Disputing a credit card charge
Disputing a credit card charge
Disputing a charge (also referred to as a chargeback) is a process that allows you to request a refund on an unauthorized transaction made with your credit card or on one where the terms and conditions established with the merchant were not fulfilled. We’re here to guide your through all the steps and handle things on your behalf with merchants, the Visa* and Mastercard® networks, and others.
Chargeback: How to dispute a charge
We'll take care of opening your file and initiating the dispute for you. Before contacting us, we ask that you verify things on your end as soon as you see a charge that doesn’t fulfil its terms and conditions. However, contact us right away if you see a suspicious, potentially fraudulent charge.
Examples of potentially disputable charges
- Being charged for an item you didn’t purchase or receive
- When a good or service doesn't fit the initial description
- Being charged twice for one purchase
- Not being credited for an item you've returned
1 What to do before contacting us
If you have concerns about one of your transactions, here's what you should do. If you're still unable to resolve the issue with the merchant, go to step 2.
2 How to initiate a dispute
Contact us and we’ll review your file to determine whether your charge can be disputed. If so, we’ll explain what to do next.
Examples of what to have on hand before your call
3 Follow-up
We'll contact you if the dispute is unsuccessful or if we need more information to complete your file.
If you suspect a charge is fraudulent
Make a habit of checking your transactions, both in AccèsD and on your monthly statements. Contact us immediately if you see a suspicious-looking transaction.
Contact us
Business hours
Monday to Friday: 7 AM to 8 PM
(eastern time)
By phone
Montreal area:
514-397-4415, options 1-2-2
Elsewhere in Quebec, Canada and the US:
1 800 363-3380, options 1-2-2
Did you know?
Before disputing a charge, make sure it isn’t one of the following cases, as these can sometimes be misunderstood.
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Preauthorizations at gas stations
Some gas stations use preauthorizations to ensure you have enough credit to pay for your gas. In most cases, the preauthorized amount stays on your account for 5 to 7 business days before being removed.
Learn more about preauthorizations at gas stations. -
Transactions that have been authorized but not posted
You may notice that an authorized transaction doesn't correspond to the amount of your purchase. The transaction won’t be billed until the merchant sends us confirmation, usually within 7 business days. This is when you can confirm if there’s been an error.
Learn more about authorized, unposted transactions.
* Trademark of Visa International Service Association and used under licence.
® Mastercard, World Elite and the circles design are registered trademarks of Mastercard International Incorporated.