I would like to file a complaint. How should I proceed? (For cards issued by Canadian Peoples Trust)
Customer Complaints Resolution Guide (Peoples Trust Company)
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 clients. 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 the number presented on the back of your prepaid card.
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:
- 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);
- Your name;
- Your address;
- Your contact telephone number;
- Clear details of your complaint;
- 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 Bank
If your concern has not been resolved, you may escalate the matter to the Issuing Bank’s Customer Complaints Department by using the contact information below. You can find the name of the Issuing Bank on the back of your prepaid card.
Peoples Trust Company (PTC)
- PTC Customer Resolution Process can be found at: https://www.peoplestrust.com/en/about-us/resolving-your-concerns/
- Email: complaints@peoplesgroup.com
- Phone: 604-683-2881 or 855-683-2881 (toll free)
- Mail: Customer Complaints Department
- Peoples Group, Suite 1400 – 888 Dunsmuir Street, Vancouver, BC V6C 3K4
Step 4. Ombudsman for Banking Services and Investments
If for some reason we are unable to resolve the issue to your satisfaction, you may refer your inquiry or 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
- 20 Queen Street West, Suite 2400
P.O. Box 8.
Toronto, ON M5H 3R3- Telephone: 1-888-451-4519
- Email: ombudsman@obsi.ca
- 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
- 427 Laurier Avenue West, 6th Floor
Ottawa, ON, K1R 1B9- Telephone: 1-866-461-3222
- Website: www.fcac-acfc.gc.ca
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