- Dispute Content
- Dispute Checklist
- Transaction Charge Error vs. Fraudulent Charge
- Credit Card Dispute FAQs
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:
- 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.
- 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.
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 |
Fraudulent Charge |
|---|---|
A transaction charge error is a transaction you recognize but appears to be incorrect. Examples include:
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:
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 Premier or Jade) |
| Transaction Charge Error |
A transaction charge error is a transaction you recognize but appears to be incorrect. Examples include:
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:
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 Premier or Jade) |
| Transaction Charge Error |
|
| Fraudulent Charge |
Q: What should I do if I want to dispute a transaction?
Before contacting us, please try to resolve your dispute with the merchant and work with them for a solution.
Q: What do I need if I’m not happy with the options the merchant gave me and now I want to dispute the transaction?
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.
Q: How do I submit a dispute request?
Once you have all of the documents we’ve asked for, you can submit a dispute request in the following ways:
- If the transaction is within your current statement period: log on to your Online banking, find the transaction you’re disputing and select ‘need help’.
- If the transaction is past your current statement period: call the phone number on the back of your credit card and an agent will help submit a dispute request. When we receive your request, we’ll review the information and let you know if we will submit a dispute to the merchant on your behalf. We’ll let you know (by letter) if we submit a dispute to the merchant on your behalf.
Q: Can I dispute a pending transaction1?
You’ll need to wait for the transaction to post before you can dispute it.
Q: How long do I have to dispute a transaction?
Submit your dispute within 30 days of the transaction first appearing on your statement.
Q: What if the transaction is for a product or service at a future date?
You can submit your dispute within 30 days of the service date or product delivery date.
Q: How long does a dispute take?
The investigation and processing could take up to 60 days.
Q: Is my dispute considered resolved in my favour once I receive the reimbursement?
No, this reimbursement is provisional and the merchant has 45 days to respond. If you require more information on this, please call us at 1-866-406-4722 (1-866-405-4722 Premier or Jade) for assistance.
Q: What if I don’t have the documents you’re asking for?
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.
Q: Can I cancel a dispute I already submitted?
To cancel a dispute, call us at 1-866-406-4722 (1-866-405-4722 Premier or Jade).
Q: Do I have to pay the disputed amount?
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.
Q: What do I do when I see an unauthorized transaction?
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 Premier or Jade).
Q: How do I remove pending transactions from my account?
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.
Q: How will I know if my dispute was successful?
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.
Q: What happens if my dispute was unsuccessful?
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.
Dispute Content
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:
- 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.
- 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.
Dispute Checklist
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:
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:
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 Premier or Jade) |
| Transaction Charge Error |
A transaction charge error is a transaction you recognize but appears to be incorrect. Examples include:
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:
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 Premier or Jade) |
| Transaction Charge Error |
|
| Fraudulent Charge |
Credit Card Dispute FAQs
Q: What should I do if I want to dispute a transaction?
Before contacting us, please try to resolve your dispute with the merchant and work with them for a solution.
Q: What do I need if I’m not happy with the options the merchant gave me and now I want to dispute the transaction?
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.
Q: How do I submit a dispute request?
Once you have all of the documents we’ve asked for, you can submit a dispute request in the following ways:
- If the transaction is within your current statement period: log on to your Online banking, find the transaction you’re disputing and select ‘need help’.
- If the transaction is past your current statement period: call the phone number on the back of your credit card and an agent will help submit a dispute request. When we receive your request, we’ll review the information and let you know if we will submit a dispute to the merchant on your behalf. We’ll let you know (by letter) if we submit a dispute to the merchant on your behalf.
Q: Can I dispute a pending transaction1?
You’ll need to wait for the transaction to post before you can dispute it.
Q: How long do I have to dispute a transaction?
Submit your dispute within 30 days of the transaction first appearing on your statement.
Q: What if the transaction is for a product or service at a future date?
You can submit your dispute within 30 days of the service date or product delivery date.
Q: How long does a dispute take?
The investigation and processing could take up to 60 days.
Q: Is my dispute considered resolved in my favour once I receive the reimbursement?
No, this reimbursement is provisional and the merchant has 45 days to respond. If you require more information on this, please call us at 1-866-406-4722 (1-866-405-4722 Premier or Jade) for assistance.
Q: What if I don’t have the documents you’re asking for?
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.
Q: Can I cancel a dispute I already submitted?
To cancel a dispute, call us at 1-866-406-4722 (1-866-405-4722 Premier or Jade).
Q: Do I have to pay the disputed amount?
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.
Q: What do I do when I see an unauthorized transaction?
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 Premier or Jade).
Q: How do I remove pending transactions from my account?
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.
Q: How will I know if my dispute was successful?
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.
Q: What happens if my dispute was unsuccessful?
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.