Disputing a credit card charge
Learn what you need to do before disputing a credit card charge. View the steps to get an unauthorized transaction cancelled.
What does it mean to dispute a charge?
Disputing a charge is a process that allows you to request a refund on a credit card transaction that you didn’t authorize or that violates agreed-upon terms and conditions.
You can start this process if you haven’t been able to resolve the situation with the merchant.
You could dispute a charge for:
- Goods or services you didn’t purchase or receive
- Goods or services that don’t fit the initial description
- Duplicate transaction amounts
- Refunds not posted to your account
Keep in mind that some transactions can’t be disputed.
Before disputing a charge
Double check the transaction details
Use our mobile and online services to review the transaction details, such as:
- Name of merchant on transaction
- Name of merchant on statement
- Transaction category
- Transaction date and amount
The merchant name listed on the transaction or on your statement is sometimes different from the merchant name you’re familiar with. For example, a grocery store that goes by a certain name may appear under the name of its parent company instead.
To identify the merchant, you can enter the name listed on the transaction into a search engine and see what comes up.
Verify if the transaction falls under one of these categories
Authorized, unposted transactions
When you use your credit card, we reserve the required amount on your available credit while we wait for the merchant to confirm the transaction.
An authorized transaction may remain on your account for 13 to 36 business days. If the transaction isn't confirmed, it gets deleted.
Pre-authorization holds 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.
This amount also appears as an authorized unposted transaction. It remains on your account for 5 to 7 business days, then disappears.
Monthly or yearly subscriptions
If you have subscriptions charged directly to your credit card, review all your active subscriptions and take note of their renewal dates. Compare the dates to the unrecognized transaction to see if they match.
How to dispute a charge
Step1. Try to resolve the issue with the merchant
Before calling us, read the conditions of the transaction (if there are any) and make sure you’ve complied with them.
If you’ve complied with the conditions, contact the merchant to try to resolve the situation. You must give them 15 days to contact you or make arrangements.
Step2. Contact us to open a file
If you can’t come to an agreement with the merchant, call us at 514-397-4415 Phone number of customer service for the Montreal area. This link opens your phone app. or at 1-800-363-3380 Phone number of customer service for Canada and the US. This link opens your phone app. We’ll see if your charge can be disputed, and if so, open a file and explain what to do next.
We’re here to guide you through the process and speak on your behalf with the merchant, Visa*, Mastercard® or other parties.
Step3. 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.
Made your purchase online?
If your purchase was made online, you can submit a chargeback request.
A chargeback is a process set out in the Consumer Protection Act to protect individuals who purchase goods or services online. For more information, visit Quebec's Consumer protection agency website External link..
How to request a chargeback
To submit a chargeback request in accordance with the Consumer Protection Act, write to us through our mobile and online services or mail us your request.
Using our mobile and online services
- Log in to our mobile and online services.
- Select Messages, then Write message, then select Credit cards and prepaid cards as the recipient and Other as the subject.
- Write your message.
- Select AccèsD message box.
- Select Send.
By mail
Send your request to:
Desjardins Card Services
c/o Administration/Disputes
450 De Maisonneuve Boulevard West
Montreal QC H3A 0H2
FAQ
What if I never got what I ordered?
- Contact the merchant after the expected delivery date. Then, give them 15 days from the date you contacted them to resolve the situation.
- Check if the merchant went bankrupt. If that’s the case, contact the trustee or liquidator. Give them at least 15 days to respond or make arrangements.
If you still haven’t heard anything after 15 days, you can dispute the charge using our mobile and online services.
If you’re disputing more than 3 charges or already have an ongoing dispute with the same business for unreceived goods, call us at the phone number on the back of your card.
How do I go ahead and dispute a charge for unreceived goods?
Before disputing a purchase for merchandise you didn't receive, gather the following information:
- Brief description of the situation
- Detailed description of item ordered (brand, colour, size)
- Original expected delivery date
- Full address where the product was supposed to be delivered
- When and how you tried to resolve the situation with the merchant
- Response from the merchant, if there was one
Then, send us this information using our mobile and online services.
- Log in to our mobile and online services.
- Select Messages, then Write message, then select Credit cards and prepaid cards as the recipient and Transactions, statements of account as the subject.
- Write your message with details about the transaction.
- Select AccèsD message box.
- Select Send.
While we check with the merchant’s financial institution, you’ll get a temporary credit on your account. If we get a response from the merchant, we’ll call you to follow up about the status of the dispute.
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 once 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, call us at 514-224-7737 Phone number of customer service for the Montreal area. This link opens your phone app. (514-CAISSES) or at 1-800-224-7737 Phone number of customer service for Canada and the US. This link opens your phone app. (1-800-CAISSES).
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 have up to 15 days to credit your account.
If 15 days have passed and you still haven’t received your refund, 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, you need to contact the merchant directly to cancel it. 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 9 PM (Eastern Time)
Saturday and Sunday: 8 AM to 6 PM (Eastern Time)