Dispute a charge on your credit card

In this article:

Overview

You can only submit a dispute for a purchase made with your Wealthsimple Visa Infinite* or Visa Infinite Privilege* credit card. Consider the information below before disputing a charge on your credit card:

Reporting a fraudulent or unauthorized charge: A transaction on your statement you don't recognize could be fraudulent or unauthorized. Contact a credit card specialist at 1-855-585-2672 immediately to report a transaction from a merchant you've never dealt with before, a charge you don't recognize, or a charge for an amount you didn't authorize from a merchant.
Note: We're working hard to get the card into clients' hands and sending out more cards every week. Once you join the waitlist, your waitlist spot is secure, and you’ll get a notification as soon as you’re able to apply.

Before submitting a charge dispute

Before you submit a charge dispute, please review and follow the guidelines below:

  1. Review your receipts. Merchants may use different names and may bill you from offices in different locations.

  2. Confirm the cancellation of a monthly subscription. Before you dispute a monthly or trial subscription, review the details and ensure the subscription is cancelled.

  3. Contact the merchant. If your dispute falls under any of these categories, it's best to contact the merchant directly to resolve the issue and receive a refund:
    • Goods and services not provided
    • Cancelled recurring transactions
    • Error in billing
    • Not as described or defective merchandise
    • Credit not processed
    • Card-activated telephone transaction
    • Paid by other means

  4. Gather documentation. Collect documentation of your interaction with the merchant and include details such as the date, time, the subject of the conversation, a reference number (if available), and any email correspondence. We'll use this information to investigate the dispute.

  5. Pay your bill. It will take several weeks to investigate the dispute. While you wait, continue paying your credit card bill, or you will still accrue interest. If the dispute is successful, you will receive a refund.

How to submit a charge dispute

To submit a charge dispute, please call our support team after the transaction has been posted on your account statement. Transactions may temporarily show under Pending and Posted at the same time.

Note: We can't initiate the dispute process with Visa until the transaction(s) in question have been posted to your account, which can take up to 15 days.

We may follow up by email or phone if we need additional information. You must call us back promptly, as we have a limited amount of time to continue the dispute process on your behalf under applicable payment network rules. If you do not respond in time, we may have to reverse and withdraw any credits issued to you and close the dispute.

Note: Our ability to file a dispute on your behalf is subject to limitations governed by Visa dispute network rules.

* Trademark of Visa Int., used under license.

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