Concerned about a transaction?

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Concerned about a transaction?

If your travels were impacted by COVID-19, you booked your trip with your HSBC credit card and you have questions about possibly disputing your transaction, check the information below to learn more. We’re getting a high volume of requests and appreciate your patience as it may take us longer to respond.

We’re sorry to hear that you're having an issue with an unrecognized, unauthorized or incorrect transaction. Transaction errors happen and you can dispute them.

If you see a transaction you don't recognize and think it may be fraudulent, learn more here.

Quick steps to resolve your concerns:

Review the details of the transaction Follow our Dispute Checklist to confirm details of the transaction. You can review transaction details on your paper statement or online.
Contact the merchant
Merchants can resolve transaction errors within a few days, whereas it can sometimes take banks weeks to resolve. As a reminder, keep track of the date you contact the merchant and any additional information they provide you, or communication exchanged.
Still not resolved? We'll look into it

After you’ve contacted the merchant and the error hasn't been resolved, we can help.

Chat with us by clicking on the Chat button on the bottom right of your screen or call us at 1-866-406-4722 (1-866-405-4722 for Premier and Private Client Services) for assistance.

When you reach us, we will ask you to provide some details. The more details you provide, the quicker your dispute may be resolved. Investigating a dispute may take up to 60 days.

Transaction Charge Error vs. Fraudulent Charge
Transaction Charge Error	Fraudulent Charge
A transaction charge error is a transaction you recognize but appears to be incorrect. Examples include: A recurring transaction or trial subscription you canceled A product or service you never received or received late A one-time purchase you returned or canceled, and you still haven’t received a credit A charge higher than the amount on your receipt A product or service you received and are dissatisfied with Your card was charged even though you used cash or a different card The same card was charged more than once for the same transaction If you recognize the transaction but some of the details are incorrect or if you feel dissatisfied with how the merchant handled the transaction, please follow the dispute process.	A fraudulent charge is a transaction that wasn't made by you or anyone authorized to use your account. You have confirmed: This charge wasn't made by another authorized user on your account; You haven't let anyone else use your card; and You have reviewed the transaction details using our Disputes Checklist. If your card is lost or stolen, or you think someone used your account without permission, tell us immediately by calling 1-866-406-4722 (1-866-405-4722 for Premier and Private Client Services)

Transaction Charge Error vs. Fraudulent Charge
Transaction Charge Error	A transaction charge error is a transaction you recognize but appears to be incorrect. Examples include: A recurring transaction or trial subscription you canceled A product or service you never received or received late A one-time purchase you returned or canceled, and you still haven’t received a credit A charge higher than the amount on your receipt A product or service you received and are dissatisfied with Your card was charged even though you used cash or a different card The same card was charged more than once for the same transaction If you recognize the transaction but some of the details are incorrect or if you feel dissatisfied with how the merchant handled the transaction, please follow the dispute process.
Fraudulent Charge	A fraudulent charge is a transaction that wasn't made by you or anyone authorized to use your account. You have confirmed: This charge wasn't made by another authorized user on your account; You haven't let anyone else use your card; and You have reviewed the transaction details using our Disputes Checklist. If your card is lost or stolen, or you think someone used your account without permission, tell us immediately by calling 1-866-406-4722 (1-866-405-4722 for Premier and Private Client Services)

Transaction Charge Error
Fraudulent Charge

We’re sorry to hear that you're having an issue with an unrecognized, unauthorized or incorrect transaction. Transaction errors happen and you can dispute them.

If you see a transaction you don't recognize and think it may be fraudulent, learn more here.

Quick steps to resolve your concerns:

Review the details of the transaction Follow our Dispute Checklist to confirm details of the transaction. You can review transaction details on your paper statement or online.
Contact the merchant
Merchants can resolve transaction errors within a few days, whereas it can sometimes take banks weeks to resolve. As a reminder, keep track of the date you contact the merchant and any additional information they provide you, or communication exchanged.
Still not resolved? We'll look into it

After you’ve contacted the merchant and the error hasn't been resolved, we can help.

Chat with us by clicking on the Chat button on the bottom right of your screen or call us at 1-866-406-4722 (1-866-405-4722 for Premier and Private Client Services) for assistance.

When you reach us, we will ask you to provide some details. The more details you provide, the quicker your dispute may be resolved. Investigating a dispute may take up to 60 days.

If you have a transaction that you do not recognize on your credit card statement, confirm the information in the checklist below to determine if the transaction is valid.

Purchase amount – Compare your receipt and statement to confirm the purchase amount.
Transaction date – The date of your transaction with the merchant might be different from the posting date on your statement. Transactions are typically posted on the account a few days after the transaction date.
Merchant name – Merchants may use different names for billing purposes.
Location – Merchants may have processing centres in other cities or countries.
Timing of the transaction - Some merchants such as hotels or car rental companies may apply delayed or amended charges for their services
Online subscriptions – Sometimes trial offers automatically enrol participants into paid monthly subscriptions unless they are cancelled before a specific date – be sure to check your terms and conditions.
Authorized users - Ask any authorized users on your account whether they recognize the purchase. Their transactions will appear on your statement as well.

If you have reviewed the checklist and you still find the transaction to be incorrect, please continue with the dispute process.

Transaction Charge Error vs. Fraudulent Charge
Transaction Charge Error	Fraudulent Charge
A transaction charge error is a transaction you recognize but appears to be incorrect. Examples include: A recurring transaction or trial subscription you canceled A product or service you never received or received late A one-time purchase you returned or canceled, and you still haven’t received a credit A charge higher than the amount on your receipt A product or service you received and are dissatisfied with Your card was charged even though you used cash or a different card The same card was charged more than once for the same transaction If you recognize the transaction but some of the details are incorrect or if you feel dissatisfied with how the merchant handled the transaction, please follow the dispute process.	A fraudulent charge is a transaction that wasn't made by you or anyone authorized to use your account. You have confirmed: This charge wasn't made by another authorized user on your account; You haven't let anyone else use your card; and You have reviewed the transaction details using our Disputes Checklist. If your card is lost or stolen, or you think someone used your account without permission, tell us immediately by calling 1-866-406-4722 (1-866-405-4722 for Premier and Private Client Services)

Transaction Charge Error vs. Fraudulent Charge
Transaction Charge Error	A transaction charge error is a transaction you recognize but appears to be incorrect. Examples include: A recurring transaction or trial subscription you canceled A product or service you never received or received late A one-time purchase you returned or canceled, and you still haven’t received a credit A charge higher than the amount on your receipt A product or service you received and are dissatisfied with Your card was charged even though you used cash or a different card The same card was charged more than once for the same transaction If you recognize the transaction but some of the details are incorrect or if you feel dissatisfied with how the merchant handled the transaction, please follow the dispute process.
Fraudulent Charge	A fraudulent charge is a transaction that wasn't made by you or anyone authorized to use your account. You have confirmed: This charge wasn't made by another authorized user on your account; You haven't let anyone else use your card; and You have reviewed the transaction details using our Disputes Checklist. If your card is lost or stolen, or you think someone used your account without permission, tell us immediately by calling 1-866-406-4722 (1-866-405-4722 for Premier and Private Client Services)

Transaction Charge Error
Fraudulent Charge

Credit Card Dispute FAQs

Before contacting us, please try to resolve your dispute with the merchant and work with them for a solution.

If you were unable to resolve the dispute after contacting the merchant, please contact us and we’ll start an investigation. You’ll need to provide the transaction receipt and any terms & conditions related to the purchase. Having all this information will help with our investigation.

Here's how to submit a dispute request once you have all the documents we require:

Chat with us by clicking on the Chat button on the bottom right of your screen or call the phone number on the back of your Mastercard card, and an agent will help you submit a dispute.

When we receive your request, we will review the information and let you know if we will file a dispute with the merchant on your behalf. If so, we will send you a letter confirming this.

No, this reimbursement is provisional and the merchant has 45 days to respond. If you require more information on this, please chat with us by clicking on the Chat button on the bottom right of your screen or call us at 1-866-406-4722 (1-866-405-4722 for Premier and Private Client Services) for assistance.

If you don’t have all of the documents we need, please contact the merchant for a copy. It’s important we have this information as it will help us with the investigation.

To cancel a dispute, chat with us by clicking on the Chat button on the bottom right of your screen or call us at 1-866-406-4722 (1-866-405-4722 for Premier and Private Client Services).

While you wait, continue paying your credit card bill, or at least the minimum payment on your credit card balance and we will still charge interest. If the dispute is successful, you will be refunded.

If your card is lost or stolen, or you think someone used your account without permission, tell us immediately by calling 1-866-406-4722 (1-866-405-4722 for Premier and Private Client Services).

Only a merchant can cancel your pending transaction. If they don't respond or refuse to cancel it, you can dispute the transaction once it posts to your account.

If we submit a dispute to the merchant on your behalf, we’ll send you a letter confirming this was done. The letter will also outline details about how you’ll know if your dispute was successful.

If your dispute was unsuccessful, meaning the merchant declined the dispute, the original transaction amount will go back on your credit card. If this happens, we’ll send you a notice.

¹ A Pending Transaction is one that you have made with your credit card or your card number by your authorized user which has not yet posted to your account. When you make a pending transaction, the available credit on your account is automatically reduced by the amount of that transaction. It usually takes 3 to 5 business days for the pending transaction to post to your account. A posted transaction is one that you have made with your credit card or your card number and that has posted your account.

Concerned about a transaction?

We’re sorry to hear that you're having an issue with an unrecognized, unauthorized or incorrect transaction. Transaction errors happen and you can dispute them.

If you see a transaction you don't recognize and think it may be fraudulent, learn more here.

Quick steps to resolve your concerns:

Transaction Charge Error vs. Fraudulent Charge

Transaction Charge Error vs. Fraudulent Charge

Dispute Process

Dispute Checklist

Transaction Charge Error vs. Fraudulent Charge

Credit Card Dispute FAQs

What should I do if I want to dispute a transaction?

What do I need if I’m not happy with the options the merchant gave me and now I want to dispute the transaction?

How do I submit a dispute request?

Can I dispute a pending transaction?

How long do I have to dispute a transaction?

What if the transaction is for a product or service at a future date?

How long does a dispute take?

Is my dispute considered resolved in my favour once I receive the reimbursement?

What if I don’t have the documents you’re asking for?

Can I cancel a dispute I already submitted?

Do I have to pay the disputed amount?

What do I do when I see an unauthorized transaction?

How do I remove pending transactions from my account?

How will I know if my dispute was successful?

What happens if my dispute was unsuccessful?

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