If you are a merchant doing business in Canada and have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may file a complaint through a variety of channels:
- our toll free number 1.855.457.0423
- by mail at Bank of America, Attn: Head of Compliance, 181 Bay Street, 4th Floor, Toronto, ON, M5J 2V8 using the Complaint Handling Form.
Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada.
Following receipt of your complaint we will:
- Acknowledge receipt of your complaint within five (5) business days,
- Investigate and address your complaint within twenty (20) days according to order of urgency, and
- Keep you notified and informed throughout the process.
If we cannot provide a response to you within 20 days you will be informed of the delay, reason for the delay, and the expected response time. Acquirers and/or Downstream Participants must investigate all complaints within a reasonable time and provide a substantive written response to merchants that consists of either an offer to resolve the complaint or a denial of the complaint with reasons.
To assist us in reviewing your complaint please have available the following, where applicable:
- a summary of your concerns,
- details, such as the name of the person you were dealing with, the date the concern occurred, date spoken to Payment Card Network Organizations (PCNO), Bank of America or representative,
- copies of any supporting documentation (i.e. agreements, statements, correspondence from PCNO), and
Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:
Phone: 1.866.461.3222
Email: info@fcac-acfc.gc.ca
Mail: Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.
Please note that the information being submitted may be shared with the PCNOs, FCAC, or financial institution in order to assist us in answering your concerns.