I would like to file a complaint. How should I proceed? (For cards issued by Equitable Bank)

I would like to file a complaint. How should I proceed? (For cards issued by Equitable Bank)

Customer Complaints Resolution Guide (Equitable Bank)
​
At Cardholder Support, we are committed to providing you with the best possible customer experience and high-quality products and services. While we are always delighted to receive any positive comments you might have, it is also important for us to hear about any problems that might arise, so that we can resolve the problem and maintain your trust. We can also use your comments to continuously improve the quality of the products and services we offer to you and our other customers. If you have a complaint or a concern about the products and services, please follow the instructions outlined below so that we can resolve your complaint or concern promptly and fairly.  

Step 1. Contact our Call Center

If you have any complaints, please first attempt to resolve the issue or inquiry by calling the Customer Service Call Center at 1.888.401.8062.

Step 2. Contact Our Support Team 

If your complaint was not resolved to your satisfaction, please send us an email to help@mycardholdersupport.com, so we can further assist you with the submitted complaint or inquiry. To help us resolve your issues as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:
  1. Your proxy number (10-13 - digit number, is located on the back of your card. Please note this is not your 16-digit card number);
  2. Your name;
  3. Your address;
  4. Your contact telephone number;
  5. Clear details of your complaint;
  6. What you would like us to do to resolve matters.
When we receive a complaint, we aim to resolve your issues as fairly and as quickly as we can. Where possible we will endeavor to resolve your issues as soon as you contact us. If we need more time to investigate your complaint, we will send you an acknowledgement letter and we will keep you updated on our progress throughout our investigation.

Step 3. Contact our Issuing Financial Institution, Equitable Bank

If your concern has not been resolved at Step 2, you may escalate the matter to Equitable Bank’s Dispute Resolution Office. Step 3 of Equitable’s Customer Complaint Handling Procedure can be found at https://www.eqbank.ca/legal/customer-complaint-handling-procedures/ 

Step 4. Ombudsman for Banking Services and Investments 

Should your complaint not being resolved within 56 days of your initial inquiry, or the complaint has gone through all 3 steps of the complaint handling process without the desired resolution, you may refer complaint to the Ombudsman for Banking Services and Investments (OBSI) for resolution, by letter, by telephone, by email or through its website at:
Ombudsman for Banking Services and Investments
  1. 20 Queen Street West, Suite 2400 
    P.O. Box 8.
    Toronto, ON M5H 3R3
  2. Telephone: 1-888-451-4519 
  3. Email: ombudsman@obsi.ca
  4. Website: www.obsi.ca

Step 5. Financial Consumer Agency of Canada 

The Financial Consumer Agency of Canada (FCAC) is an independent agency that enforces consumer protection legislation, regulations and industry commitments by federally regulated financial entities. It also helps to educate consumers to understand their rights and responsibilities when dealing with financial institutions and promotes financial literacy.

If you have a concern regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, the concern may be communicated at any time to the Financial Consumer Agency of Canada, either in person, by letter, by telephone, or through its website at: 
Financial Consumer Agency of Canada
  1. 427 Laurier Avenue West, 6th Floor
    Ottawa, ON, K1R 1B9
  2. Telephone: 1-866-461-3222
  3. Website: www.fcac-acfc.gc.ca

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