If you have questions regarding a merchant transaction or any product or service acquired through the use of your account, before contacting us you must attempt to settle the problem or dispute directly with the merchant. We are not responsible for any problems or disputes you may have with a merchant or in respect of a merchant not honouring or accepting any credit device. However, you may contact us to discuss disputes you may have with a merchant or with us with respect to a transaction or if you need more information about a transaction on your statement. We are not obliged to take any action for merchant disputes unless required to do so by law.
Do I have to send written details to help with my dispute?
To ensure we have all required information to investigate your transaction dispute on your behalf, it is important that we have all the relevant information to investigate your claim. This will also minimize additional delays in the dispute process so that we may work to resolve the dispute as quickly as possible for you. Be sure to document your interaction with the merchant in respect of reporting your disputed transaction with them, and include important details such as the date, time, the subject of the conversation, a reference number (if available) and any email correspondence. This information will be important in the investigation of the dispute.
If you decide to contact us, write us on a separate sheet (or use a copy of the form provided on your statement) at the following address:
P.O. Box 9614
Or fax to 1-877-839-6262
Do not send the notice on or with your payment. We must hear from you no later than 60 days after the statement closing date of the first account statement on which the transaction or suspected error appeared. You can telephone us, but doing so will not preserve your rights. In your letter, provide all of the following information
- Your name and account number
- The dollar amount of the suspected error
- The posting date of the transaction in question
- The merchant name
- A description of the error and an explanation, if you can, of why you believe there is an error. If you need more information, describe the item you are not sure about
Merchant charge-backs are subject to MasterCard Rules and Regulations. Even if you have problems or disputes with a merchant, you are still responsible for the total amount owing on your account (which includes the disputed transaction(s)) and for making your Minimum Payments on time as required under this Account Agreement. If a merchant gives you a refund and we receive a credit voucher from the merchant, we will deduct the amount of the credit voucher from the amount you owe on your account. If we agree to credit your account in respect of a merchant dispute, you agree that your rights and claims with respect to the credit are automatically assigned to us. In certain situations, you may be required to sign additional documentation before we can credit your account.
Continue to make your payments.
It will likely take MBNA several weeks to investigate your dispute. While you wait, you are required to continue to pay at least your Minimum Payment Due set out on your credit card statements as usual. Your account will continue to accrue interest as set out in your Account Agreement during this time. If the dispute is successful, you will be refunded the appropriate amounts.
What happens after a dispute investigation is started?
First, we will contact the merchant on your behalf. The merchant may either:
- Acknowledge the error and refund your money – we will contact you by letter if this is the case or you may see the refund on your statement.
- Provide us with proof and information regarding the transaction – in this case we will provide the supporting documents to you for your review.
Please note that we are obliged to give merchants 45 days to respond to an inquiry/request.
How long does it take to investigate and resolve a transaction dispute?
The time required for a complete resolution of a disputed transaction may vary, ranging from a couple of days to several weeks. The time for resolution will depend, in part, on the information provided in your response and how quickly you respond to our requests. Rest assured that we always work to resolve your dispute as quickly as possible.
How does a temporary credit/suspension of charge work?
You may see a suspended amount/credit or similar notation on your account statement while an inquiry is being investigated. This means that we will not request payment for the amount in question until the dispute investigation is closed. Depending on the result of the investigation‚ the temporary or suspended credit amount will be:
- Made permanent if the merchant authorizes a refund
- Removed when the merchant credit appears on your account
- Removed‚ if it turns out that the charge was valid; you will be required to pay the disputed amount.
Will I receive a credit each time I dispute a transaction?
MBNA cannot guarantee that the final outcome of a dispute investigation will be in your favour and result in a refund. Depending on several factors, including whether you initiate the dispute in a timely manner, the availability of required documentation, and if merchant evidence proves the charge is valid, you may not receive a credit for the disputed transaction. While every case is unique, MBNA aims to credit your account for charges that are not valid in the shortest possible time. In most cases where a charge is determined not to be valid, a credit can appear as quickly as on your next account statement.
You must notify MBNA within 60 days after the Statement Closing Date of the account statement on which the transaction appears and ensure that all documentation requested is complete and returned promptly, as time is crucial when attempting to dispute an invalid charge.
Can I stop a merchant from billing my account?
We cannot prevent a single merchant from billing your account. We advise that you to contact the merchant if you do not want them to bill your account. If the merchant is unable or unwilling to grant your request, you may certainly open a dispute file with us. To do so, please fill out our Transaction Dispute form within 60 days after the Statement Closing Date of the account statement on which the transaction appears. Please download our Transaction Dispute form here and send it to us so we can investigate on your behalf.
Credit card issuers are not permitted to prevent a single merchant, with whom you've entered into an agreement, from billing the account. We understand the inconvenience this causes, but the proper process, to ensure a merchant stops billing your account, involves contacting each individual merchant to retract your authorization to bill the account. We additionally suggest you take note and save information about dates and times you've contacted the merchant. If they continue billing the account after you have taken this step, you will have grounds to dispute the transaction, and then we will be able to investigate.
If I close my credit card, will it stop merchants from billing my credit card?
Closing or changing your credit card account number will not prevent a merchant from charging the card as we cannot intervene in existing contracts you have with specific merchants. Your best course of action is to attempt to resolve your dispute with the merchant directly. If your attempts to resolve your transaction dispute with the merchant have been unsuccessful, please download the Transaction Dispute form here and send it to us so we can investigate on your behalf.
Download the Transaction Dispute form here