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Disputing a credit card charge

See the steps involved in disputing a credit card charge.

What is a credit card dispute?

Disputing a charge is a process that allows you to request a refund on a credit card transaction that you didn't authorize or on one that violates merchant terms and conditions.

You could dispute a transaction for:

  • Items or services you didn't purchase or receive
  • Goods or services that don't fit the initial description
  • Duplicate or incorrect transaction amounts
  • Refunds not posted to your account

Keep in mind that some transactions can't be disputed.

Good to know

Before disputing a charge, check to see if it falls under one of the following categories.

Pre-authorizations at gas stations

When you pay at the pump, some gas stations require a pre-authorization amount, generally between $75 and $150, to make sure you have enough credit available on the card to pay for your gas.

The pre-authorization amount will stay on your account for 5 to 7 business days and then disappear. If you pay inside, pre-authorization amounts aren't necessary.

Authorized, unposted transactions

Whenever you use your credit card, the transaction is first authorized before it's billed or posted to your account. Authorized transactions that haven't yet been posted will stay on your account for about 7 business days.

We reduce your available credit by the authorized amount until the merchant finalizes the transaction. If the transaction isn't billed within that timeframe, it's automatically deleted.

If you suspect a charge is fraudulent

Find a charge you don't recognize or didn't make? It may be fraudulent, so report it to us immediately by calling 1-800-CAISSES This link will launch your default phone software. (1-800-224-7737).

How to dispute a charge

 Étape1. Make a good-faith effort to resolve the issue with the merchant

Before you call us, contact the merchant right away if you see a charge that doesn't fulfil its terms and conditions.

Check the terms and conditions

Read through and comply with the associated terms and conditions of the charge, if applicable.

Contact the merchant

Make a good-faith effort to resolve the issue with the merchant directly.

Wait 15 days

Allow the merchant enough time to respond or to contact you if you can’t reach them.


 Étape2. Contact us to open a file

If you can't resolve the issue with the merchant, contact us. We see if your charge can be disputed, open a file and explain what to do next.

We're here to guide you through all the steps and handle things on your behalf with merchants, the Visa*  and Mastercard® networks, and others.

Call us at 514-397-4415 Phone number of the card services customer service for the Montreal area. This link will launch your default phone software. or at 1-800-363-3380 Phone number of the card services customer service for Canada and the US. This link will launch your default phone software. , options 9-1‑2‑2.

Information to have on hand

  • Transaction details (date, merchant details, terms and conditions, etc.)
  • Your credit card statement that lists the charge
  • Supporting documents (receipts, delivery slips, etc.)
  • Paper trail that shows you’ve tried to resolve the issue with the merchant (emails, call dates and times, etc.)

 Étape3. Wait for the dispute settlement

We'll contact you if the dispute isn't successful or if we need more information to complete your file.

If the dispute is successful, we'll close your dispute file.

FAQ

My credit card was charged the wrong amount. What do I do?

Whenever you use your credit card, the transaction is first authorized before it's billed or posted to your account. Authorized transactions that haven't yet been posted will stay on your account for about 7 business days. This is how long it takes the merchant to finalize the transaction. If the transaction isn't billed within that timeframe, it's automatically deleted.

If the transaction amount is wrong after it's been billed, the first thing to do is to contact the merchant to try to resolve the matter. If you can't come to an agreement, then call us at 514-397-4415 Phone number of the card services customer service for the Montreal area. This link will launch your default phone software. or at 1-800-363-3380 Phone number of the card services customer service for Canada and the US. This link will launch your default phone software.

I asked the merchant for a refund, but my credit card still hasn't been credited. Is this normal?

It can take some time for the credit to be applied. Merchants can take up to 15 days to credit your account.

If your continued attempts to get a refund don't succeed, contact us.

My credit card is billed every month, and I want to stop this recurring charge. What do I do?

If you have a subscription that's automatically billed to your credit card and want to cancel it, you need to contact the merchant directly. But first make sure to read and comply with any terms and conditions tied to the recurring charges.

If you're still being charged after contacting the merchant, call us to start the dispute process.

Contact us

By phone

Monday to Friday: 7 AM to 11 PM (Eastern Time)
Saturday and Sunday: 8:30 AM to 8 PM (Eastern Time)

* Trademark of Visa International Service Association and used under licence. Mastercard ® and World Elite ® are registered trademarks, and the circles design is a trademark of Mastercard International Incorporated.