Overview

A pre-authorized debit lets a third party withdraw money from your bank account. You can dispute a pre-authorized debit in your Cash account if you don't recognize it or think it's incorrect.  

It's important to submit your dispute as soon as possible, as we can't process disputes for transactions older than 90 calendar days.

What transactions Wealthsimple can help you dispute

Wealthsimple can help you dispute pre-authorized debit transactions in these cases:

• No agreement was ever signed.
• The amount debited is different from what was agreed upon.
• The transaction took place after an agreement was cancelled.
• You weren't notified about the transaction.

Wealthsimple can't help you with these kinds of disputes:

• A transaction where you had an unsatisfactory service.
• A transaction for a service that you forgot to cancel.
• A transaction that's older than 90 calendar days.

Before starting a dispute

Before you start a dispute, make sure the debit from your account was incorrect. Here are some tips to help you:  

If you don’t recognize the company name

Some companies bill under a different name than you might expect, especially if they're owned by a parent company. To verify this:  

1. Check if the amount matches a recent transaction.  
    
2. Search online to see if the name is related to the name you were expecting

If you think the amount is higher than it should be

If you believe the amount billed to you is higher than it should be, consider looking into the following before submitting a dispute: 

1. Check your account portal for any notifications you might've missed.  
    
2. Check if you missed a previous payment.  
    
3. If you recently signed up for a free trial, check if the trial period has ended and you've been charged for the full service. If you don't want to pay, cancel your subscription.

Submit your dispute

To submit a dispute, please contact our support team. You'll need to provide the following information:

• The date of the transaction you want to dispute.
• The name of the company that billed you.
• The reason you're disputing the transaction.

We'll send you a Reimbursement Claim Form to complete and sign. After you sign it, Wealthsimple will begin processing your dispute.  

It can take up to two weeks to resolve a dispute. You can contact our support team to check the status of your dispute.