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How does Chexy deal with complaints?

"Learn how to submit a complaint to Chexy, what to expect after filing, and how Canadian merchants can escalate to Visa, Mastercard, Interac, or the FCAC."

At Chexy, providing excellent service is our priority. If we haven't met your expectations, we want to hear from you so we can make it right.

How to Reach Us

Send your complaint to support@chexy.co and include the following details:

  • Your full name and contact information

  • Transaction details (if applicable)

  • A description of the issue

  • Your desired outcome or resolution

What Happens After You Submit?

Once we receive your complaint, here's what you can expect:

  1. Acknowledgement within 2 business days — we'll confirm we've received your complaint.

  2. Investigation within 5 business days — our team will review your concern and escalate it to the relevant department if needed.

  3. We may reach out for more details — if we need additional information, we'll contact you promptly.

  4. Resolution within 10 business days — if it takes longer, we'll keep you updated on progress and provide an estimated resolution date.

  5. Final response within 15 business days — if your complaint hasn't been resolved by then, we'll write to you explaining why and provide a new timeline.

For Canadian Merchants

If you're a Canadian merchant and believe our conduct violates the Code of Conduct for the Payment Card Industry, you may report it by emailing support@chexy.co.

If you feel your issue has not been adequately addressed, you may escalate to the following organizations:

Peoples Trust Company

Visa Canada

Mastercard Canada

Interac

Financial Consumer Agency of Canada (FCAC)

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