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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:

  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. 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.

Credit Card Dispute FAQs

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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