently being authorized, it is normal that the amount is higher than your purchase.
If the transaction is billed and the amount is not what you authorized, please let us know.
By e-mail
Please use the secure form to e-mail us the following information:
- Your VISA Desjardins card number
- Your home telephone number
- Your date of birth
- Your mother's maiden name
- The name of the merchant and the date of the transaction
Fill out the form
By phone
Contact Customer Service at 514-397-4415 or 1-800-363-3380 (toll-free). Business hours are Monday to Friday 8:00 a.m. to 8:00 p.m., Saturday to Sunday 8:30 a.m. to 5:00 p.m..
Q. Can a merchant charge me an additional fee for paying with a credit card?
A. A merchant may charge you an additional fee for a credit card transaction. If the merchant uses a Desjardins point of sale terminal, we can intervene. Desjardins Card Services requires that its merchants do not charge additional fees for credit card transactions. We will need proof that a fee was added to the bill. VISA charges are usually clearly marked on the bill.
To help us launch an investigation, please send us a letter explaining the situation and a copy of your sales receipt showing the overcharge. Please send it to:
Desjardins Card Services
425 avenue Viger Ouest
Montréal, Qc
H2Z 1W5
Fax: 514-397-0404 or 1-888-875-0444 (toll-free)
However, if the merchant is not a Desjardins Card Services client, we will be unable to intervene. In this case, please contact the bank with which the merchant does business.
Q. Can a merchant ask me for ID when I use my credit card?
A. Desjardins Card Services does not require merchants to ask cardholders for proof of ID when making a purchase, other than verifying signatures. As such, merchants are free to require cardholders to produce identification when paying with a credit card to avoid possible fraud.
No law or agreement biding you to Desjardins Card Services forces you to provide ID when you use your credit card. However, merchants are free to refuse to complete your transaction if you refuse to provide ID.
Q. I’d like to use PayPal but they are requesting a membership number. How do I obtain it?
A. You can use any VISA Desjardins credit card to make PayPal transactions .
If you are using PayPal for the first time, you’ll need a membership number. To get one, PayPal will ask for your VISA Desjardins card number to make a small transaction. When the authorization period ends, you’ll get a 4-digit membership number.
Once you have contacted PayPal, there will be a 5- to 7-day delay and then you can contact a customer service representative to get your membership number.
You will then be able to provide PayPal with your membership number and make PayPal transactions.
Contact Customer Service at 514-397-4415 or 1-800-363-3380 (toll-free). Business hours are Monday to Friday 8:00 a.m. to 8:00 p.m., Saturday to Sunday 8:30 a.m. to 5:00 p.m..
Q. I am trying to make a purchase online and I was asked for a password. What do I do?
A. If you want to make a transaction online and are asked for a password, it means the merchant you are dealing with uses the Verified by VISA service.
The Verified by VISA service offers VISA cardholders the option of adding a password to their credit card for online purchases. When shopping online, you’ll have to provide your credit card number and password to the seller, who will verify it with the issuing financial institution. This process protects both sellers and cardholders.
To register for the Verified by VISA service:
You can also register directly on a participating merchant’s site when you make your purchase.
Only participating merchants will ask for a password, even if you are registered with the Verified by VISA service.
To change the information on file with Verified by VISA:
Q. How does a chip card work? Do I need to sign the back of my card?
A. The new VISA Desjardins cards are chip cards with a magnetic stripe.
Chip cards work with PINs, which replace cardholder signatures on bills. In general, you will have to enter your PIN when you use your VISA Desjardins chip card.
However, since the transition towards the new chip technology is a gradual process, some merchants will still use your card’s magnetic stripe, requiring you to sign the bill, so be sure to sign the back of your card.
Please note that when making a transaction, you will either be asked for your signature or your PIN. The merchant will let you know whether you need to sign or enter your PIN.
If you did not choose a PIN when you activated your card, please contact us at 514-397-4415 or 1-800-363-3380 (toll-free), 24 hours a day, 7 days a week. Follow the instructions given by the automated system. Press 0 to change your PIN with the assistance of an advisor.
Q. I requested a refund from a merchant, but the credit has not yet appeared on my VISA Desjardins account. Is this normal? When will I receive it?
A. There is always a delay when crediting an account and merchants have up to 15 days to do so. Credits are generally applied within 10 business days following your request for a refund.
If you have not received your credit after 15 days, contact the merchant. If you still don’t receive your refund, we can dispute the transaction. You will need to send us a signed letter explaining the situation, along with a copy of the credit note you received from the merchant. To ensure that your request will be processed quickly, be sure to include the following information:
- Your complete VISA Desjardins card number
- The name of the merchant
- The date and amount of the transaction
- Your name and your signature
Please include the date on which you requested the refund.
Send the letter to:
Fax: 514-397-0404 or 1-888-875-0444 (toll-free).
Desjardins Card Services
425 avenue Viger Ouest
Montréal (Quebec)
H2Z 1W5
Q. How do I cancel a recurring monthly charge on my VISA Desjardins card?
A. If you subscribed to something that automatically charges your VISA Desjardins card and you want to cancel it or change your method of payment, contact the merchant directly.
There are 4 ways to contact the merchant:
By phone
- Remember to make note of the confirmation number for your request.
By mail
- Keep a copy of the letter and proof of sending by Canada Post.
Online
- Keep a copy of the e-mail and acknowledgement of receipt.
By Fax
- Keep a copy of the letter and fax confirmation of receipt.
The letter sent to the merchant must include the amount, the date of the transaction you want to cancel and your credit card number.
If, following your cancellation request, the merchant continues to charge you, we will dispute the subsequent charges. Contact Customer Service at 514-397-4415 or 1-800-363-3380 (toll-free). Business hours are Monday to Friday 8:00 a.m. to 8:00 p.m., Saturday to Sunday 8:30 a.m. to 5:00 p.m..
Q. A transaction that has been authorized but not posted is on my VISA Desjardins account, but the amount doesn’t correspond to the amount of my purchase. What should I do?
A. Any transaction made with your VISA Desjardins card is authorized before being posted.
An authorized transaction stays on your account for 7 business days, which means that the amount is held against your available credit limit while we wait for the merchant to send us confirmation of the transaction. If the transaction is not billed after 7 business days, it will automatically be removed from your account.
Please contact us if you notice a discrepancy in the billed transaction.
By e-mail
Please use the secure form to e-mail us the following information:
- Your VISA Desjardins card number
- Your home telephone number
- Your date of birth
- Your mother's maiden name
- The amount and date of the incorrect transaction and also the name of merchant
Fill out the form
By phone
Contact Customer Service at 514-397-4415 or 1-800-363-3380 (toll-free). Business hours are Monday to Friday 8:00 a.m. to 8:00 p.m., Saturday to Sunday 8:30 a.m. to 5:00 p.m..
Q. I used my VISA Desjardins card to pay for gas but the authorized, unposted amount is much higher than the amount I purchased. Is this fraud?
A. When you prepay for your gas at the pump, some gas stations require a preauthorization between $65 and $150 to ensure that you have the necessary credit to pay for your gas. The preauthorized amount stays on your account for 5 to 7 business days before being removed. If you pay at the cash, no preauthorization is required.
Any transaction made with your VISA Desjardins card is authorized before being posted. This means that the amount is held against your available credit limit while we wait for the merchant to send us confirmation of the transaction. If the transaction is not billed after 7 business days, it will automatically be removed from your account.
Q. I went to a restaurant and the amount of the authorized, unposted transaction doesn’t match the one on my bill. How can this be corrected?
A. Any transaction made with your VISA Desjardins card is authorized before being posted. When you pay with a credit card at a restaurant, the preauthorized amount taken by the server is usually higher than the amount of your bill. The preauthorized amount stays on your account for up to 7 business days. This means that the amount is held against your available credit limit while we wait for the merchant to send us confirmation of the transaction.
If the transaction is not billed after 7 business days, it will automatically be removed from your account. Hence, if your transaction is currently being authorized, it is normal that the amount is higher than your purchase.
If the transaction is billed and the amount is not what you authorized, please let us know.
By e-mail
Please use the secure form to e-mail us the following information:
- Your VISA Desjardins card number
- Your home telephone number
- Your date of birth
- Your mother's maiden name
- The name of the merchant and the date of the transaction
Fill out the form
By phone
Contact Customer Service at 514-397-4415 or 1-800-363-3380 (toll-free). Business hours are Monday to Friday 8:00 a.m. to 8:00 p.m., Saturday to Sunday 8:30 a.m. to 5:00 p.m..
Q. Can a merchant charge me an additional fee for paying with a credit card?
A. A merchant may charge you an additional fee for a credit card transaction. If the merchant uses a Desjardins point of sale terminal, we can intervene. Desjardins Card Services requires that its merchants do not charge additional fees for credit card transactions. We will need proof that a fee was added to the bill. VISA charges are usually clearly marked on the bill.
To help us launch an investigation, please send us a letter explaining the situation and a copy of your sales receipt showing the overcharge. Please send it to:
Desjardins Card Services
425 avenue Viger Ouest
Montréal, Qc
H2Z 1W5
Fax: 514-397-0404 or 1-888-875-0444 (toll-free)
However, if the merchant is not a Desjardins Card Services client, we will be unable to intervene. In this case, please contact the bank with which the merchant does business.
Q. Can a merchant ask me for ID when I use my credit card?
A. Desjardins Card Services does not require merchants to ask cardholders for proof of ID when making a purchase, other than verifying signatures. As such, merchants are free to require cardholders to produce identification when paying with a credit card to avoid possible fraud.
No law or agreement biding you to Desjardins Card Services forces you to provide ID when you use your credit card. However, merchants are free to refuse to complete your transaction if you refuse to provide ID.
Q. I’d like to use PayPal but they are requesting a membership number. How do I obtain it?
A. You can use any VISA Desjardins credit card to make PayPal transactions .
If you are using PayPal for the first time, you’ll need a membership number. To get one, PayPal will ask for your VISA Desjardins card number to make a small transaction. When the authorization period ends, you’ll get a 4-digit membership number.
Once you have contacted PayPal, there will be a 5- to 7-day delay and then you can contact a customer service representative to get your membership number.
You will then be able to provide PayPal with your membership number and make PayPal transactions.
Contact Customer Service at 514-397-4415 or 1-800-363-3380 (toll-free). Business hours are Monday to Friday 8:00 a.m. to 8:00 p.m., Saturday to Sunday 8:30 a.m. to 5:00 p.m..
Q. I am trying to make a purchase online and I was asked for a password. What do I do?
A. If you want to make a transaction online and are asked for a password, it means the merchant you are dealing with uses the Verified by VISA service.
The Verified by VISA service offers VISA cardholders the option of adding a password to their credit card for online purchases. When shopping online, you’ll have to provide your credit card number and password to the seller, who will verify it with the issuing financial institution. This process protects both sellers and cardholders.
To register for the Verified by VISA service:
You can also register directly on a participating merchant’s site when you make your purchase.
Only participating merchants will ask for a password, even if you are registered with the Verified by VISA service.
To change the information on file with Verified by VISA:
By e-mail
By phone
