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.
Handling a Fraudulent Transaction
If you’ve been checking your credit card activity through RBC Online Banking or the RBC Mobile app and noticed a transaction you know you didn’t make, here’s what to do next:
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) Dispute the potential fraudulent transaction through RBC Online Banking.
- On your Credit Card Details page, scroll down to “Posted Transactions”
- Find the transaction you’re concerned about, and click on the (>) for more details
- At the bottom of the details list, select “Dispute Transaction”
- On the next page, click on “Start Request”
- From here, you can confirm the transaction you’ve selected, select the issue, and answer a few more questions before you can submit the dispute request
We’ll review the request and may apply a temporary credit to your account (this usually takes about two business days). If you don’t see another update from us after 10 business days, you can consider the request closed.