At Chexy, providing excellent service is our priority. If we don't meet your expectations, we encourage you to let us know so we can address the issue and improve our services.
Share your complaint by emailing us at support@chexy.co.
Details to Include:
Complainants should provide:
Full name and contact information
Transaction details (if applicable)
Description of the issue
Desired outcome or resolution
Resolving Your Complaint:
Once we receive your complaint, we will:
Acknowledge It Quickly: You'll hear from us within 2 business days confirming we've received your complaint.
Investigate Thoroughly: Our support team will review and investigate your concern within 5 business days. If necessary, we'll escalate it to the relevant department.
Request Additional Details: If we need more information to resolve your complaint, we'll contact you promptly.
Provide a Resolution Timeline: We aim to resolve complaints within 10 business days. If it takes longer, we will update you on the progress and provide an estimated resolution date.
Issue a Final Response: If we haven't resolved your complaint within 15 business days, we will write to you explaining why, along with a new timeline for resolution.
For Canadian Merchants
If you are a Canadian merchant and believe our conduct violates the Code of Conduct for the Payment Card Industry, you may report the matter by emailing support@chexy.co.
If you feel your issue has not been adequately addressed, you may escalate the issue to:
If the Acquirer is:
Peoples Trust Company
Telephone: 877-374-9444
Fax: 416-642-1550
Web: Resolving Your Concerns - Peoples Group (peoplestrust.com)
Mail: Merchant Acquiring, Peoples Group
Suite 1310 - 95 Wellington Street W., Toronto, ON M5J 2N7
Visa Canada
Visa Code of Conduct complaint handling procedure:
Email: askvisacanada@visa.com
Fax: 416-860-8873
Web: Visa Canada Code of Conduct | Visa
Mastercard Canada
Telephone: 1-416-365-6655
Web: Code of Conduct | Credit and Debit Industry in Canada (mastercard.ca)
Mail: 600-121 Bloor St. E, Toronto, ON M4W 3M5 (Attn. Code of Conduct Compliance)
Interac
Telephone: 1-855-789-2979 or at 416-362-8550
Web: Report a problem with a service provider - Business - Interac
Email: info@fcac-acfc.gc.ca
Telephone: 1-866-461-3222
Mail: 6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON KIR 1B9
Please visit the Financial Consumer Agency of Canada's website for more information on merchant rights under the Code of Conduct for the payment card industry in Canada.