How to file a complaint with a payment card network operator
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.
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.
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