Get Help Understanding or Reporting Credit Card Transactions
It’s stressful when you spot a charge on your credit card statement that you don’t understand or recognize. Here are some guidelines to help you decide what you should do next.
What to Do if You Don't Recognize a Transaction
Here are some common reasons why you may not recognize the information and tips on what you can do next.
How to Dispute a Credit Card Transaction
If you didn’t receive a product or service you paid for, were charged after cancelling a service, or were charged twice, here’s what to do to dispute the charge:
1) First, try to resolve it directly with the merchant.
- Contact the merchant or service provider to find out if they are able to reverse the charges or offer you a credit.
- Give the merchant or service provider 15-20 business days to issue a credit prior to contacting RBC.
- Keep a record of your communications with the merchant or service provider, if needed for future reference.
2) If you were not able to resolve the issue with the merchant or service provider, then log into RBC Online Banking and request a dispute. Here’s how:
- Sign into RBC Online Banking.
- Go to the credit card details page for the card with the transaction you would like to dispute.
- On the right side of the page, click “Dispute Credit Card Transaction” to request a dispute. We’ll review your request and let you know what options are available.
Tip: Don’t have RBC Online Banking? Enrol now—it’s easy.
Handling a Fraudulent Transaction
If there is a transaction on your statement that you know you didn’t make, here’s what to do immediately:
1) Lock your card via the RBC Mobile app or RBC Online Banking.
- RBC Mobile app: Go to the credit card details page and select the "Lock Card" toggle at the top of the page.
- RBC Online Banking: Go to the "Profile and Account Settings" page and select the toggle beside the credit card you would like to lock.
2) Call the RBC Fraud Centre at 1-800-769-2512 so they can assist you.
2) Call the RBC Fraud Centre at 1-800-769-2512 so they can assist you.