What is a disputed transaction?
A disputed transaction is a transaction that you believe has been charged in error or is invalid.
Some examples of disputed transactions could include:
- Being charged for something that you or an Authorized User on your account didn’t initiate
- Being charged for merchandise or services that you or an Authorized User didn’t receive
- Being charged for a reoccurring transaction that you or an Authorized User cancelled
- Failing to receive the service or merchandise as described or was damaged on arrival
How do I dispute a Visa transaction?
- Verify that the transaction is incorrect
View ‘How do I verify if a transaction is invalid?’ below to help you determine if the transaction is a disputed transaction.
- Contact the merchant directly first if possible
Once you’ve confirmed the transaction is incorrect, and if you have a past relationship with the merchant, we recommend you contact the merchant directly to discuss the incorrect transaction. You’ll need to provide them with receipts and any documentation you have. This is often the fastest and easiest way to resolve the error.
- Contact Card Services
In cases where you don’t have a relationship with the merchant, or if you were unable to resolve the issue directly with the merchant, contact Card Services. You can send us a secure message through the Manage my Visa card website or call us at 604-877-4999 or toll-free 1-800-611-8472. You’ll need to provide details regarding the purchase or service, and any interaction with the merchant. We’ll then be able to investigate the transaction based on the information you’ve provided. Please include all of the following information:
- The reason why you feel you have been charged incorrectly
- Date and time of the transaction
- What was discussed or communicated
- Any reference numbers that you may have received
Keep in mind there are specific timelines when disputing transactions. You need to let us know within 90 days of the transaction that you’d like to dispute. Once we’ve reviewed your request to dispute the transaction and received all relevant documentation, it can take up to an additional 90 days for your dispute to be processed. Depending on the details of your request, we cannot guarantee that the outcome will be in your favour.
|Continue to make at least the minimum payment or if possible the balance of your enviro Visa card while the transaction is being disputed to ensure your account remains in good standing.|
How do I verify if a transaction is invalid?
Before you dispute a transaction, you’ll need to verify that the transaction is invalid. When reviewing your enviro Visa account statement, consider the following:
The transaction date
- On your statement, you’ll see both the transaction date and the posting date. The posting date is often a few days after the transaction date and reflects when the payment was processed, not when it was purchased. The transaction date should match the date on your receipt.
- Some merchant, such as hotels or car rental agencies, may apply or amend charges at a later date. If the charge is from a merchant you’ve dealt with before, we recommend verifying with them what the charge was for.
- The merchant name on your statement may be different from the one on your receipt. For example, if the merchant is owned by a larger company, the receipt may show the store name but on your Visa statement, it may show the company name.
- The merchant’s location may be included on your statement. If the location doesn’t match the store location, or if you don’t recognize the location, it could be the merchant’s head office or processing center.
- If you’ve recently signed up for a trial offer, make sure to read the terms and conditions carefully as many offers automatically enroll participants into paid subscriptions after the trial period. Depending on the terms of the offer, you usually need to cancel before the end of the trial period to prevent getting charged for a paid subscription.
Authorized Users on your account
- If you don’t recognize the transaction, check to see if an Authorized User on your account made the transaction. You can filter transactions by Primary Cardholders and Authorized Users in online banking or the Manage my Visa card