Complaint procedure for merchants

There is a new procedure to make it easier to send and process complaints related to Monetico payment solutions.

To send a complaint, simply fill out this form and use one of the following methods to send it to us:

  • Fax: 514-397-4735 or 1-888-724-8694
  • Email: online_support@scd.desjardins.com;
  • Mail: Desjardins Card Services, Business Client Relations, 450 De Maisonneuve boulevard West, Montreal, QC, H3A 0H2..

If you’d like more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada, visit the Financial Consumer Agency of Canada’s website.

 

01 Filling out a complaint

To help us analyze your complaint, please provide, if applicable:

  • A summary of your concerns
  • As many details as possible, including the date the problem occurred, the date you contacted us about it and the name of the person you dealt with
  • Copies of any supporting documentation (e.g., agreements, statements, correspondence with the acquirer).

 

02 Follow-up

Once we have received your complaint, we will send you a confirmation of receipt by email or regular mail within five (5) business days.
We will send you our final decision in writing within ninety 90 days of receiving the complaint. If we are unable to respond in that time we will inform you of the delay, the reason, and when we expect to be able to respond.

The decision will include:

  • A summary of the complaint
  • The final result of the inquiry
  • An explanation of the final decision

 

03 Disputing a decision

If you disagree with the decision, you can let us know by:

  • Fax: 514-397-4735 or 1-888-724-8694
  • Email: online_support@scd.desjardins.com;
  • Mail: Desjardins Card Services, Business Client Relations, 450 De Maisonneuve boulevard West, Montreal, QC, H3A 0H2.

A manager will contact you within five (5) business days of receiving the dispute. If we cannot come to an agreement after that, you can contact the ombudsman, whose contact information we will provide.

 

04 Requesting an investigation by the Financial Consumer Agency of Canada (FCAC)

You may at any time request an investigation by the FCAC of non-compliance with the Code of Conduct

  • Telephone: 1 866 461-3222
  • Email:   info@fcac-acfc.gc.ca
  • Mail: Financial Consumer Agency of Canada, Enterprise Building, 6th Floor, 427 Laurier Avenue West, Ottawa ON  K1R 1B9

Important

Note: The FCAC does not resolve disputes between consumers and payment card network operators or acquirers.

The information you submit may be shared with your payment card network operator, acquirer, processor or financial institution to help us address your concerns.