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How do I dispute a credit card transaction?

If you notice a transaction on your account that is incorrect, you may want to verify it carefully before disputing it. 

Review the details of this transaction in your online bank. 

Here’s how: 

  • Sign in to your online bank. 
  • Select the account used for the transaction you want to see.  
  • Select the transaction to display its details. You will find information such as the name of the merchant, transaction amount, account name used, account balance after the transaction, category, comments you wrote, the name of the person who made the transaction (for an account with co-holders), and more. 

Contact your merchant 

Mistakes happen. If you notice a mistake such as a purchase being charged to your card twice, contact the merchant directly to request a refund or assistance.  

Here are the main reasons why you can dispute a transaction: 

  • You did not receive the product you ordered. 
  • Your cancelled subscription continues to be billed. 
  • The product you received is defective or does not match the description at the time of purchase. 
  • Your purchase was double billed. 
  • You cancelled your purchase but did not receive your refund. 

To be able to resolve the dispute, you must first take the necessary steps with your merchant before contacting us. Then, if you have not been able to arrive at a solution with your merchant, you can gather your proof of purchase and call us at 1-888-622-2783 to dispute the transaction on your credit card. One of our advisors will be able to help you.  

If you still believe that the transaction is a mistake, you can dispute it.  

Important: 

Note that if the status of the transaction you wish to dispute is Pending, it means the transaction has not yet been billed to your credit card account, even if it is already included in your balance. You must wait for the transaction to be charged to your account before disputing it.   

To check the status of your transaction from your web browser:   

  • Sign in to your online bank.  
  • Click Balance from the left menu.  
  • Select the credit card account you wish to verify.  
  • In the Date column, you will find the date on which the transaction was charged to your account, or Pending, which means that the transaction has not yet been processed.    

From the National Bank app:  

  • Sign in to the National Bank app.  
  • Select the credit card account you want to verify.  
  • If you have transactions that have yet to be processed, the Pending status appears to the right, underneath the transaction amount. This status disappears when the transaction is charged to your account.   

If you have not received a refund from the merchant, submit your dispute request as soon as possible. The dispute may be refused if it is submitted too late. If your request for a refund is accepted, it will take approximately 10 to 15 days to be processed. 

Want to know more? 

Read our article on disputed transactions, also known as chargebacks.

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Terms of use
National Bank’s virtual assistant

When using our Virtual Assistant Service (the "Chatbot"), you accept these Terms of Use, which are subject to change without notice. Furthermore, you agree to consult these Terms of Use from time to time and acknowledge that your continuing use of the Chatbot means that you have accepted any changes that may have been made. Your continued use of the Chatbot means that you’ve read, understand and agree to these Terms of Use, the Terms of Use for our website, our Online transaction services, and to our privacy policy. You also understand any other agreements that you have with us will continue to apply when you use the Chatbot.

1. Our Services and your responsibilities

The Chatbot is an automated service which is integrated into our online banking platform.

The Chatbot is preprogrammed to answer general questions concerning the use of our online banking platform solely for informational purposes. The Chatbot is not able to answer questions on personal monetary transactions or products you hold with us.

By using the Chatbot, you understand and agree that:

  • The Chatbot does not provide financial advice or financial planning services.
  • The Chatbot does not conduct any banking transactions.
  • The Chatbot may not be able to answer all your questions. Therefore, it may not be able to provide you with the information you require. You must judge whether the answer provided responds to your question accurately. In the case of uncertainty, a customer service representative would be happy to help you. You can call us toll free at 1-888-483-5628 or 514-394-5555.
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  • We monitor, record and store the discussion that you have with the Chatbot to improve our interactions with our clients.
  • You will not provide the Chatbot with any confidential, personal, or private information. For example, you will not provide the Chatbot with your login information, PIN or other personal banking information.

2. Limitation of Liability

You acknowledge that we won’t be liable for any losses or damages that you may suffer as a result of your use of the Chatbot, including if the Chatbot is unavailable for any reason.

We cannot guarantee that the results obtained via the Chatbot will be accurate and reliable and that the answers provided will meet your expectations.

We will not be held liable for damages you incur as a result of:

  • Any delay, error, interruption or omission on our part or any other event beyond our control.
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  • Your failure to meet any of your obligations.
  • Any amendment to or suspension, refusal or blockage of the Chatbot.
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3. Language

You have requested that these Terms of Use, and related documents be drawn up in English.

4. Governing Law

These Terms of Use are governed and must be interpreted in accordance with the laws in force in the province or territory where you reside. If you reside outside Canada, the laws in force and the courts of competent jurisdiction are those of the province of Quebec.

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