FAQ - Desjardins credit cards - Transactions

New Desjardins credit 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.

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 Desjardins credit 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

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..

Any transaction made with your Desjardins credit 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 Desjardins credit 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..

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 Desjardins credit 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.

Any transaction made with your Desjardins credit 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 Desjardins credit 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..

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. Credit card 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.

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.

You can use any 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 Desjardins credit 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..

When you shop online with a participating merchant, you no longer have to enter your ID and password. The service evaluates the likelihood that the transaction wasn't made by you. In some very limited situations where further information is required, you'll be asked to verify your identity with a security passcode or confirm your information by calling Desjardins Customer Service at the number on the back of your card. Once the information has been confirmed, you can return to the site to complete your purchase.

When you shop online you'll no longer be prompted to enter your ID and password. You'll be able to shop online with the protection of Verified by Visa or Mastercard Identity Check without having to remember an ID and password.

The security passcode is sent to the mobile phone number or email address associated with the account. The contact information may belong to another cardholder (for example, primary or joint cardholder).

The credit card verification (CCV) number is the 3-digit number on the back of your credit card that helps merchants identify their clients and make sure they are in possession of their credit card. Only merchants with whom you do business online or by phone will ask for your CCV.

The CCV offers merchants additional protection. It is safe to give them your CCV number.

Desjardins Card Services wants to assure you that you will not be held responsible for any purchases made on your Visa Desjardins account without your authorization.

You have 15 days to let us know of any questionable transactions appearing on your statement of account.

Our Fraud Prevention Service is equipped with an automated system that allows it to react quickly when suspicious transactions are made on your account. If fraud is suspected, our automated system or fraud prevention agent will call you to confirm the transactions you made. You won't be asked any personal authentication questions. If you don't recognize the transactions on your account, our security department will take the necessary precautions, such as cancelling your card. If you're not available at the time of the call, we'll leave a message asking you to call the number indicated on the back of your card.

If a person calls you claiming to be a Desjardins Card Services employee and requesting information like your credit card number, expiry date, the 3 numbers on the back of your card, or any other personal information, hang up. The caller does not work for Desjardins Card Services. We already have all this information. You can only be asked these personal questions to identify yourself when you call us.

Be vigilant and use your credit card responsibly and safely. If, despite taking precautions, you're still the victim of fraud, Desjardins Card Services will provide you with assistance and resources.

If you receive e-mails asking for your personal information, don't reply, even if they seem like they are official Desjardins messages. Desjardins will never ask you to provide personal information by e-mail, unless you have contacted us first.

You can forward the suspicious e-mails to phishing@desjardins.com.

If you have responded to a fraudulent e-mail and given your personal information, please contact the fraud prevention department at 1-866-335-0338.

Please remember to always browse on secure sites when sending confidential information online. If you don't see a security seal on your screen (the locked padlock icon) or if you notice that the seal is broken (the open padlock icon), the security of your Internet transaction cannot be guaranteed and a third party may be able to intercept.

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