If you have a complaint regarding Non Compliance with elements of the Canadian Code of Conduct for the Credit and Debit Card Industry, you may file a complaint through a variety of channels with Elavon Canada:

  • Our website www.elavon.ca by using the template below
  • Our toll free number 1-844-577-4357
  • By email ccoc@elavon.com or
  • By mail at:
      • Elavon Canada Company
        Attn: Canadian Customer Care
        4576 Yonge Street, Suite 200
        Toronto, Ontario M2N 6N4

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.
  • Provide our final decision in writing within ninety (90) days along with:
    • A summary of the complaint.
    • The final result of the investigation.
    • Explanation of the final decision.
    • Information on how to further escalate your complaint in the event of an unsatisfactory outcome.

If we cannot provide a response to you within 90 days you will be informed of the delay, reason for the delay, and the expected response time.

To assist us in reviewing your complaint please provide the following, where applicable:

  • A summary of your concerns.
  • Details, such as the name of the person you had spoken to at Elavon.
  • Copies of any supporting documentation (i.e. agreements, statements, or correspondence with Elavon).
  • General reference to the Code Elements you contend have not been followed.

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:     For services in English: 1-866-461-FCAC (3222)
                 Pour un service en français: 1-866-461-ACFC (2232) 

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.

Submission of a complaint to Elavon Canada Company does not alter or amend the Terms of Service, merchant Operations Guide, or other Payment Network Rules, or Regulations governing the card processing services provided by Elavon Canada Company.

 

Complaint Handling Form for Merchants Pertaining to the Compliance with the Code

Merchant Legal Name
Date merchant spoke with acquirer
E.g., 07/12/2019
Your contact (agent, sales representative, or account manager) with the acquirer or member service provider.
Name of the organization with whom you applied for card processing services.

What is the nature of the potential Code of Conduct violation?
Check one, or more of the following boxes, if applicable.
Increased Transparency and Disclosure by Acquirers to Merchants
Merchants will receive a minimum of 90 days’ notice of any fee increases or decreases or the introduction of a new fee related to any credit or debit card transactions.
Merchants will be allowed to cancel their contract(s) without penalty following the notification of a fee increase or new fee or a reduction of interchange rates not passed on to merchants.
Merchants who accept credit card payments from a particular network will not be obligated to accept debit card payments from the same payment card network, and vice versa.
Merchants will be allowed to provide discounts for different methods of payment. Merchants will also be allowed to provide differential discounts among different payment card networks.
Payment card network rules will ensure that negative option acceptance is not allowed.
Merchants will not be required to accept contactless payments.
Information about merchant-acquirer agreements, including cancellation and renewal terms and conditions, will be disclosed in a manner that is clear, simple and not misleading.
Merchants will have access to a clear dispute resolution process that provides for an investigation and timely response of complaints pertaining to the Code.
Files must be less than 2 MB.
Allowed file types: pdf.

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