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Concerned about a transaction?

Dispute Process

 

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:

  1. 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.
  2. 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.
  3. Still not resolved? We'll look into it

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

- If the transaction is still on your current statement cycle, sign in to your HSBC account, find the transaction and follow the instructions to start a dispute by clicking on the ‘Need help’ link below the transaction. We'll investigate on your behalf.

- If the transaction is on your previous statement cycle, you can reach us via HSBC Live Chat or call us at 1-866-406-4722 (1-866-405-4722 Premier or Jade) for assistance.

When you call us, we will ask for the details you gathered during steps 1 and 2 above. The more detail you provide, the quicker your dispute may be resolved. Investigating a dispute may take up to 60 days.

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.

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