How to file a complaint with a payment card network operator

From: Financial Consumer Agency of Canada

If, as a merchant, you have a complaint or a problem with a payment card network operator (PCNO), you can take the following steps to resolve it.

Step 1: Acquirer

First, you should try to resolve the problem directly with your acquirer—the payment card processor.

Step 2: Payment card network operator

If your complaint cannot be resolved with the acquirer, it may be referred to the PCNO.

Find more information about your PCNO's dispute resolution process.

Financial Consumer Agency of Canada (FCAC)

FCAC will monitor the payment card networks’ compliance with the Code of Conduct for the Credit and Debit Card Industry in Canada.

However, please remember that FCAC does not provide redress or compensation and cannot get involved in individual disputes.

Learn more about how FCAC handles complaints.

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