Dispute a transaction or file a fraud claim

A digital dispute is an action you may take if you see a posted transaction you believe is incorrect (for example: charges processed on your Visa for the wrong amount or being charged for the same thing twice).

If you believe you were charged incorrectly for merchandise or for services not received on or after the expected date, you must contact the merchant directly to try and resolve the issue. If you can’t resolve the issue with the merchant, you can start a digital dispute using the Scotia app.

To submit a digital dispute, you must have:

• The Scotia app
• A personal Scotiabank Visa credit card or access card on a Scotiabank line of credit

If you suspect a posted transaction on your account is fraudulent, however, please call us at 1-866-267-4670 as soon as possible so we can help.

Please note that Scotiabank American Express credit card and Scotiabank Mastercard credit card disputes can’t be submitted through the Scotia app at this time.

Some transactions made with a Scotiabank Visa credit card or a Visa access card for a Scotiabank line of credit account can be disputed through the Scotia app.

Examples of Scotiabank Visa transactions eligible to be disputed on the Scotia app include:

• Purchases processed for the wrong amount
• Being charged twice for the same purchase
• Not receiving a refund if you were entitled to one
• Merchandise or services that you were charged for, but did not receive
• Merchandise or service received is not as described
• Merchandise received is counterfeit
• You have cancelled a service with the merchant for a recurring service (like a utility or gym membership) and are still being charged

Please note, Scotiabank American Express credit card and Scotiabank Mastercard credit card disputes can’t be submitted through the Scotia app at this time.

If you suspect a posted transaction on your account is fraudulent, please call us at 1-866-267-4670 as soon as possible so we can help.

If you believe you purchased items or services that you did not receive by the expected date and payment was not collected, please contact the merchant directly to attempt to resolve the issue.

In some cases, if you are unable to resolve the issue with the merchant, you can submit a digital dispute.

You can submit a digital dispute for a transaction that you believe to be in error, for example:

• payment processed with incorrect amount a purchase charged twice
• a refund you are entitled to and have not received
• an item or service for which you were billed, but which you did not receive
• an item or service not as described
• a counterfeit item
• recurring payment (such as a utility bill or gym membership) charged after cancellation with the merchant

Please note that a transaction must be posted to your account (i.e., it must have been billed and no longer be pending) before you can begin the digital dispute process.

Transactions that cannot be challenged digitally include:

• account fees (such as annual fees, interest, cash advance fees, balance transfer fees, foreign exchange fees, over-limit fees, late fees, returned payment fees) 
• a payment charged to the card balance 
• a bill payment
• an advance of funds 
• a transaction for which more than 120 days have passed since the original posting date (If you wish to dispute a charge to your credit card account more than 120 days after the purchase or transaction date and you have not received a refund from the merchant, please call us at 1-800-575-2424)
• a pending transaction (it is possible to dispute a transaction only once it has been posted to your account)
• a transaction for which you are expecting a refund or credit from the merchant that you have not received within 15 days of the initial registration date
• transaction that was carried out with a card that belongs to the holder of a joint account or an additional card

If you have a problem with a transaction that does not qualify for the dispute process, please call us at 1-800-575-2424.

To start the dispute process:

1. Sign in to the Scotia app
2. Find the transaction in your Visa account’s transaction history
3. Select the Transaction details option next to the transaction you’d like to dispute
4. Select Dispute this transaction

Be prepared with the following information:

• Expected date of service
• Date of last merchant contact
• Contact method and merchant response
• Details of the charge from the invoice or airline itinerary, if applicable

For day-to-day bank account and credit card transactions or charges, please call 1-800-504-0716.

Here’s what to expect:

• It may take up to 60 days to resolve the dispute
• We may contact you by email or phone for more information, if required (please respond as soon as possible, we want to avoid any delays resolving your dispute)
• If you have a valid email on file, then you should receive an email confirmation with the same reference number that was displayed on the confirmation screen (please do not respond to these emails, but keep them for your records)

It’s important that we have your current contact details so we can reach you if necessary. Here's how to update your email address and update your phone number.