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
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?
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.