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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.

Don’t recognize a merchant name on your transaction list? Sometimes the name a merchant uses for its storefront is different from its registered business name. To verify that this was an authorized transaction, see if the other details, like the date and amount, match your records. You can also try looking up the merchant name that appears on your statement online. A quick search may help you confirm who they are.
When a transaction settles, there may be a difference between the amount you were initially charged (the Authorized Transaction) and the final amount you actually paid (the Posted Transaction). Check your receipts or other documentation from the merchant.
A delay may occur between the time a transaction is settled and removed from Authorized Transactions, and when it appears in Posted Transactions.
Are you the primary cardholder or a co-applicant? If you are, your transaction list will include your purchases, as well as any purchases made by authorized users and other cardholders. Find out if the other cardholders on your account recognize the transaction before contacting the merchant for more information.
If you recognize the merchant and the amount you were charged doesn’t match previous transactions for the same type of purchase, contact the merchant for help. The merchant may have made a mistake, updated their charges or applied a new fee.
Sometimes free trials (like Amazon Prime or Netflix) automatically transition into paid subscriptions. You should find out if the trial period ended and review the merchant’s terms and conditions. You may be able to request a refund and cancel the service directly with the merchant.

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.
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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.